Bengaluru, India – Infosys, a global provider of digital services and consulting, has introduced the Infosys Customer Experience Suite for Salesforce, a set of integrated solutions designed to strengthen enterprise digital transformation.
Expanding on its longstanding collaboration with Salesforce, Infosys aims to advance the deployment of Agentforce technologies, helping organisations scale their digital operations, enhance customer engagement, and deliver measurable business outcomes.
The new suite combines Infosys Topaz—an AI-first portfolio of services, solutions and platforms—with Salesforce’s agentic AI capabilities to automate and optimise customer-facing functions.
Dinesh Rao, EVP & chief delivery officer at Infosys, acknowledged that agentic AI is redefining how enterprises operate in scaling operations and strengthening productivity.
“Through our strengthened collaboration with Salesforce, we are positioned to empower businesses to excel in this new era of agentic AI,” Dinesh commented.
“Integrating Topaz and the deep understanding of our clients’ needs, we equip businesses with the confidence to unlock sustainable growth, enhance productivity, and build a foundation for long-term success in an AI-powered world.”
These solutions are intended to streamline service requests, sales processes, and internal support tasks through intelligent automation and contextual personalisation. Seamless system integration enables more efficient workflows, while real-time analytics support immediate decision-making and dynamic customer interactions in compliance with ethical and regulatory standards.
The overall goal is to equip businesses with scalable, AI-enabled tools that improve operational efficiency across marketing, sales and service channels.
“The Agentforce platform represents the next evolution of AI services, bringing agentic AI capabilities to elevate value for enterprises and customers,” Phil Samenuk, SVP of global alliance & channels and outsourcing service providers at Salesforce, commented.
He added, “This collaboration with Infosys enables Salesforce to help customers conceptualise and adapt Agentforce faster and at scale, through industry-level agentic AI solutions.
Infosys has already implemented Agentforce SDR to transform the sales operations of a leading research institution, addressing inefficiencies and reducing response times. In another engagement, Infosys supported a global media organisation in modernising its customer service processes by leveraging Salesforce’s agentic AI solutions.
The initiative reduced case handling times and transactional queries, leading to improved service outcomes and customer satisfaction levels.
Fluido, an Infosys subsidiary, has played a key role in delivering Salesforce-based transformations within this collaboration. Working with VTT, one of Europe’s major research and technology organisations, Fluido supported a reimagining of the company’s customer experience strategy.
The project focused on process simplification, AI-led data harmonisation, and operational model redesign, enabling VTT to improve productivity and strengthen client relationships.
VTT became one of the first organisations outside Salesforce to deploy a live SDR Agentforce agent, automating lead management and scheduling to allow sales teams to prioritise higher-value activities.
Marko Koistila, EVP of commercial operations at VTT, mentioned that prior to utilising Agentforce, the sales team of the company spent too much time on low-value tasks taking away from building client relationships.
“Building on the success of this initial implementation, we are collaborating to develop two additional Agentforce agents for other areas of organisational support, Marko shared.
