Infosys Unveils Its New Customer Experience Suite for Salesforce

Infosys Launches Cutting-Edge Customer Experience Suite

Today marks a significant advancement in enterprise digital transformation as Infosys has officially launched its Customer Experience Suite for Salesforce. This innovative suite not only leverages the advancements in AI technology but also builds on Infosys's long-standing partnership with Salesforce. By combining Infosys Topaz, its AI-first set of services and platforms, with Salesforce's generative AI capabilities, the suite is designed to revolutionize how businesses engage with their customers.

Enhancing Agentic Transformation

The core focus of the Infosys Customer Experience Suite is Agentforce, a robust solution aimed at facilitating agentic transformation. Companies are increasingly recognizing the importance of enhancing their digital workforce to keep pace with evolving market demands and customer expectations. With this suite, enterprises can effectively streamline various customer interactions by automating processes related to service inquiries, sales tasks, and employee support. This not only saves time but also allows organizations to provide more personalized, context-aware experiences that can substantially boost customer satisfaction.

Infosys's advancements in real-time processing enable businesses to make immediate decisions, thereby enhancing dynamic interactions with customers. The suite is aligned with ethical and regulatory standards, ensuring compliance while maximizing efficiency in sales, services, and marketing channels.

Proven Impact Across Industries

The practical applications of these solutions have already been demonstrated in several notable implementations. For example, Infosys deployed Agentforce SDR to transform the sales processes of a leading research institute, successfully addressing inefficiencies and making response times significantly faster. Another success story comes from a renowned media house which saw major improvements in its customer service operations. By utilizing Salesforce's generative AI solutions combined with effective service management practices, this media company achieved notable reductions in transactional inquiries and case handling times, translating to higher customer satisfaction scores.

Dinesh Rao, who is the Executive Vice President and Chief Delivery Officer of Infosys, emphasized the transformative impact of Agentic AI for enterprises. He stated, "Agentic AI is redefining how enterprises operate. Through our strengthened collaboration with Salesforce, we are uniquely positioned to empower businesses to excel in this new era. By integrating cutting-edge technology offerings, we help organizations unlock sustainable growth and enhance productivity."

Collaboration for Enhanced Solutions

The collaboration extends to Fluido, a key Infosys subsidiary that actively champions Salesforce-powered transformations. Fluido has played an essential role in ensuring impactful outcomes for clients, including VTT, one of Europe's leading research and technology organizations. Through this partnership, VTT redefined its customer experience, streamlining its operating model and enhancing its organizational values by integrating AI into core processes.

Marko Koistila, EVP of Commercial Operations at VTT, expressed satisfaction with the automations introduced by Agentforce, stating that it allowed their sales team to focus on higher-value tasks and build stronger client relationships. The automation simplified the lead process and facilitated superior customer experiences, marking VTT as a leader in the adoption of such innovative technologies.

Conclusion

As businesses continue navigating the complexities of digital transformation, Infosys's Customer Experience Suite stands as a testament to the power of AI in creating operational efficiencies. With demonstrated results across various industries, organizations that engage with this suite can expect to see measurable improvements not only in efficiency, but also in customer satisfaction and overall business performance. For more information on how Infosys can assist your enterprise in navigating your next digital transformation journey, visit www.infosys.com.

About Infosys

Infosys is a global leader in next-generation digital services and consulting. With a workforce of over 320,000 employees across 59 countries, Infosys aims to amplify human potential and drive business success. The company is well-versed in guiding clients through their digital transformation journeys powered by cloud and AI, focusing on sustainable growth, agile operations, and continuous improvement.