Infosys has launched a new Customer Experience Suite for Salesforce. It is built around Agentforce solutions, which automate and optimise tasks across service, sales, and marketing. This launch indicates an ambitious push by the Indian IT major to deepen its grip in the growing field of customer experience (CX).
Along with Salesforce’s agentic AI capabilities, Agentforce solutions enable businesses to enhance customer interactions. They automate tasks like service inquiries, sales tasks, and employee support.
These suites help in personalisation by delivering customised, context-aware experiences while ensuring smooth integration with broader ecosystems to optimise workflows. With real-time processing capabilities, the solutions support immediate decision-making and dynamic customer interactions.
Dinesh Rao, EVP & Chief Delivery Officer, Infosys, said, “Agentic AI is redefining how enterprises operate. Through our strengthened collaboration with Salesforce and our capabilities for Agentforce, we are uniquely positioned to empower businesses to excel in this new era. By integrating advanced technology offerings, such as Infosys Topaz, and a deep understanding of our clients’ needs, we are empowering businesses to unlock sustainable growth, enhance productivity, and build a foundation for long-term success in an AI-powered world.”
The Agentic AI Trend & Salesforce’s Stakes
Marc Benioff, CEO of Salesforce, recently stated that AI is now “resolving 85%” of the company’s customer service queries. The company is investing heavily in AI, embedding generative AI and agent capabilities into its CRM stack. Some market observers point to 120% YoY growth in Salesforce’s AI-related annual recurring revenue (ARR) in FY25 as evidence of strong momentum in AI-enriched CRM offerings. In effect, Infosys is aligning not just with Salesforce’s technology stack, but with its strategic direction too: leveraging Salesforce’s agentic AI features while contributing its own IP (Topaz) and system-integration muscle. This positioning helps Infosys differentiate itself among the crowded pack of system integrators and CX vendors.
Phil Samenuk, SVP of Global Alliances & Channels and Outsourcing Service Providers, Salesforce, said, “The Agentforce platform represents the next evolution of AI services, leveraging powerful generative AI and agentic AI capabilities to elevate value for enterprise as well as customer operations. The collaboration with Infosys enables Salesforce to help customers conceptualise and adapt Agentforce faster and at scale, through industry agentic AI solutions.”
Fluido, an Infosys company, has been a key enabler in this collaboration, championing Salesforce-powered transformations and ensuring impactful outcomes for clients. Fluido helped VTT, one of Europe’s leading research and technology organisations, reimagine their customer experience, including changes to their operating model, approach and organisational values. Process simplification and data harmonisation, with AI at the core, were applied to drive business benefits and outcomes.
In launching the Infosys Customer Experience Suite for Salesforce, Infosys is staking a bold claim in the intersection of AI, CRM, and CX. The company is leveraging its deep Salesforce credentials and combining them with its AI platform (Topaz) to ride the agentic AI wave. The market backdrop—booming demand for smarter CX tools—provides a favourable tailwind.
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