Companies look to Einstein, Agentforce, third-party tools to boost efficiency, personalize customer experiences, ISG Provider Lens™ report says
The use of AI in Salesforce deployments has become a major trend in Brazil, according to a new research report published by Information Services Group, a global AI-centered technology research and advisory firm.
The 2024 ISG Provider Lens™ Salesforce Ecosystem Partners report for Brazil finds that many enterprises in Brazil are integrating AI with Salesforce environments, most commonly to improve customer experience and operating efficiency. AI is enhancing functions such as coding, testing, hyper-personalization of customer experience and managed services to find and fix software errors. Often with the help of service providers, companies are evaluating or adopting Salesforce’s Einstein generative AI and Agentforce agentic AI tools, as well as technologies from other vendors.
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“Brazilian companies are learning how to use AI with Salesforce for new insights and competitive advantage,” said Bill Huber, partner, digital platforms and solutions, for ISG. “In many cases, service providers supply critical knowledge and tools to make this possible.”
Agentforce, introduced in 2024, creates autonomous agents that perform complex tasks without human intervention. This holds strong potential for projects such as automating customer service call centers, ISG says. Salesforce charges Agentforce customers per conversation rather than per user. Enterprises are evaluating the costs and capabilities of Agentforce, which is available in Brazil in an English production release and a Portuguese beta version.
As AI is integrated into Salesforce implementations, Brazilian enterprises face increasingly complex IT environments and a growing number of solutions, models and applications to choose from, ISG says. Performance, customization and cost can influence these choices. Companies are turning to the Salesforce ecosystem for consulting services to help them decide where to use AI, which AI solutions best fit their needs and what productivity gains to expect.
A growing number of enterprises, especially in emerging markets such as Brazil, also seek license management services to help them navigate the complexities of multi-cloud Salesforce environments, ISG says. They expect providers to actively monitor license use to prevent unnecessary expenses and propose changes that minimize their costs.
“The expanding possibilities of Salesforce can lead to higher complexity and new cost considerations,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Brazilian enterprises are approaching Salesforce projects carefully, partnering with leading service providers for guidance.”
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In addition, the Salesforce Customer Data Platform (CDP) Cloud is expected to play a key role in Salesforce AI implementations in Brazil, the report says. The platform collects and stores customer data, helping companies ensure they have high-quality, accessible data to feed into AI engines for customer insights and personalization.
The report also examines other Salesforce ecosystem trends in Brazil, including a wave of provider acquisitions and Salesforce’s integration of its Marketing Cloud into its core cloud structure.
The 2024 ISG Provider Lens™ Salesforce Ecosystem Partners report for Brazil evaluates the capabilities of 41 providers across six quadrants: AI-powered Multicloud Implementation Services — Large Enterprises, Implementation Services for Core Clouds and AI Agents — Midmarket, Implementation Services for Marketing and Commerce with AI Enablement, Managed Application Services — Large Enterprises, Managed Application Services — Midmarket and Implementation Services for Industry Clouds.
The report names Accenture, Everymind and OSF Digital as Leaders in four quadrants each and Deloitte as a Leader in three quadrants. It names atile.digital, BRQ, GFT, Globant, iSmartBlue, JFOX, Sottelli, SYS4B and Valtech as Leaders in two quadrants each. Cadastra, Capgemini, enext, Infosys, LEOO, match.mt and NTT DATA are named as Leaders in one quadrant each.
In addition, NTT DATA and Visum Digital are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants each. The report names gentrop and HCLTech as Rising Stars in one quadrant each.
In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2024 among Salesforce ecosystem partners. HCLTech earned the highest customer satisfaction scores in ISG’s Voice of the Customer survey, which is part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
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Source – Businesswire
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