AI is Becoming Integral to Salesforce U.K. Offerings, ISG Says
Information Services Group (ISG) (Nasdaq: III) has released a new report highlighting the transformative impact of AI-driven automation in the U.K. Salesforce ecosystem. The report focuses on Salesforce's Agentforce, which enables autonomous AI agents across the Customer 360 platform.
The 2025 ISG Provider Lens™ study evaluates 52 providers across six quadrants, emphasizing how the transition to an agent-first operational model is reshaping business operations. The report identifies several industry leaders, with Accenture, Cognizant, Infosys, TCS, and Wipro named as Leaders in four quadrants each.
Key findings indicate that successful integration of autonomous agents will require comprehensive enterprise governance frameworks and risk management protocols. The report suggests that early adopters of managed agent services could gain significant competitive advantages as AI agents become more prevalent in customer service delivery.
Information Services Group (ISG) (Nasdaq: III) ha pubblicato un nuovo rapporto che mette in luce l'impatto trasformativo dell'automazione guidata dall'IA nell'ecosistema Salesforce del Regno Unito. Il rapporto si concentra su Agentforce di Salesforce, che consente agenti AI autonomi sulla piattaforma Customer 360.
Lo studio ISG Provider Lens™ 2025 valuta 52 fornitori in sei quadranti, evidenziando come la transizione verso un modello operativo basato sugli agenti stia rivoluzionando le attività aziendali. Il rapporto individua diversi leader del settore, con Accenture, Cognizant, Infosys, TCS e Wipro riconosciuti come Leader in quattro quadranti ciascuno.
I risultati principali indicano che l'integrazione efficace degli agenti autonomi richiederà quadri di governance aziendale completi e protocolli di gestione del rischio. Il rapporto suggerisce che i primi utilizzatori di servizi gestiti per agenti potrebbero ottenere vantaggi competitivi significativi, man mano che gli agenti AI diventano sempre più diffusi nell'erogazione del servizio clienti.
Information Services Group (ISG) (Nasdaq: III) ha publicado un nuevo informe que destaca el impacto transformador de la automatización impulsada por IA en el ecosistema Salesforce del Reino Unido. El informe se centra en Agentforce de Salesforce, que permite agentes de IA autónomos en la plataforma Customer 360.
El estudio ISG Provider Lens™ 2025 evalúa a 52 proveedores en seis cuadrantes, enfatizando cómo la transición hacia un modelo operativo centrado en agentes está remodelando las operaciones comerciales. El informe identifica a varios líderes del sector, con Accenture, Cognizant, Infosys, TCS y Wipro nombrados como Líderes en cuatro cuadrantes cada uno.
Los hallazgos clave indican que la integración exitosa de agentes autónomos requerirá marcos completos de gobernanza empresarial y protocolos de gestión de riesgos. El informe sugiere que los primeros adoptantes de servicios gestionados para agentes podrían obtener ventajas competitivas significativas a medida que los agentes de IA se vuelvan más comunes en la prestación de servicios al cliente.
Information Services Group (ISG) (나스닥: III)는 영국 세일즈포스 생태계에서 AI 기반 자동화가 미치는 혁신적 영향을 강조하는 새로운 보고서를 발표했습니다. 이 보고서는 세일즈포스의 Agentforce에 초점을 맞추고 있으며, 이는 Customer 360 플랫폼 전반에 걸쳐 자율 AI 에이전트를 가능하게 합니다.
2025년 ISG Provider Lens™ 연구는 6개 영역에서 52개 공급업체를 평가하며, 에이전트 우선 운영 모델로의 전환이 비즈니스 운영을 어떻게 재편하는지 강조합니다. 보고서는 Accenture, Cognizant, Infosys, TCS, Wipro를 각각 4개 영역에서 리더로 선정했습니다.
주요 결과는 자율 에이전트의 성공적인 통합을 위해 포괄적인 기업 거버넌스 프레임워크와 위험 관리 프로토콜이 필요함을 시사합니다. 보고서는 관리형 에이전트 서비스를 조기 도입하는 기업이 AI 에이전트가 고객 서비스 제공에 점점 더 널리 사용됨에 따라 상당한 경쟁 우위를 얻을 수 있다고 제안합니다.
Information Services Group (ISG) (Nasdaq : III) a publié un nouveau rapport mettant en lumière l'impact transformateur de l'automatisation pilotée par l'IA dans l'écosystème Salesforce au Royaume-Uni. Le rapport se concentre sur Agentforce de Salesforce, qui permet des agents IA autonomes sur la plateforme Customer 360.
L'étude ISG Provider Lens™ 2025 évalue 52 fournisseurs répartis en six quadrants, soulignant comment la transition vers un modèle opérationnel centré sur les agents redéfinit les opérations commerciales. Le rapport identifie plusieurs leaders du secteur, avec Accenture, Cognizant, Infosys, TCS et Wipro nommés Leaders dans quatre quadrants chacun.
Les principales conclusions indiquent que l'intégration réussie des agents autonomes nécessitera des cadres complets de gouvernance d'entreprise et des protocoles de gestion des risques. Le rapport suggère que les premiers adopteurs de services d'agents gérés pourraient obtenir des avantages concurrentiels significatifs à mesure que les agents IA se généralisent dans la prestation du service client.
Information Services Group (ISG) (Nasdaq: III) hat einen neuen Bericht veröffentlicht, der die transformative Wirkung von KI-gesteuerter Automatisierung im Salesforce-Ökosystem des Vereinigten Königreichs hervorhebt. Der Bericht konzentriert sich auf Salesforce Agentforce, das autonome KI-Agenten über die Customer 360 Plattform ermöglicht.
Die ISG Provider Lens™ Studie 2025 bewertet 52 Anbieter in sechs Quadranten und betont, wie der Übergang zu einem agentenorientierten Betriebsmodell die Geschäftsabläufe verändert. Der Bericht nennt mehrere Branchenführer, wobei Accenture, Cognizant, Infosys, TCS und Wipro jeweils in vier Quadranten als Leader ausgezeichnet wurden.
Wesentliche Erkenntnisse zeigen, dass die erfolgreiche Integration autonomer Agenten umfassende Governance-Rahmenwerke und Risikomanagementprotokolle erfordert. Der Bericht legt nahe, dass frühe Anwender von Managed-Agent-Services erhebliche Wettbewerbsvorteile erzielen könnten, da KI-Agenten in der Kundenservicebereitstellung zunehmend verbreitet werden.
- ISG (III) demonstrates industry leadership through comprehensive analysis of 52 Salesforce ecosystem providers
- Company shows strong market positioning in AI and automation advisory services
- Report indicates potential revenue growth opportunities in managed agent services
- Implementation of autonomous agents requires significant investment in governance frameworks
- Transition to agent-first model presents operational and cultural challenges
- Increased complexity in risk management and compliance requirements
Continuing adoption of autonomous agents will increase business efficiency and motivate stronger customer service, ISG Provider Lens™ report says
Salesforce Agentforce enables fully autonomous AI agents that perform tasks independently across the Salesforce Customer 360 platform. The 2025 ISG Provider Lens™ Salesforce Ecosystem Partners report for the
“Adopting an agent-first model is a seismic shift for organizations, not just technologically but culturally,” said Anthony Drake, partner, ISG. “As autonomous agents become smarter, more efficient and more agile, entire customer interaction workflows will be redefined, and new decision-making processes will follow suit.”
Successfully integrating autonomous agents will require comprehensive enterprise governance frameworks that establish clear operational and ethical boundaries for agents, along with risk management protocols that monitor and mitigate potential threats while adhering to stringent compliance guidelines.
As AI agents become more commonplace in people’s lives, the report says
“The rise of Agentforce clearly illustrates that the era of static SaaS is evolving into a dynamic, AI-powered future defined and accelerated by autonomous and agent-driven enterprises,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “For those in the Salesforce managed services sector, this transformation is an opportunity to lead by evolving into managed agent service providers that help businesses embrace this shift strategically.”
The report says Salesforce ecosystem partners will be relied upon to provide a multitude of critical business needs, including robust security protocols and compliance measures, change management and more in-depth insight into clients’ business performance, ROI and efficiency.
For more insights into the challenges facing
The 2025 ISG Provider Lens™ Salesforce Ecosystem Partners report for the
The report names Accenture, Cognizant, Infosys, TCS and Wipro as Leaders in four quadrants each. Capgemini, Credera, Deloitte and IBM are named Leaders in three quadrants each. HCLTech, Hexaware, PwC and Reply are named Leaders in two quadrants each. BearingPoint, Coforge, Globant, LTIMindtree, Nextview Consulting (Sabio Group), OSF Digital, Pracedo, Sabio, UST and VRP Consulting are named Leaders in one quadrant each.
In addition, NTT DATA is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants each. Hexaware, Reply and Xenogenix are named Rising Stars in one quadrant each.
In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2025 among Salesforce ecosystem partners. HCLTech earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
Customized versions of the report are available from Cognizant and Hexaware.
The 2025 ISG Provider Lens™ Salesforce Ecosystem Partners report for the
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
About ISG
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
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Press Contacts:
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+44 7833 567868
sarah.ye@isg-one.com
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Source: Information Services Group, Inc.
FAQ
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