Virtusa Recognized as Global Leader in Gen AI Services by ISG Provider Lens® - Read report
The rapid rise of agentic AI is revolutionizing industries and reshaping how businesses interact with their customers. Unlike traditional AI systems, Agentforce brings autonomous, intelligent agents capable of handling complex tasks, making decisions, and humane and proactive interaction with customers at scale—all on top of the world’s most trusted CRM—Salesforce. By leveraging your enterprise data and seamlessly integrating it with your business processes, Agentforce offers a groundbreaking opportunity to enhance customer service while driving operational efficiency.
Here’s how agentic AI enhances support, boosts efficiency, and drives cost savings:
- Scale up your contact center with virtual employees to provide 24/7 support across all your digital channels.
- Leverage real-time data to offer personalized support that feels human.
- Save costs without compromising quality.
- Empower agents to do more with less and to focus on higher-value customer support engagements.
- Shift from reactive to proactive and predictive service by identifying issues before they occur and triggering autonomous actions to alert and support the customer.
The challenge
The opportunity is immense, and organizations are increasingly eager to explore it. While some may still be figuring out where to begin or how to assess their readiness, the path forward is becoming clearer.
With the right approach, it's possible to overcome a few common challenges, such as:
- Identifying impactful use cases that deliver quick ROI can be complex.
- Understanding the technical prerequisites in terms of licenses and Salesforce products.
- Ensuring enterprise data is clean, structured, and seamlessly integrated with Agentforce for optimal performance.
- Addressing technical debt and modernizing Salesforce applications to align with Agentforce capabilities.
- Seamlessly integrating and optimizing customer interactions across multiple channels for a unified experience.
- Generating a business case and justifying investment in Agentforce with clear value propositions and cost-benefit analysis.
- Establishing robust governance to maintain compliance while driving continuous innovation.
How Virtusa can help
Our Agentforce for service readiness assessment offers a comprehensive evaluation to identify agentic AI opportunities and deliver actionable recommendations for deploying intelligent agents. This enables proactive, data-driven, and 24/7 customer service.
Readiness assessment
We evaluate customer service processes, tools, and data infrastructure to assess readiness for agentic AI adoption.
Use case identification
This focuses on identifying high-impact use cases for Agentforce to enhance customer service operations by strategically applying AI-driven automation for maximum efficiency and effectiveness.
Gap analysis
It identifies technological, process, and skill gaps that may hinder AI integration and provides insights into developments for a seamless transition.
Implementation roadmap
The roadmap creates a structured, phased plan for deploying Agentforce, ensuring that AI adoption aligns with business objectives.
Duration
The assessment typically takes 4-6 weeks, depending on the organization's size and complexity.
Why Virtusa?
- A trusted Summit partner of Salesforce with a 4.8/5 CSAT score
- An expert in contact center transformation, delivering some of the world’s largest and most successful implementations
- Deep expertise in a range of AI products, including Agentforce, Amazon, and Google, which can be deployed to support agentic AI use cases for service
- A broad range of relevant capabilities beyond Salesforce, including genAI consulting, data, integration, change management, and testing/assurance
Meet our Agentforce readiness solution partners
Quality Clouds empowers developers, architects, platform owners, and QA leads to ensure quality at every stage, minimize rework, and scale with confidence. Their tools go beyond static code checks, providing real-time visibility, automated governance, and audit-ready compliance tailored to Salesforce’s unique development model. Their platform tackles both code and configuration, helping you to manage technical debt, enforce best practices, and maintain a resilient, business-aligned platform. Explore how Quality Clouds supports every persona throughout the development lifecycle.
If you’re a Salesforce admin, SI leader, or business executive, Swantide’s AI suite is your secret weapon. Whether you’re rolling out Sales Cloud, Service Cloud, or a custom app, Swantide can help you deliver faster, smarter, and better.
Our insights
Virtusa's technology and industry experts share knowledge on the grappling business and digital transformation challenges