June 30, 2025
Cognizant and Salesforce Just Reimagined the AI Workforce
Cognizant has expanded its partnership with Salesforce by introducing a portfolio of AI-powered customer experience and operational transformation services, purpose-built for Salesforce’s Agentforce platform. This collaboration aims to help organisations transition rapidly to a workforce that integrates human expertise with autonomous AI agents to deliver smarter, faster, and more scalable business outcomes.
“For enterprises, the real opportunity lies in deploying agents that are not only intelligent, but also deeply integrated with business context, data, and industry-specific processes. That’s where Cognizant’s partnership with Salesforce delivers value; by combining proprietary AI accelerators with systems integration, domain knowledge, and CX expertise, we help organisations orchestrate scalable agent ecosystems, enabling clients to also lead in the emerging agentic economy,” said Uday Kotla, global head of Cognizant’s CX & CRM practice, Cognizant Moment.
Agentforce is Salesforce’s enterprise-grade digital labour platform, allowing businesses to deploy intelligent agents directly into their workflows. Through the AgentExchange marketplace, users can tap into a library of certified tools, templates, and Model Context Protocol (MCP) servers, ensuring rapid deployment, governance, and enterprise-level security.
As a launch partner for Agentforce and an influential member of three Salesforce Partner Advisory Boards, Cognizant is taking a leadership role in shaping how AI agents transform the enterprise landscape. Notably, 60% of Cognizant’s Salesforce experts also hold AI certifications, and 15% are certified Agentforce Specialists.
Different Approach Across Sectors
Cognizant’s expanded services aim to reimagine how organisations approach customer service, sales, and operations by embedding AI agents seamlessly into digital processes. Over 25 enterprise clients across key sectors—including healthcare, life sciences, banking, insurance, retail, consumer goods, telecom, and manufacturing—are currently leveraging these services.
Industry-specific use cases include:
- Life Sciences: AI agents supporting customer engagement, sales outreach, and product marketing.
- Healthcare: Virtual agents offering proactive patient support and improving provider services.
- Retail & Travel: AI-powered agents focused on personalisation, crisis response, and loyalty optimisation.
- Banking & Insurance: Virtual assistants aiding advisors, managing delinquent accounts, and providing real-time sales coaching.
- Manufacturing & Telecom: Agents handling warranty management and streamlining order operations.
All-in-One Solution for AI Operations
Additionally, Cognizant is participating in Salesforce’s Business Process Outsourcing (BPO) program, providing clients with an all-in-one solution for AI operations—from licensing and software to deployment and support. This approach allows clients to optimise budgets with deferred activation and dynamic licensing, ensuring technology investments align with evolving needs.
Cognizant is also pushing the boundaries of enterprise AI with proprietary innovations. These include integrations with platforms like TriZetto and Google Agentspace, as well as Tableau Next dashboards for advanced analytics in areas like ESG compliance, customer loyalty, and anti-money laundering.
