Brazilian Enterprises Redefine Work with AI, Automation

Organizations embrace intelligent workplace technologies to enhance productivity, collaboration, employee experience, ISG Provider Lens^® report says

SÃO PAULO--(BUSINESS WIRE)-- Organizations in Brazil are expanding their use of AI and other technologies to modernize work and employee experience for greater productivity and enterprise agility, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2025 ISG Provider Lens^® Future of Work Services report for Brazil finds that many companies are reshaping the way employees interact with technology, introducing intelligent systems that make work processes more efficient and adaptable to changing requirements. Service providers are expanding operations in Brazil to help clients integrate new digital workplace tools in ways that best suit their needs.

“Brazilian enterprises are moving beyond basic digitalization toward intelligent automation that supports both business outcomes and employee well-being,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “AI-enabled workplaces are improving productivity, engagement and sustainability across all sectors.”

Companies in Brazil are training intelligent digital agents, currently used in customer service, for application in areas such as sales and human resources, ISG says. These tools, available commercially as services, manage complex processes to reduce response times and improve accuracy. By expanding the use of digital agents to strategic functions affecting revenue and talent management, enterprises are significantly increasing their business value.

Cloud-based platforms and AI-enhanced communication tools help teams operate seamlessly across locations and devices, ISG says. These solutions enable personalized employee experiences, a crucial capability given Brazil’s cultural diversity. Companies are adopting sentiment analysis, which can improve employee satisfaction and retention, at a slower pace than in other regions, ISG says. Service providers are dedicating significant resources to making clients aware of its potential.

Enterprises are also using automation and analytics to make workplace operations more sustainable and adaptive, the report says. Smart workplace systems employ sensors and predictive analytics to optimize energy use, workspace allocation and maintenance scheduling. These capabilities not only reduce environmental impact but also improve cost efficiency and employee comfort.

Companies in Brazil are seeking workplace technology service providers that have expertise in compliance with the country’s General Personal Data Protection Law (LGPD) and other local regulations, along with environmental, social and governance (ESG) practices, ISG says. They look for partners that can engage in co-creation to meet specific local market and sector requirements.

“Organizations that successfully integrate automation, analytics and AI are setting new standards for workplace excellence,” said Cristiane Tarricone, lead author of the report. “Leading service providers have tuned their offerings and operational approaches to helping clients in Brazil successfully transform their workplaces.”

The report also explores other workplace technology-related trends in Brazil, including the growing importance of upskilling and reskilling programs focused on AI readiness and the emerging focus on ethical AI practices.

For more insights into the workplace technology-related challenges faced by enterprises in Brazil, plus ISG’s advice for overcoming them, see the ISG Provider Lens^® Focal Points briefing here.

The 2025 ISG Provider Lens^® Future of Work Services report for Brazil evaluates the capabilities of 31 providers across six quadrants: Workplace Strategy and Enablement Services, Collaboration and Next-gen Experience Services, Managed End-user Technology Services, Continuous Productivity Services (including Next-gen Service Desk), Smart and Sustainable Workplace Services, and AI-Augmented Workforce Services.

The report names DXC Technology and Stefanini as Leaders in all six quadrants. It names Atos, TIVIT and Unisys as Leaders in five quadrants each. Kyndryl, TCS and Wipro are named as Leader in four quadrants each, and Accenture is named as a Leader in three quadrants. Deloitte and Getronics are named as Leaders in two quadrants each. Capgemini, Dedalus, HCLTech, NTT DATA and Positivo S+ are named as Leaders in one quadrant each.

In addition, HCLTech is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in three quadrants. Capgemini, Getronics, NTT DATA and Positivo S+ are named as Rising Stars in one quadrant each.

In the area of customer experience, Microland is named the global ISG CX Star Performer for 2025 among workplace service providers. Microland 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.

The 2025 ISG Provider Lens^® Future of Work Services report for Brazil is available to subscribers or for one-time purchase on this webpage.

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 Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20251111018161/en/

Press Contacts:

Laura Hupprich, ISG

+1 203-517-3100

laura.hupprich@isg-one.com

Thábata Mondoni, Mondoni Press for ISG

Mobile: +55 11 98671 5652

thabata@mondonipress.com.br

Source: Information Services Group, Inc.