Brazilian Firms Automate Digital Workplace Operations

ISG’s 2026 Brazil workplace report shows rapid AI-driven automation and ranks 32 service providers on future-of-work capabilities.

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Workplace strategies emphasize AI and automation as companies seek productivity gains and predictable technology costs, ISG Provider Lens^® report says

SÃO PAULO--(BUSINESS WIRE)-- Enterprises in Brazil are reshaping workplace technology around automated operations, employee experience and adaptable infrastructure, 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 2026 ISG Provider Lens^® Future of Work Services report for Brazil finds that workplace technology has become central to corporate strategy. Companies face economic pressure, high import costs and complex operating requirements across Brazil’s large geography. The country’s digital workforce is projected to reach 32.5 million professionals in 2026, representing 31 percent of employed people. Enterprises are pragmatically assessing workplace investments based on their needs for measurable business outcomes.

“Workplace economics are changing in Brazil as companies look beyond labor savings to the business impact of technology,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “The emerging standard is an environment that delivers enhanced functionality, prevents problems, adapts to demand and delivers an employee experience that can be measured alongside cost.”

Brazilian companies increasingly view digital employee experience as a technical and financial measure linked to productivity and talent retention. Many are adopting hyperautomation, agentic AI and self-healing capabilities to make workplace support more predictive and efficient. Autonomous systems can anticipate and resolve technology problems before they affect users, while reducing human interaction in complex incidents by more than 50 percent.

Enterprises are expanding front-end AI, omnichannel platforms and virtual assistants, particularly within customer service operations. These technologies help reduce operating costs and complexity while furthering the national trend toward automation. When evaluating workplace investments, companies are favoring consumption-based, as-a-service models that allow digital infrastructure to scale quickly. These arrangements also provide greater financial predictability amid uncertain economic conditions.

In Brazil, as in other regions, security and sustainability requirements play increasing roles in workplace technology decisions. Traditional service-level agreements are becoming less common, while enterprises increasingly seek experience-level agreements and requirements that providers demonstrate effective AI use and strong security credentials. Workplace decisions now involve HR and finance departments alongside IT because they affect talent, productivity and real estate costs, ISG says.

“Brazil’s size makes workplace transformation as much an execution challenge as a technology challenge,” said Elia San Miguel, lead author of the report. “Enterprises need partners that can combine increasingly autonomous support with the operational reach required to deliver a consistent experience across highly distributed environments.”

The report also explores other future-of-work trends in Brazil, including widespread adoption of zero-trust security architectures and growing demands for robust connectivity and support across distributed, technology-intensive agribusiness operations.

For more insights into the workplace challenges facing enterprises in Brazil, along with ISG’s advice for addressing them, see the ISG Provider Lens^® Focal Points briefing here.

The report evaluates 32 unique providers across four quadrants: Workplace Strategy and Enablement Services, Digital Workplace Operations and Support Services, AI-augmented Collaboration and Experience Services and Smart and Sustainable Workplace Services.

The report names DXC Technology, Stefanini and Unisys as Leaders in all four quadrants. It names Accenture, Atos, Kyndryl and TIVIT as Leaders in three quadrants each. Capgemini, Getronics, NTT DATA, TCS and Wipro are named as Leaders in two quadrants each. Deloitte and Infosys are named as Leaders in one quadrant each.

In addition, Capgemini, Getronics, Positivo S+ and TCS are recognized as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.

A customized version of the report is available from DXC Technology.

In the area of customer experience, Infosys is named the global ISG CX Star Performer for 2026 among workplace services providers. Infosys 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.

The 2026 ISG Provider Lens Future of Work Services report for Brazil is available to subscribers or for one-time purchase on 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 and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 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/20260910168912/en/

Press Contacts:

Laura Hupprich, ISG
+1 203-517-3132
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.

Key Terms

hyperautomation technical

Hyperautomation is the coordinated use of multiple digital tools—like software robots, data analysis, and process-tracking systems—to automate large, complex business workflows end to end. For investors, it matters because it can reduce costs, speed up operations, and improve accuracy across a company’s activities; like replacing a slow, hand‑assembled production line with a network of machines that communicate and self‑adjust, it can boost efficiency and profitability while changing capital and labor needs.

agentic ai technical

Agentic AI refers to computer systems that can make their own decisions and take actions without needing someone to tell them what to do each time. It's like giving a robot a degree of independence to solve problems or achieve goals on its own, which matters because it could change how we work and interact with technology in everyday life.

self-healing capabilities technical

Software, hardware, material, or system features that detect damage or faults and automatically repair, reroute, or restore normal function without human intervention. Investors care because self-healing capabilities can reduce downtime, maintenance costs and service disruptions—similar to a car that can patch a flat tire and keep driving—so they can affect a business’s reliability, operating expenses and customer retention over time.

zero-trust security architectures technical

A zero-trust security architecture is an approach to protecting networks and data that assumes no user or device—inside or outside the corporate network—can be trusted by default. It requires continuous verification of identity, strict access controls, and tight monitoring of every request, like a digital version of checking ID at every door; investors care because it affects a company’s cyber-risk profile, compliance costs, and the reliability of systems that support operations and revenue.