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  • Tech Launch Perspective

    Sep. 25, 2025
    Zoho’s July 2025 product announcements signal a decisive move toward becoming an AI-first enterprise platform, with a particular focus on agentic AI. This report evaluates how Zoho’s ecosystem, including Zia Agents, Zia Agent Studio, and Zia LLM, addresses key enterprise priorities such as workflow orchestration, data governance, low-code adoption, and personalized engagement. The analysis highlights Zoho’s strong alignment with internal interoperability and privacy-first infrastructure, making it relevant for organizations pursuing embedded automation across business functions. While Zoho delivers a tightly integrated experience within its platform, broader enterprise adoption may be limited by ecosystem depth, scalability challenges, and early-stage multilingual capabilities. Everest Group’s analysis underscores Zoho’s differentiation in end-to-end AI infrastructure while also flagging potential areas for improvement. Enterprises evaluating AI-native platforms will benefit from this review’s insights into usability, extensibility, and real-world readiness of Zoho’s agentic AI offerings.
  • Thematic Report

    Aug. 17, 2023
    Generative AI is rapidly reshaping the landscape of Global Business Services (GBS). Various industries stand to gain immense potential from adopting generative AI in GBS, as it impacts business processes spanning marketing, customer service, code generation, and process optimization. However, the shift to generative AI presents its own challenges. GBS leaders are grappling with issues such as data privacy, ethical considerations, and integration complexity. The report highlights some of these challenges and identifies key concerns that GBS leaders need to address to ensure successful and responsible integration of generative AI. GBS leaders are unclear on the path forward to navigate the exciting yet complex landscape of generative AI. To ensure successful integration at their organizations, the report underscores the significance of taking a holistic approach that encompasses technology, people, processes, and continual learning and adaptation. In this report, we examine the recent developments in generative AI and its potential significance in the GBS domain. It also explores the factors fueling the hype and outlines how GBS organizations can leverage this technology to improve customer interactions, streamline operations, and automate tasks. By illustrating initial use cases and real-world examples, the report illustrates how companies are utilizing generative AI to drive efficiency and enhance user experience. Scope Industry: global services Geography: global Contents In this report, we analyze the recent developments in generative AI along with some of the potential use cases across the industry and business process areas. We also examine the adoption of generative AI in global services, highlighting the associated risks.