CGI & Freshworks partner to deliver AI service tools in UK
CGI has entered a partnership with Freshworks to deliver AI-driven service management tools to mid-market and public sector organisations in the UK. The two companies will focus initially on sectors such as higher education and policing, aiming to help UK organisations manage digital transformation more efficiently.
Partnership objectives
Under the agreement, CGI will establish a Freshworks Centre of Excellence in the UK. The centre will be responsible for developing artificial intelligence capabilities, defining best practices, and promoting scalable deployments of Freshworks' service management platforms, including Freshservice and Freshdesk.
CGI and Freshworks will collaborate on education programmes to upskill professionals in modern service practices. The aim is to support organisations in improving the quality and pace of service delivery, as well as optimising operational efficiency and user satisfaction.
Technology integration
The partnership combines CGI's experience in large-scale IT transformations with Freshworks' suite of AI-powered service software. By integrating these capabilities, the two firms intend to simplify service delivery and customer experience, while supporting efforts to reduce costs and drive efficiency in IT operations.
Reference to CGI's latest global research shows that 84% of business and technology executives are accelerating digital transformation, in part due to increasing business complexity.
Sector focus
The joint initiative will prioritise deployment in higher education and policing. These sectors face increasing demands for digital services and systemic efficiency, with a focus on reliable support operations and enhanced user experience for employees and constituents.
Through the Freshworks Centre of Excellence, CGI will offer specialist expertise to support sector-specific needs. The partners plan to expand deployment of the service management tools to other areas in future, but initial efforts will centre on those sectors with high volumes of customer or user interactions.
Leadership statements
"CGI has deep expertise in delivering large-scale IT transformations that enhance service operations across industries. Through this partnership with Freshworks, we are combining CGI's proven transformation capabilities with Freshworks' modern, AI-powered technology to help organisations simplify service delivery, improve efficiency, reduce costs, and elevate user satisfaction. This partnership accelerates both organisations' shared ambition to reshape the service management landscape-delivering faster, smarter, and more human-centred services," said Frieda Morton-Evans, Vice-President, Business Consulting, CGI.
Laura Padilla, Senior Vice-President of Global Channels and Partners at Freshworks, said, "Partnering with CGI is a key milestone for Freshworks and a testament to our up-market momentum. CGI's proven track record in delivering large-scale IT transformations, combined with our intuitive, AI-powered software, will enable mid-market and public sector organisations to innovate faster and deliver superior employee and customer experiences."
