Certinia today unveiled the System of Action for services businesses, backed by the largest expansion of its Veda AI suite to date, and committed to 100% agentic capability coverage across entire services lifecycle by year-end. The expansion adds 14 new Veda agents and doubles the Veda Intelligent Actions library from 64 to 135. New AI Your Way capabilities let organizations run Veda natively within Certinia, through Salesforce Agentforce, or headlessly via MCP in tools like Claude and Microsoft Copilot. The announcement was made from Austin, Texas.
According to 2026 Global Service Dynamics Report, independent survey of 1,000 services and IT leaders worldwide, nearly all have deployed AI but only 20% say it exceeded expectations. Among those reporting success, 70% describe operations as aligned across sales, delivery, finance, and customer success. Certinia System of Action is built for that connectivity, uniting data, judgment, and ability to act.
Certinia System of Action powers modern services through three integrated components: foundational context bringing together professional services, customer success, financial management, and CRM data with unstructured reality of daily work into unified source of truth; compounding intelligence built on 17+ years of services domain expertise; and agentic action carrying judgment out when and where needed.
"AI can only move the needle for our customers when it's grounded in real business context and judgment they can trust — a system that understands the business, reasons through it, and acts with little to no margin for error," said DJ Paoni, Chief Executive Officer, Certinia. "That's what our System of Action delivers. Only Certinia can combine a trusted, unified data foundation with our breadth of services expertise and deep business reasoning to meet the accuracy standards services businesses require."
Expanded suite introduces 14 new out-of-the-box Veda agents turning unstructured context into organizational memory. Teams can sell and plan with precision cutting proposal creation from 8 hours to 1, driving 300% increase in proposal execution while handling 15X more RFPs and supporting 2X faster sales cycles. New agents include Deal Coach, RFP Responder, Call Summary, Call Coach, SOW Drafter, and PMO Quality. For delivery and execution, firms reclaim 50% of project time lost to administrative tasks saving 5-10 hours per person per month. New agents include Solution Architect, Implementation Plan, and Project Manager. For manage and expand, new agents include PMO Leadership, Knowledge Base, Business Analyst, and Customer Story delivering 90% reduction in allocation cycle time and 60% faster onboarding.
Library of Veda Intelligent Actions more than doubled from 64 to 135. For professional services, AI parses resumes into skills profiles and surfaces ranked resource recommendations. For customer success, CS Agent summarizes account health and surfaces expansion signals. For financial management, actions post and reverse GL transactions and generate revenue schedules via MCP.
AI Your Way provides deployment flexibility to employ purpose-built agents standardized on Salesforce Agentforce, use agents natively within Certinia, or deploy inside Slack, Claude, Microsoft Copilot via headless architecture and MCP.
About Certinia
Certinia is the leading System of Action for services businesses, powering organizations with the unified source of truth, services expertise and reasoning, and agentic action to bring the right knowledge and judgment to every decision across entire services lifecycle. Purpose-built for professional services, customer success, and financial management, world's leading services organizations rely on Certinia to maximize margins, deliver faster time-to-outcome, and grow customer value with certainty. Certinia is backed by Haveli Investments, TA Associates, General Atlantic, and Salesforce Ventures.
