AUSTIN, Texas--(BUSINESS WIRE)--Sep 9, 2026--
Certinia today unveiled the System of Action for services businesses, which understands context, applies judgment, and then acts on trusted data and reasoning, so that every decision drives toward real business outcomes.
This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260909879512/en/
According to the 2026 Global Service Dynamics Report, an independent survey of 1,000 services and IT leaders worldwide, nearly all (98%) have deployed AI in their organization, but only 20% say it has exceeded expectations. Among those reporting success, 70% describe their operations as aligned or fully integrated across sales, delivery, finance, and customer success. Certinia's System of Action is built for exactly that kind of connectivity — uniting the data, the judgment, and the ability to act so that services organizations can run their businesses with certainty.
Certinia's System of Action powers modern services organizations through three integrated components. The first is foundational context: Certinia brings together professional services, customer success, financial management, and CRM data with the unstructured reality of daily work — calls, threads, meetings — into one unified source of truth, closing the gap between what's happening on the ground and what the business needs to know in real-time. The second is compounding intelligence; built on more than 17 years of Certinia's services domain expertise, drawn from the breadth of real projects, timecards, resourcing decisions, and estimates processed across its workflows, so judgment sharpens with every decision. The third is agentic action, which carries that judgment out exactly when and where it's needed, bringing the right knowledge and reasoning to every action across the services lifecycle.
Strengthening the System of Action is the largest expansion of Certinia's Veda AI suite to date, delivering an unprecedented solution purpose-built to operate businesses and accelerate sales & delivery across the entire services lifecycle. This includes new agents, a doubled library of Veda Intelligent Actions (VIAs) that bring Certinia's services expertise directly into existing workflows, and deployment options that provide the flexibility for organizations to use the AI in ways that best fit their stack, strategy, and requirements.
"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 — and it's why our latest agentic capabilities help customers unlock stronger margins, faster time-to-outcome, and greater customer value."
“Organizations that connect management efficiency gains to delivery quality improvements achieve the strongest overall ROI. The key design principle: AI must be integrated across the full life cycle, not deployed as isolated tools in individual functions,” said Mickey North Rizza, Group Vice President, Enterprise Software and Agents, IDC ¹.
New Veda Agents to Run the Business and Accelerate Sales & Delivery
Certinia's expanded suite of agentic capabilities introduces a lineup of 14 new out-of-the-box Veda agents to accelerate sales and delivery.
Each agent turns the unstructured context of daily work into organizational memory, so automation gets sharper, capturing best practices with every project instead of starting from zero each time.
Using Veda's new agentic capabilities, services teams are able to:
Expanded Veda Intelligent Actions and Capabilities to Streamline Workflows
Certinia has more than doubled the library of Veda Intelligent Actions (VIAs) from 64 to 135. Veda Intelligent Actions are bite-sized, reusable capabilities that bring Certinia's deep domain expertise directly into a customer's workflow and whatever tools their teams already use.
New VIA capabilities offer benefits across every part of a services business:
AI Your Way Provides a New Level of Deployment Flexibility
Most vendors force customers to either adopt their proprietary AI or bring their own and lose depth. With Certinia’s new AI Your Way features, service firms no longer have to compromise. These capabilities provide flexibility across the Veda AI suite, letting organizations use the AI and agentic framework that fits their stack, strategy, and requirements.
Certinia's AI Your Way capabilities give services organizations the option to:
Whether an organization is standardized on Agentforce, building on Claude or Microsoft Copilot, or wants Certinia's own native AI platform to do the heavy lifting, every path draws from the same library of trusted, governed actions grounded in the right context and judgment.
Committing to 100% Agentic Capability Coverage by Year End
Today’s release accelerates a broader trajectory that will culminate in 100% agentic capability coverage across Certinia’s System of Action by year-end, comprising 40+ agents and 300+ VIAs across the services lifecycle. Every professional services, customer success, and financial workflow will be able to be executed by an agentic capability or a human, giving organizations total flexibility in how they operate.
The Advantage That Compounds
As AI models become increasingly interchangeable, competitive advantage will shift to organizations holding the specific data and judgment those models depend upon to act. While every services organization will soon have access to roughly the same AI intelligence, they will not have the same underlying data, institutional judgment, or track record of decisions made and outcomes fed back into ongoing judgment.
That is the unique advantage Certinia has that no other PSA vendor built on siloed functionality can replicate. Certinia's depth of proprietary context and intelligence is what makes Veda the most complete and trustworthy agentic solution built on real business judgment, and it is why Certinia is the durable advantage the world's leading services organizations are built upon to help them protect margins, shorten time-to-outcome, and grow customer value with certainty.
To learn more and see the System of Action in practice, register for Certinia's live webinar Insight to Impact: Introducing the System of Action for Modern Services on September 30, 2026, as product experts demonstrate the system and how it can benefit your organization.
¹ IDC, Operationalizing AI in Professional Services: Practical Steps Toward an Intelligent Operating Model, #US54625226, June 2026
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 the entire services lifecycle. Purpose-built for professional services, customer success, and financial management, the 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. For more information, visit www.certinia.com.
Certinia's System of Action architecture, spanning Professional Services, Customer Success, and Financial Management.
RIO DE JANEIRO (AP) — Brazilians were voting in Sunday’s polarizing presidential runoff between incumbent President Luiz Inácio Lula da Silva and Flávio Bolsonaro, a contest that will determine whether the U.S. will significantly expand its growing influence in Latin America.
Polls showed the two candidates, who need more than 50% of the vote to become Brazil’s next leader in January, in a neck-and-neck race. The election pits the left-of-center veteran politician Lula against Bolsonaro, an ally of U.S. President Donald Trump and the son of imprisoned former President Jair Bolsonaro.
Flávio Bolsonaro bested Lula by more than 2.2 million votes in the first round of the election earlier this month. However, more than 33 million voters out of nearly 160 million did not turn out.
Bolsonaro and Lula have opposing ideological views on issues ranging from U.S.-Brazil relations and climate change to social welfare.
A win for Bolsonaro would signify a pivot to the right by Latin America's most populous country and its largest economy, in a year when Trump allies have scored victories in Chile, Peru and Colombia. A victory for Lula would leave Brazil and Mexico with left-of-center leaders.
In many ways, Brazil’s runoff vote is another tight rematch between the country’s two polarized political forces that trigger passion as much as loathing. Four years ago, Lula beat Bolsonaro’s father by the narrowest margin since the country’s return to democracy in 1985.
Lula, who first governed Brazil between 2003 and 2010, has faced a tough reelection battle because of concerns about the cost of living and security. Bolsonaro made a tough-on-crime approach the cornerstone of his campaign and pledged to bring down food costs.
Both have been hit by corruption suspicions involving family members and allies, with Bolsonaro implicated in a sprawling scandal rocking Brazil. Lula previously spent more than a year in prison on corruption convictions that were eventually annulled.
Bolsonaro’s admission that he accepted about $12 million from disgraced former banker Daniel Vorcaro to produce a film on his father’s life has cast a shadow over his campaign. He is under investigation for corruption, money laundering and tax evasion in connection with the case.
As Bolsonaro voted at a school in Rio de Janeiro, his supporters shouted “Lula, thief, your place is in prison” while Lula’s supporters chanted in his support.
“The time of real change has arrived,” Bolsonaro said. “Brazil can’t go on for another four years on its current trajectory.”
In the lead-up to the vote, Lula frequently portrayed Bolsonaro, whose father is under house arrest for attempting a coup, as a threat to democracy. Bolsonaro has promised to seek an amnesty for his father if elected.
Lula, trying to lure undecided voters, has invested in costly incentives. His government endorsed a debt relief program for small businesses and promised free public transportation on weekends. A major win then came when the Senate backed a popular proposal to end the six-day working week.
Lula thanked his voters for an outpouring of support while casting his ballot in the city of Sao Bernardo do Campo, where he began his political career as a union leader in the 1960s. “It is a lot of generosity, a lot of care, a lot of love. I will be forever grateful,” Lula said.
Lula voters turned out Sunday driven by his history of supporting marginalized people and working to lift Brazilians out of poverty.
“Lula is a man of the people and he knows what it’s like to be poor,” Luzia da Souza, who runs a bar in Rio de Janeiro, said. "I find it impossible not to vote for him.”
Anderson Falcão, a 43-year-old journalist in Brasilia who sported a red shirt in support of Lula, said he worried about Bolsonaro’s long-term political vision, which he called “exclusionary.”
“It’s a project that harms the less fortunate, harms the worker, women, the forest, the Amazon,” he said.
Bolsonaro voters, many of whom wore yellow and green Brazil jerseys in support of the senator, said they want change.
“Things are really expensive and taxes are too high,” Fabianne Borges Santoro, a 45-year-old physiotherapist in Rio de Janeiro, said. She added that she once voted for Lula’s party but now associates it with corruption.
Kelvin Gomes Pimental, a 28-year-old data analyst in Brasilia, voted for a third-party candidate in the first round, making his vote a decisive one in this election. He ultimately decided to vote for Lula.
“It’s not even about Flávio himself. It’s also very much about the management of the other Bolsonaro government. He wanted to stage a coup,” he said. “These issues scare me a little.”
Diogo Furtado, a 35-year-old Uber driver in Rio de Janeiro, didn’t vote the first time because of his work, but said he'll vote blank on Sunday. He said that neither candidate convinced him.
“Brazil needs a new candidate,” Furtado said. “But unfortunately our country has become dominated by two names: Lula and Bolsonaro."
In Bahia state, a stronghold for President Luiz Inácio Lula da Silva, whose voters tend to live in areas that depend more heavily on buses, at least 75 public buses were prevented from leaving municipal garages during the presidential runoff vote, according to a state electoral judge. He ordered the arrest of the mobility secretary of the capital Salvador, Pablo Souza, in relation to the case.
Mayor Bruno Reis, a Bolsonaro ally, blamed trade unionists for illegally sticking Workers’ Party materials onto transit vehicles for the measure.
President of Brazil’s Superior Electoral Court, Kassio Nunes Marques, confirmed that electoral authorities received a report on problems with buses in Bahia that is being analyzed. He did not confirm if voting would be extended, which Lula requested in Salvador and Sao Paulo, where issues with public transportation were also reported in the city with a mayor allied with Bolsonaro.
“We will not be robbed by mayors, governors or businessmen," Lula told press. "These people need to respect democracy."
Bolsonaro did not immediately comment on the issue.
International observers earlier in the day said that voting was occurring peacefully and with transparency and did not immediately comment on the incident.
Lula criticized the U.S. president before Brazil's election, speaking about the risks of U.S. intervention in Brazilian elections after the Trump administration imposed high tariffs against Brazilian exports and classified drug-trafficking groups as foreign terrorist organizations. Experts say the moves may have been intended to make Lula look soft on crime.
Flávio Bolsonaro has touted his proximity to the White House and insisted that Brazil needs to strike better deals with the Trump administration, including in the rare minerals economy. Brazil estimates that its deposits hold up to 21 million tons, second only to China. He denies he's being helped by the U.S. government.
Trump said Sunday that he is watching the election but declined to endorse a candidate.
Voting in Brazil is conducted electronically and the result is usually available within hours after polling stations close at 5 p.m. (2000 GMT) in Brasilia.
Savarese reported from Sao Paulo. Brigida reported from Brasilia.
Follow AP’s coverage of Latin America and the Caribbean at https://apnews.com/hub/latin-america
Opposition presidential candidate Sen. Flávio Bolsonaro flashes a victory sign as he arrives in Brasilia, Brazil, on the day of the presidential runoff election, Sunday, Oct. 25, 2026. (AP Photo/Eraldo Peres)
President Luiz Inacio Lula da Silva, who is seeking reelection, waves after voting in the presidential runoff in Sao Bernardo do Campo, Brazil, Sunday, Oct. 25, 2026. (AP Photo/Andre Penner)
Opposition presidential candidate Sen. Flavio Bolsonaro and his wife Fernanda Bolsonaro give a thumbs during the runoff presidential election in Rio de Janeiro, Sunday, Oct. 25, 2026. (AP Photo/Silvia Izuierdo)
People walk along the beach during the presidential runoff in Rio de Janeiro, Sunday, Oct. 25, 2026. (AP Photo/Lucas Landau)
President Luiz Inacio Lula da Silva, who is seeking reelection, waves after voting in the presidential runoff in Sao Bernardo do Campo, Brazil, Sunday, Oct. 25, 2026. (AP Photo/Andre Penner)
President Luiz Inacio Lula da Silva, who is seeking reelection, wears glasses given to him by a supporter after voting in the presidential runoff in Sao Bernardo do Campo, Brazil, Sunday, Oct. 25, 2026. (AP Photo/Natacha Pisarenko)
Voters line up at a polling station during the presidential runoff in Brasilia, Brazil, Sunday, Oct. 25, 2026. (AP Photo/Eraldo Peres)
President Luiz Inacio Lula da Silva, who is seeking reelection, displays a Brazilian flag before voting in a presidential runoff in Sao Bernardo do Campo, Brazil, Sunday, Oct. 25, 2026. (AP Photo/Andre Penner)
Voters line up at a polling station during the presidential runoff in Brasilia, Brazil, Sunday, Oct. 25, 2026. (AP Photo/Eraldo Peres)
Voters line outside a polling station up during the presidential runoff in Rio de Janeiro, Sunday, Oct. 25, 2026. (AP Photo/Bruna Prado)
A supporter of President Luiz Inacio Lula da Silva, who is seeking reelection, lines up at a polling station during a presidential runoff in Brasilia, Brazil, Sunday, Oct. 25, 2026. (AP Photo/Eraldo Peres)
Opposition presidential candidate Sen. Flavio Bolsonaro and his wife Fernanda Bolsonaro give a thumbs during the runoff presidential election in Rio de Janeiro, Sunday, Oct. 25, 2026. (AP Photo/Silvia Izquierdo)
Voters wait to cast their ballots during a presidential runoff in Rio de Janeiro, Sunday, Oct. 25, 2026. (AP Photo/Lucas Landau)
Red T-shirts depicting Brazilian President Luiz Inacio Lula da Silva, who is running for reelection, and yellow T-shirts depicting opposition presidential candidate Sen. Flavio Bolsonaro hang for sale outside a building ahead of Brazil's presidential runoff election in Autazes, Amazonas state, Brazil, Saturday, Oct. 24, 2026. (AP Photo/Edmar Barros)
Brazilian President Luiz Inacio Lula da Silva, right, who is running for reelection, and his running mate Geraldo Alckmin raise their arms in unison at the end of their final campaign rally, a day ahead of the presidential runoff election in Sao Paulo, Brazil, Saturday, Oct. 24, 2026. (AP Photo/Natacha Pisarenko)
Opposition presidential candidate Sen. Flavio Bolsonaro, center, leaves after his final campaign rally a day ahead of the presidential runoff election in Rio de Janeiro, Saturday, Oct. 24, 2026. (AP Photo/Bruna Prado)
Supporters of opposition presidential candidate Sen. Flavio Bolsonaro cheer during his final campaign rally a day ahead of the presidential runoff election in Rio de Janeiro, Saturday, Oct. 24, 2026. (AP Photo/Lucas Landau)
A girl standing on a man's shoulders reaches out amid a crowd of supporters of Brazilian President Luiz Inacio Lula da Silva, who is running for reelection, during his final campaign rally, a day ahead of the presidential runoff election in Sao Paulo, Brazil, Saturday, Oct. 24, 2026. (AP Photo/Natacha Pisarenko)
