EdgeVerve AI Next Operations & Service Management (OSM)
Infosys Ltd · HR & Talent
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
Powered by EdgeVerve AI Next, a unified AI platform, Operations & Service Management (OSM) enables AI-led transformation of Global Business Services (GBS)/Global Capability Centers (GCCs)
Co-created with GBS leaders, OSM is an intelligent, end-to-end business workflow orchestration offering that helps GBS/GCC enterprises move to a value-centric model at speed and scale.
Show the rest of the publisher’s description (16 more lines)
An Agentic AI-powered offering, OSM is packed with powerful workflow orchestration capabilities—from AI-driven service request handling and intelligent case management to dynamic workforce allocation and insightful dashboards.
OSM is a highly scalable and adaptable solution designed to seamlessly orchestrate and scale work across humans, bots and AI agents.
Value Proposition
EdgeVerve AI Next OSM helps GBS/GCC enterprises transform operations across front, mid and back-office functions with intelligent business orchestration. It enables:
- Digitizing & Automating Processes: With AI-powered end-to-end automation across geographies and business units
- Enterprise-wide Visibility & Faster Decisions: With customized persona-based dashboarding and reporting it offers Leadership real-time visibility & insights
- Engage & Empower Workforce: With a unified interface for teams to streamline workflows, enhance collaboration, & drive efficiency
- Boost operational efficiency and effectiveness: With intelligent smart allocation and leveraging data-driven transformation
- Elevate Customer Experience: With high degree of Straight-through processing (STP) and augmenting agents with contextual insights
Key Capabilities
- Service Request Management: Enables AI-powered, efficient management of service requests using AI agents, bots, and human agents
- Case Management: Well defined and configurable workflows to allow you efficiently handle processes – with and without human assistance.
Easily monitor and manage a case at every level of intervention with:
- Workforce Management: Easily set up a cross-functional, multi skilled team that can handle varying workloads efficiently & effectively. Rich options to easily engage & manage users by workgroups, schedules, and skills
- Smart Allocation: Intelligently allocates the right task to the right teams & individuals at the right time with AI-powered and/or rule based automation
- Dashboards & Reports: Personalized dashboards and reports: Multi-functional & persona-specific dashboards to analyze the entire business operations; custom reports around schedules, SLA, TAT, and more
Highlights
Highlighted by the publisher on AWS Marketplace.
Key Features • Service Request Mgmt.: Enables AI-powered management of service requests using AI agents, bots, and human agents • Case Mgmt.: Highly configurable workflows to handle processes with or without human assistance • Workforce Mgmt.: Handle varying workloads efficiently by orchestrating it across workgroups, schedules, and skills • Smart Allocation: Intelligently allocates the right task to the right teams/individuals • Multi-functional & persona-specific dashboards
• Unified AI Platform: One unified AI platform with market leading capabilities to orchestrate across front, mid, and back office • Commitment to Business Outcomes: including headcount capacity savings, TAT improvement and maximizing ROI/impact • Flexibility: Highly customizable; deployment flexibility; PolyAI architecture to support in-house/3rd party AI models • Proven GBS Transformation Expertise: EdgeVerve & Infosys have decades of combined experience in driving GBS digital transformations
Below are some of the outcomes delivered by EdgeVerve AI Next OSM across industries: • BANKING: Transforming Business Ops & IT Services at UK bank; driving ~25% hyper productivity improvements (more) • TELECOM: Streamlined front & back-end operations to Telecom major; saving 60K hours annually; reducing AHT from 30 mins to 9 mins (more) • SHIPPING & LOGISTICS: Driving GBS transformation for a Shipping & Logistics Major (more) • HEALTHCARE: F&A transformation spanning 65+ countries saves $16M
Agent build and provenance
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Compliance
- FedRAMPConfirmedNot listed90%, registry-checkedNo FedRAMP Marketplace entry matched this vendor's domain, checked 2026-08-27registry recordas observed 2026-08-27
Confirmed means matched to a public authoritative registry. Claimed means the vendor or its listing states it, not yet cross-checked. A framework not shown was not found in any source we hold, which is not evidence against it. Not listed means a scoped registry check found no match for this vendor's domain: a No is a scoped registry check, not a compliance judgment. Confidence bands: 95% domain-verified, 90% registry-checked, 80% self-attested, 70% weak signal. Self-attested items marked “vendor's site” are gathered from the vendor's own website and are not verified by us.
Vendor
External enrichment · as of 2026-08-10
Sources
Linked repositories
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