EdgeVerve AI Next Operations & Service Management (OSM)

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. 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