Digital Workplace Services

Through the telescope of work, workspace, and workforce, flexibility around how, where, and when work happens is no longer a differentiator — the office environment is outmoded. Remote working was a temporary solution during the pandemic, but it has changed the world of work for always. Today's choice of enterprises to go hybrid will define the future of work.

Evolution of digital workplace services across the three horizons (H1 to H3)

Market dynamics across the three horizons
Show all horizons

H3

Human-centric and sentient

Key patterns

Digital collaboration

  • Intelligent and sentient collaboration
  • Intelligent knowledge networks
  • Immersive collaboration and metaverse

Device infra and life cycle management

  • Cognitive AI operations
  • PC as a service (PCaaS)

Workplace security and user privacy

  • Hybrid work
  • Threat analytics
  • Password-less/biometric authentication

Employee experience

  • Unified and sentient experience
  • Immersive experience

Unified communications contact center as a service (UCaaS)

  • Integrated UCaaS, CCaaS, and communication platform as a service (CPaaS)

Connected workspaces

  • Immersive workspaces on metaverse (focus on phygital and ESG goals)

Service desk

  • AI next-gen machine-first service desk
  • AI-powered virtual agent

Digital learning

  • Hybrid immersive learning
  • Experiential learning

H2

Digital employee experience

Key Patterns

Digital collaboration

  • Collaborative apps
  • Visual collaboration
  • Asynchronous collaboration

Device infra and life cycle management

  • Persona-based device as a service
  • Digital employee experience management
  • Cloud virtual desktops

Workplace security and user privacy

  • Remote workplace security
  • Cloud-based and zero trust
  • Multifactor authentication

Employee experience

  • Mobile and web apps
  • Business platforms delivering Employee experience
  • Enterprise-centric experience

Unified communications contact center as a service (UCaaS)

  • UCaaS
  • Contact center as a service (CCaas)

Connected workspaces

  • Smart spaces (focus on sustainability)

Service desk

  • Automated and persona-driven service desk
  • Service experience and shift-left

Digital learning

  • Digital learning

H1

Employee-productivity focused

Key Patterns

Digital collaboration

  • Collaboration tools
  • Document and information management
  • Social collaboration

Device infra and life cycle management

  • End user computing
  • Automation and reactive support

Workplace security and user privacy

  • Securing the enterprise boundary and data
  • On premises

Employee experience

  • Packaged point solutions/products
  • Intranet portal
  • Employee engagement

Unified communications contact center as a service (UCaaS)

  • Telephony and voice over internet protocol (VoIP) services
  • Contact center solutions

Connected workspaces

  • Building and facility management (focus on occupancy, operational efficiencies)

Service desk

  • People-/agent-centric
  • Interactive voice response (IVR)

Digital learning

  • Traditional instructor-led classroom-based training

Key trends across digital workplace services subdomains

Digital collaboration

Trend 1

Next gen collaborative apps to enhance hybrid work experience

Employees face difficulty switching between multiple applications, which leads to poor user experience, reduced efficiency, and declining productivity. Our assessment says that employees are frustrated with the tools that require significant technology resources and personal focus to use effectively.

Trend 2

Metaverse facilitates immersive collaboration

The major drawbacks of remote working are the sense of disconnection, misinterpretation of information, etc. Metaverse is the next era of collaboration, powered by the convergence of mixed reality, AI, real-time communications, and immersive digital environments.

Device infra and life cycle management

Trend 3

Cloud-powered endpoint management platforms gain prominence

Enterprises increasingly migrate their existing on-premises applications and related platforms to the cloud. The result is an increased adoption of cloud-native endpoint management platforms and open frameworks.

Trend 4

Digital experience management drives efficiency

XLA requires an integrated platform to capture user experience at various levels - onboarding, device, service and incident handling, and wellbeing experience, and self-service and self-heal services to the end users.

Workplace security and user privacy

Trend 5

Widespread adoption of integrated data security solutions

Enterprises increasingly modernize with the adoption of the digital workplace, specifically during and beyond the pandemic. Microsoft and Google have their focus on enabling digital workplace with foundational construct of security integrated into the digital workplace ecosystem.

Trend 6

Organizations combine zero trust and SASE to establish perimeter less workplace

Enterprises increasingly take initiatives to replace VPNs with ZTNA to enable flexible workforce access, reduce risks, and achieve zero trust alignment. However, user mobility and cloud adoption have added significant complexity, putting enterprises and their stakeholders at risk.

Employee experience

Trend 7

Transformation toward unified and human-centric mobile-first experience

The key pillars of employee experience transformation are human centricity (adopting a human-led approach), unification (having a central platform to drive engagement), inclusivity (removing traditional accessibility barriers), hyperpersonalization (driving engagement with contextualized experiences), transparency (bringing employees along on the journey), and measurability (uniting employees through shared successes).

Trend 8

Wellbeing and sustainability at the core

A healthy workplace environment positively impacts employee happiness and loyalty, which increases productivity. Sustainability performance is getting embedded into companies' practices as employees are more socially and environmentally conscious now. An integrated experience across ecosystems, wherein employees can experience a seamless experience across partner ecosystems and consume products/services is crucial for employee retention.

Unified communications and contact center as a service

Trend 9

Cloud migration and digital inclusivity become essential

As enterprises focus on return to work and hybrid working, enterprises need to have the right toolset for communication and collaboration to ensure digital inclusivity. Our research reveals that diversity of employees can bring new strength and resilience to businesses.

Trend 10

Cognitive and connected platforms drive verticalized experience

Customer care for internal and external customers in the current enterprise environment immensely vary in experience. External customer care expectations have considerably increased with rich consumer collaboration tools.

Connected workspaces

Trend 11

More focus on productivity and collaboration

With varying needs of teams to collaborate, the conventional design of meeting rooms must undergo a major rethink. Modern buildings enable formal, informal, and remote collaboration through creative design of agile spaces, design studios, ideation walls, cafe like seating, etc.

Trend 12

Sustainability solutions gain prominence

The emerging horizon indicates adoption of predictive analytics for forecasting energy/water needs, optimizing operational costs by predicting equipment maintenance. More mature organizations are looking at digital twins for modeling of current operations and simulating operating parameters to optimize their emissions and operations.

Service desk

Trend 13

Smart operations enhance agent performance

With a focus on providing consistent agent performance, personalized responsiveness to customers, and empathy-driven conversations, Infosys ' framework utilizes the power of digital technologies.

Trend 14

Digital assist transforms agent experience

Digital assist empowers agents by mining past and current customer interactions and turning them into actionable insights. This increases agent productivity, improves access to learning, reduces manual efforts, and increases success rate during customer conversations.

Digital learning

Trend 15

Personalized learning to build future-ready workforce

Personalized learning provides users with a combination of bite-sized micro-learning modules alongside in-depth content to suit individual needs and styles of learning. Learning experience is elevated using gamification elements such as points, badges, and leaderboards.

Trend 16

Learning analytics to create more opportunities for employees

Data integration with other organization-wide systems, such as HR platforms and applications, helps transfer learning data to drive business decisions around the career progression of employees and staffing for client projects.

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Ask Experts

Chidambaram Ganapathi

AVP & Head - Infosys Digital Workplace Services

Vivin George

AVP & Senior Technology Principal Architect

Saravanan Rajappa

Principal Technology Architect

Manesh Sadasivan

AVP & Senior Principal Technology Architect

Sumanth S

Principal Technology Architect

Asif Ahmed

Principal Consultant

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