Digital Workplace Services

• Evergreen cloud-powered collaboration platforms (O365, Google workspace, Zoho)
• Video conferencing apps help remote stakeholders connect and feel part of the community
• Team and asynchronous collaboration platforms combine messaging, meetings, and calling in one place for daily work (MS Teams, Slack, Webex, Google Chat, and Spaces)
• Live event and external collaboration platforms with tracking and managing capabilities for hybrid audiences
• Unified collaborative applications to complete tasks without switching contexts

• Generative AI-powered digital assistants enhance user interaction by offering empathetic, personalized responses to boost productivity
• A cocreation experience that unites teams, content, and tasks, enabling real-time collaboration to achieve individual, team, and business goals (Microsoft Loop, Planner, and Whiteboard)
• Digital knowledge management is shifting from search to findability through automated categorization, better search, and efficient tag management (M365 Copilot, SharePoint Premium, and Azure Search)
• Visual collaboration platforms with canvas features
• Intelligent knowledge networks use generative orchestration, knowledge graphs, and connectors to turn data into knowledge (Copilot extended with graph-based integrations for CRM, ITSM, data lakes, and external sources)

• Multiagent collaboration enables agent-to-agent and agent-human coordination to automate enterprise tasks and speed decision-making (Microsoft Copilot Studio, Azure AI Foundry, and Google AgentSpace)
• Task-centric work hubs integrate productivity apps and agents, powered by agentic AI (Microsoft Copilot Studio or Google AgentSpace)
• Collaborative tools incorporated with guided attention capabilities (Miro AI Sidekicks, Notion AI, Teams Copilot)
• AI native workplace applications providing hyperpersonalized and adaptive experience
• AI-powered MR experiences use generative image editing and 3D and video models to enable immersive, shared content creation (Nano Banana, RODIN, SORA, and Luma AI)

• Corporate-owned Windows-based desktops, laptops, and thin clients
• Endpoints with limited access for remote work and BYOD
• On-premises manual device provisioning and custom images
• Patch management designed for corporate LAN and decentralized WSUS
• Application provisioning through packaged and manual installation or distribution
• Virtualization (VDI), with on-premises client-owned published applications and desktops
• Remote support (GoTo, BeyondTrust)
• Coexistence of cloud policies and AD GPO for policy management
• Cloud print: Follow-me print solution

• Devices and DaaS: Multitouch devices, multi-OS support, purpose-built peripherals, and hyperpersonalized device assignment through DaaS.
• Flexible device models: BYOD and refurbished laptops for sustainability, with smart lockers and peripheral vending machines.
• Cloud device provisioning: Windows Autopilot, co-managed workloads, and standardized OS images.
• Patching and compliance: Autopatch, hot patching, and compliance management using Intune Copilot.
• Cloud patching: Cloud-based OS updates and limited third-party application patching.
• Endpoint management: Cloud-native UEM, declarative management, and user-driven self-provisioning.
• Virtual desktops: Cloud virtual desktops, Cloud PC, and cloud boot for direct login (Windows 365, Citrix Flex, JioPC).
• Digital experience management: Proactive monitoring and automation tools.
• Application delivery: Cloud app stores for self-service provisioning.
• Remote support: AR-based remote assistance.

• AI-powered edge computing (Apple, Intel, Nvidia, AMD) and sustainable hardware (device circularity) (Apple, HP, Dell, Lenovo).
• 5G connected devices.
• Expansion of virtual service bar to include a virtual IT shop.
• AI-powered endpoint analytics for auto-heal.
• AIOps observability and remediation services.

• Endpoint security: Endpoint protection platforms with antivirus and antimalware for endpoints and servers, host-based IPS, and file integrity monitoring (McAfee, Trend Micro, Symantec)
• Network security: Secure web gateways with IPS/IDS, malware detection, and URL and content filtering via proxy (Cisco, Check Point, Blue Coat, Websense, Microsoft ISA)
• Data security and privacy: On-premises DLP for endpoints and networks, device encryption, USB control, certificate management and PKI, and data tokenization (Symantec, McAfee, Forcepoint)
• Threat monitoring and response: Log aggregation for critical infrastructure and device security monitoring through SIEM platforms (HPE ArcSight)
• User access management: Standards-based single sign-on using SAML, OAuth, and OIDC (Oracle, CA, IBM)

• Endpoint security: EPP and EDR with secure configuration, vulnerability management, ATP, AI/ML-based detection, and XDR-driven threat intelligence sharing (CrowdStrike, Microsoft, Symantec, Tripwire)
• Network security: Zero trust access, network detection and response, SaaS security posture management, microsegmentation, and secure enterprise browsers (Google, Palo Alto, Akamai)
• Data security and privacy: Data classification, encryption, DLP, DSPM, information rights management, data resiliency, and privacy and consent management (Titus, Seclore, Microsoft, Netskope, Symantec)
• Threat monitoring and response: DNS security, sandboxing, UEBA, malware analysis, endpoint forensics, MDR, and unified SecOps with next-generation SIEM (Microsoft, IBM, Splunk)
• User access management: IDaaS, MFA, adaptive authentication, privileged access management, and zero standing privileges (SailPoint, Saviynt, Oracle, Microsoft, BeyondTrust)
• Cloud VPN and zero trust: Secure cloud connectivity using cloud VPNs and zero trust identity and device verification (Zscaler, Palo Alto)

• Data security and privacy: AI security posture management for shadow AI discovery, AI-aware DLP to reduce attack surfaces, and data protection across environments (Microsoft Purview, Cyera, Rubrik, Forcepoint, Palo Alto)
• Threat monitoring and response: AI-powered continuous threat exposure management, breach and attack simulation, incident response automation, and AI-driven threat and intrusion detection (Zscaler, Rapid7, Horizon3, Simbian, Skydda, Palo Alto, AiStrike, Microsoft)
• User access management: AI-driven identity verification against social engineering, phishing, and deepfake attacks; governance of nonhuman identities; zero-trust, agentic AI identity with JIT and least-privilege access; and decentralized identity with verifiable credentials (Britive, Entro, Oasis, Axiomatics, 1Kosmos)

• Hybrid infrastructure setup for employee experience solutions
• Business-to-employee (B2E) siloed experience through packaged enterprise products experience and desktop and intranet-driven applications
• Point workplace solutions — adoption of point solutions for key use cases like field force mobility (e.g., Kony/VoltMX, Outsystems, Modo, Power Apps)
• Gig Marketplace platforms to address gig worker needs

• Human-centric experience: Hyperpersonalized experience with employee-centric design
• Unified experience and hyperautomation/AIOps enabling process busting and employee efficiency (e.g., Infosys Orbit EX Platform provides a digital front door to Infosys and client workforce for approximately 1 million users)
• Cloud-first, security and privacy by design approach
• Applications and platforms era: Adoption of business platforms for employee interactions use cases (e.g., Microsoft Viva, Workday, SuccessFactors, SaaS HRM products, ServiceNow)
• Gig Marketplace platform use cases expand to address increasing gig worker needs like federated access, etc.
• Conversational AI: Intuitive and engaging conversational AI engines to embed AI into ways of working
• MR experience: AR, VR, and XR for an immersive, interactive, and shared digital world experience (e.g., visualizations using digital twin for training on platforms like Apple Vision Pro)
• Service-oriented, enterprise-centric experience evolving around services being provided to employees (e.g., democratizing the API economy for Enterprise HR, Finance, Procurement et al systems from OEMs like SAP, Oracle etc. for headless employee experience design
• Wellbeing and sustainability: Social and environmental conscience at work

• Multi AI to enable orchestration between AI agents to provide seamless fulfilment of actions and service responses for Employee Self Serve
• Multimodal channels for employee experience, like chat, gestures, speech, videos over conventional prompts
• Pervasive channels: Taking employee experience to a channel agnostic paradigm where information and actions are presented to workforce where they are (for example, seamless conversational and portal experiences, guided indoor navigation without intrusive technologies)
• Digital twin for the frontline: Agentic AI and NLP-enabled digital assistant (e.g., Infosys has rolled out the AI Navigator, NAVI, for its AI-First employee experience, Ask Store for Retail Store Associate job aids)
• Protocol standardization for ecosystem-driven seamless experience across the partner ecosystem and consumption of products/services with potential to standardize into protocols like fide.org (e.g., presence enabled unified background checks, carbon footprint offsetting, DigiLocker)

UC

• Cloud-hosted voice, video, and messaging
• Virtual Backgrounds: Enabled via video processing to mask or replace real backgrounds
• Noise cancellation in soft clients: Digital signal processing-based filters to reduce ambient noise.
• Basic integration with productivity suites (e.g., Outlook, Google Calendar)
• Basic analytics and reporting with call logs, meeting attendance, and usage metrics without predictive insights
• Collaboration-enabled devices for frontline workers

CC

• Siloed multichannel experience for customers
• IVR menu-driven and directed speech for self service
• Skill-based routing to the agents
• RPA-enabled 360-degree customer view for agent empowerment

UC

• AI augmented collaboration like meeting summaries, real-time transcription, speaker identification using text-to-speech, NLP, and automatic speech recognition
• Virtual immersive spaces and cinematic meetings with AI algorithms (Webex)
• UCaaS + CPaaS Integration: Embedding communication capabilities (voice, video, messaging) into business applications via APIs

CC

• Virtual agents, self-service, and transactional bots with intent prediction and proactive notifications
• Real-time agent assist, smart nudges, and contextual routing for a hyperproductive environment using transcriptions and generative AI
• AI-enabled agent burnout detection and simulated learning
• Post call summarization of customer-agent interaction using generative AI
• Hyperpersonalized contact centers: AI remembers past interactions, predicts customer needs, and tailors responses dynamically (Amazon, Nice, Genesys, Observe.ai)
• Language neutralization: Speech translations to optimize agent utilization (Twilio, Cortex)
• Enhanced customer experience through augmented reality integration (GoTo Rescue Live Lens, CareAR)

UC

• AI-powered real-time call quality monitoring and automated diagnostics with self-healing capabilities (IUCS)
• Leverage AI to identify meeting intent in real-time conversations and schedule follow up meeting by checking calendar availability (Zoom)
• AI-enabled real-time multilingual speech to speech translation for inclusive global collaboration in live events (MS Teams,  Interprefy, Wordly, KUDO)

CC

• Agentic AI-powered conversation analytics (Genesys, Amazon, Nice) deliver rich insights from enterprise conversations, including intent, sentiment, action items, enabling smarter decisions
• Voice AI (for automated human like conversations) (observe.ai, talkdesk, yellow.ai) for an enhanced user experience with agentic AI workflow automation
• AI/generative AI routing engines: Externalize Intelligent routing using agentic AI by leveraging insights from additional data sources like CRM, ticketing tools, and other enterprise applications
• RCS as a preferred channel for branded, interactive customer engagement

• Computerized maintenance management systems for facilities management
• Outlook-based collaboration
• Centralized helpdesk for service tickets, triaging, and allocation
• Standalone solutions for cafeteria, visitor management, lockers, and information kiosks
• Standalone solutions for access and physical security with multiple manual interventions

• Integrated workplace management solutions for facilities and space planning: Tririga, Nuvolo, Planon
• Space booking solutions for hybrid workforce: SpaceIQ, Capterra
• Video analytics for crowd management, foot traffic monitoring, and occupancy patterns: Irisys, Vision Analytics
• Focus on overall indoor environmental quality settings, including air quality and lighting, instead of only managing comfort settings (temperature, humidity) for ambient environments: Wellstat
• Command center setup for monitoring and controlling building assets and meters
• Condition monitoring and predictive analytics for building asset health and maintaining operating conditions
• Occupancy and maintenance history analytics for space remodeling and refurbishment project estimation: Rigado, VergeSense

• Prescriptive analytics for asset life cycle maintenance based on occupancy patterns and asset usage data
• Decarbonization approach to reduce energy consumption and align demand with renewable energy sources
• Seamless smart access to facilities using advanced biometrics for employees and visitors: Idemia, Matrix
• Operations management and scenario planning using building/asset digital twins: Willow, Dassault, Azure ADT
• Use of AR/VR devices for asset repair and maintenance: Realwear
• Integrated kiosks or voice-based bots for contextual assistance and information: BLE Beacons
• Contextual wayfinding and navigation with AR/VR overlays: Google, Mapbox
• Fully integrated services like food & beverage, health and rejuvenation, visitor management, and transport planning, accessed through end-user interfaces
• Knowledge assistant on the wheels: Rover-based virtual assistant that interacts with employees across the campus to solve their queries

• IVR with touch-tone option selection for automatic call routing
• Ticketing system with rules-based workflow automations (BMC Remedy, BMC Helix)
• Self-service portals: FAQ based
• Virtual agent: Basic rule-based resolutions
• Agent assist: Primarily manual knowledge base search based on keywords

• Generative AI-powered virtual agent with NLP capability and KB-based resolution along with conversational intelligence capability to transfer to Live Agents (Servicenow Pro+/Enterprise with NowAssist)
• Conversational Voicebot (Genesys Voicebot AI Studio) with more refined transcription and translation
• Automated ticket creation, triaging and intelligent routing to the right queue in L2/L3 through Chatbot/Voicebot
• Dynamic language neutralization for chat/tickets (Servicenow Dynamic Translation)
• AI-enabled intelligent ticket routing, with high accuracy, reducing delays
• Unified 360-degree desktop view for agents with all the information of user in one screen (Assist Edge Engage/Infosys Cortex Empower suite/ Servicenow Agent Workspace)
• Intelligent nudges: Qualitative, informational nudges to empower the agents in real time
• Agent gets summarized articles and automated call notes generated using GenAI features (Genesys Copilot)
• Automated Knowledge Article creation/updation based on recent resolutions (Servicenow NowAssist)

• Intelligent virtual agents powered by agentic AI for autonomous resolutions through chat and voice channels (NowAssist, SNOW AI-Agent Studio, Genesys AI studio)
• Realtime language translation of voice conversations integrating with the telephony platform (Azure/Claude/OpenAI based translation)
• Real time Accent Neutralization (Sanas.AI – For English accents of India and Manila agents)

• Persona-based learning paths: Curate personalized learning journeys to achieve targeted skill mastery
• Gamified learning with microservices architecture: Motivate learners with points, badges, and leaderboards
• Hands-on learning with technology playgrounds: Infosys Wingspan leverages cloud containers and open-source tools for practical hands-on skill development
• Secure credentials with blockchain: Protect learner achievements and streamline credential verification
• Interactive learning for collaboration: Foster peer-to-peer and instructor-led interactions in smart classrooms
• Simulation environments with virtualization: Share best practices and simulate real-world scenarios in a safe environment

• AI-powered transcribing and translation of learning material into different languages
• Personalized learning powered by generative AI and predictive analysis: Tailored learning experiences based on individual engagement, activity, performance, and progress
• Generative AI for semantic search: Leverage semantic search to discover relevant content and improve knowledge delivery
• Learning analytics powered by AI/ML: Access reports, dashboards, and analysis to understand course completion, consumption, and identify areas for improvement. AI analyzes learner engagement, activity, and assessments to optimize teaching strategies

• Generative AI for learner productivity: Real-time content translation, note-taking, and summarization by a generative AI tutor
• Agentic AI for adaptive learning: Adaptive learning at scale leveraging RAG, LLM knowledge, and external agents for unique learner journeys
• Generative AI for realistic and immersive simulations: Realistic skill development simulations, powered by generative AI with animation and expert input
• Generative AI for customized learning modalities: A generative AI tutor offers Socratic, adaptive, storytelling, active recall, or explanatory learning approaches to help with learner style

• Employee survey tools
• Self-service portals

• Proactive monitoring and remediation-based digital experience tools (SysTrack, Nexthink, Aternity, 1E Tachyon endpoint analytics, Nanoheal, ZDX)
• Augmented reality solutions for faster remote-assist support (GoTo Resuce Live Lens, CareAR)
• Holistic digital experience dashboard to monitor and actionize employee experience-related impacts
• Business-centered experience management, taking a holistic and broader employee 360-degree view (convergence of HR IT and workplace IT on experience management).
• XMO to drive seamless experience across the workplace

• DEX expanding to OT with wearables and IoT devices
• End-to-end observability (correlation, LLM/SLM) and remediation service across the workplace
• Correlation of experience-related telemetry from end-user computing devices, applications, network, and security, for Digital experience analytics (Microsoft Intune Suite, DWX)