Organizations that have set up Global Business Services (GBS) centers are evolving their GBS operations from cost-optimized operations to strategic business value enabling functions. GBS centers are striving to become digital twins of their headquarters. However, this transformation is fraught with challenges—balancing cost efficiency with value creation, attracting and retaining talent, and leveraging cutting-edge technology to enhance customer experience (CX) and competitive advantage.

Adding to this complexity is the ever-changing business, regulatory, and industry landscape, making it clear that traditional, incremental approaches no longer suffice. What’s needed is a true transformation powered by AI—one that goes beyond automation to create intelligent, adaptive, and scalable GBS ecosystems.

The Role of AI & The Platform Advantage

Recent advancements in Generative AI and Agentic AI have unlocked new possibilities for operational excellence, workforce augmentation, and enterprise-wide visibility. However, to extract maximum value, GBS organizations need more than scattered AI solutions—they need a unified, platform-driven approach that seamlessly integrates AI across operations.

This is where EdgeVerve AI Next for GBS (OSM) comes in—a purpose-built AI platform designed to drive transformation at speed and scale for GBS operations.