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Information Technology Enabled Services (ITeS)

IT-enabled Services (ITeS), also called web-enabled services or remote services or Tele-working, covers the entire gamut of operations that exploit information technology for improving the efficiency of an organization.

The outcome of an IT-enabled service is in the two forms:

  • Direct Improved Service
  • Indirect Benefits.

Information Technology Enabled Services (ITeS) Processes and Services

ITeS provide a range of IT-intensive processes and services, which includes business process outsourcing (BPO) and knowledge process outsourcing (KPO), provided from a distant location and delivered over telecom networks. 

ITeS focus on verticals such as content management, finance, and accounts, research and analytics segment. ITeS includes:

  • Customer Interaction services -including call center facilities
  • Back office operations -data entry, including finance and accounting and HR services.
  • Transcription/Translation services
  • Content development/animation/engineering/design
  • Other services including remote education, market research, network consultancy, and management

Some of the most important areas where IT-enabled services can be deployed are:

  • Telemarketing
  • Helpdesk
  • Customer Support Centres
  • Data Ware House
  • Transcription Centres
  • GIS Mapping for Transport tracking
  • Electronic Distribution.

Factors Which Have Propelled the Growth of the Indian ITES Sector

  • Newly emerging verticals, such as retail, healthcare, utilities, etc.
  • A revival in the demand for IT services from both the US and Europe
  • Focused government initiatives leading to increased ICT adoption
  • Growth in the number of high-value clients
  • A spurt in the SMAC market (social, mobility, analytics, cloud) to support ITES services
  • Growing R&D expenditure across the globe
  • Rising costs to train the new workforce
  • Plan of the Indian government to lay down a large-scale optical fiber network connecting the whole country
  • Partial privatization of telecommunication
  • Low operating costs as compared to most other developed and developing nations
  • Development of multiple SEZs

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