ITES Consultation

IT Enabled services (ITES), also called web enabled services or remote services or Tele-working, covers the entire gamut of operations which exploit Information Technology for improving efficiency of an organization. These services provide a wide range of career options that include opportunities in call Centers, medical transcription, medical billing and coding, back office operations, revenue claims processing, legal databases, content development, payrolls, logistics management, GIS (Geographical Information System), HR services, web services etc, which is include in ITeS Consultation.

Information Technology that enables the business by improving the quality of service is IT enabled services. ITES consultation is the acronym for the term “IT Enabled consultation services”. Essentially, IT enabled service has the following structure:

The most important aspect is the Value addition of IT enabled service. The value addition could be in the form of – Customer relationship management, improved database, improved look and feel, etc. The outcome of an IT enabled service is in the two forms:

Direct Improved Service

Indirect Benefits.

Whereas direct benefits can be realized immediately, indirect benefits can accrue over a period of time, and can be harnessed very effectively, if planned well upfront.

What is the Key IT enabled Services?

The key IT enabled services are:

1. Call Centers
2. Electronic Publishing
3. Medical Transcription
4. Data Centers
5. GIS Mapping
6. Portals
7. ERP (Enterprise Resource Planning)
8. Knowledge Management & Archiving

Technologies involved

For each service there are two types of technologies involved:

1. Enabling technology
2. Communication

The enabling technologies are those technologies which allow the IT enablement. For e.g. in the call centers they are – CTI (Computer telephony integration), CRM (Customer Relationship Management), etc. The communications allow the IT service to be delivered through a new channel – Telephone, IP, VoiP (Voice over IP: Voice over Internet Protocol), Satellite based transmission, amongst others.

The combination of the correct technology and the communication channel brings about very high degrees of improvement in the service quality.

The Deployment Issues

1. Whereas the growth is high, and the prospects are enormous, there are many deployment issues for establishment of IT enabled services.
2. High Capital Investments
3. High Volume Transactions
4. Continuous Business Availability
5. Time Turnaround
6. High Communications cost
7. Lack of trained and reliable resources
8. Role model/Guide or Help to start-ups

Possible SME Implementation of IT Enabled Services

1. Some of the possible implementation of IT enabled services in SME’s (Small & Medium Enterprises) are:
2. Joint Marketing Programs
3. Common Helpdesk
4. Portal for Electronic distribution
5. Telemarketing
6. Directory Enquiry system

Favored Application Areas

The favored application areas are areas where there is huge amount of data that needs to be processed and utilized for delivering the results, or the data is the outcome of the service. In all cases, without use of IT the task would otherwise be unmanageable. Some of the most important areas where IT enabled services can be deployed are:

1. Telemarketing
2. Helpdesk
3. Customer Support Centers
4. Data Ware House
5. Transcription Centers
6. GIS Mapping for Transport tracking
7. Electronic Distribution