Information Technology Enabled Service (ITES)
The full form of ITES is Information Technology Enabled Services. ITES is a term that refers to the use of information technology (IT) to deliver a range of services to businesses and organisations. It includes a wide range of activities, such as data processing, customer support, technical support, and consulting.
ITES, or Information Technology Enabled Services, refers to the outsourcing of processes in which the provider utilizes telecommunication technologies and the Internet to provide those services, mainly for companies in non-information technology (IT) fields.
Information Technology Enabled Services (ITES) are also called web- enabled services, remote services, or teleworking. ITES helps global companies meet their business goals and provide a valuable service with the aid of information technology. ITES covers the entire gamut of operations that exploit information technology to improve an organization’s efficiency.
Information Technology Enabled Service (ITES) Business Process Outsourcing (BPO) is a segment of the outsourcing industry that involves the delegation of various business processes and services to external service providers, with a significant emphasis on leveraging information technology (IT) for service delivery. Unlike traditional BPO that encompasses a broad range of tasks, ITES BPO specifically involves processes that are dependent on information technology.
Key characteristics of ITES BPO include:
- Data Entry and Processing: Handling tasks related to data entry, data processing, and data management using IT systems and tools.
- Customer Support: Providing customer service and support through various IT channels, including phone, email, chat, and social media.
- Technical Support: Offering IT-related assistance, troubleshooting, and problem resolution for products or services.
- Software Development and Maintenance: Involving IT services such as software development, maintenance, and support.
- Back-Office Operations: Managing administrative tasks, document processing, and other non-customer-facing functions using IT solutions.
- Knowledge Process Outsourcing (KPO): In some cases, ITES BPO may also include knowledge-intensive processes that require specialized expertise.
ITES BPO is driven by the integration of technology into business processes, allowing organisations to benefit from cost savings, access to specialised skills, and increased operational efficiency. Companies leverage ITES BPO to stay competitive, focus on core business functions, and adapt to the rapidly evolving landscape of information technology.