Information Technology Enabled Services (ITES)

ITES refers to services delivered over satellite/telecom networks or the Internet to a range of business areas and verticals.  Technology is used essentially as a tool/enabler to provide these services, and most of these functions tend to be human-intensive.

Due to their human-intensive nature, these processes and services are outsourced in order to derive a cost advantage without sacrificing quality and efficiency.  

This is where India’s role as an upcoming hub for outsourced IT enabled services becomes important.  A combination of factors such as low staff costs, a large pool of English-speaking and Western-thinking people as well as Indian’s unique time zone position (it is roughly 10 hours ahead of US east coast) has made India an increasingly popular choice for outsourcing customer relationship management (CRM) and other back-office activities.  The various outsourced or outlocated services comprising ITES are:

Specialized, Vertical-specific IT Enabled Services include:

  • Medical transcription

  • Legal database processing

  • Digital content development/animation

  • Online education

  • Remote maintenance

General IT Enabled Services include:

  • Call / Contact centers

  • Telemarketing/pre-sales

  • Consumer care

  • Technical support

  • Backoffice operations – accounts, financial services, etc. and

  • Data processing


ITES Segments

Call / Contact Centers

Contact Centers have superseded "contact center" as interaction takes place via phone, e-mail, or chat.  Contact centers provide adequate telecom facilities, trained consultants, access to requisite databases, Internet and other online information support infrastructure to provide information and support to customers.  

Contact centers are used for number of customer-related functions like marketing, selling, information dispensing, advice, technical support etc.

Backoffice processing / data processing

Industries such as banks and aviation require large-scale data processing and data-based decision-making capabilities.  Raw data and/or paper documents are sent to remote locations (IT enabled destinations) where the data entry and necessary reconciliation is carried out. 

Similarly large insurance companies need to process claims that they receive on a regular basis. 

Using high-speed datacom links for their backoffice and data processing operations, these banks, airlines, insurance companies and other organizations with extensive data turnover and customer interface, are able to save costs and valuable resources.

Legal Database Outsourcing

Involves creating databases of legal records, indexing them, updating them and mining the data processing to facilitate the process of researching cases for lawyers.  It eliminates the tedious data processing aspect of legal work, which is usually done by junior lawyers.  This industry is relatively small in size, and is yet to catch on in India probably because of the skills needed in terms of familiarity with European and US laws.

HR Outsourcing

HR service components include recruitment screening, administration and relocation services, payroll processing, compensation administration, benefit planning, administration and regulating compliance.

Geographic Information System (GIS)

GIS is a compendium of tools and methods that are used for the study of spatial information.  The job basically involves digitizing maps on different themes and also processing a large amount of remotely sensed (RS) data.  The IT services that create suitable digital input for GIS require skilled technical manpower.  Most of these processes are labor intensive, which gives India a significant cost advantage.