e- Business Applications

Virtual storefront: idiatimes.com, ebay.com Information broker: quiker.com Transaction Broker: sherekhan.com Online Marketplace: alibaba.com Content Provider: moneycontrol.com, economictime.com Online Service Provider: Backup.com, Xdrive.com Virtual Community: facebook.com, twitter.com Portal: Yahoo.com, MSN.com, StarMedia.com Syndicator: Reuters-news, Bridge Info Sys-quotes, BigCharts.com-charts

L-16: MIS: IT-enabled services What is ITES ?

Any value-adding service that rely on information technology as the means of production, and the Internet as the delivery medium
Examples Call Centers BPOs KPOs Geographical IS Medical Transcription Services Engineering Design Services Web design & maintenance, IT consulting services Customer Interaction Services. (CRM services) Back Office Operations. ( Writing account books) Translation Services. Content Development 2 Niche services such as market research analysis using statistical packages.

L-16: MIS: IT-enabled services

Advantages of ITES High-income generation compared with other alternatives Labor-intensive industries - BPOs Low start up costs Generates highly skilled labor Is the first step towards a full-fledged domestic IT sector Does not require a physical transport infrastructure Gives impetus to development of other sectors Gives opportunity to develop new trading relationships Gives opportunity for foreign investment and partnership Extremely low environmental and natural resource impact Pride Factor
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L-16: MIS: IT-enabled services

Call Centers Call Centers Serve as point of contact between a firm & its customers, business partners and employees. Functions of Call Centers Resolve issues or refer problems to next level of contact Provide more information about product and services Make recommendations to customers about the product or service that best suits the customer needs Take calls and monitor progress on customer requests and problems Generate reports for root cause analysis. Interlinks voice, video and data together
e.g. Polaroid Customers across Europe can call into that call center. The computer identifies the country of incoming call and routes the call to representative who speaks that language.

Current Trends in the Call Centre Industry

Customer Interaction Services: - Includes call centers that provide customer related support in areas such as marketing, selling, technical etc. Back Office Operations: - Includes large scale data entry and data processing and reconciliation. Transcription/ Translation Services: - Commonly used for the medical industry to transcribe audio medical records. Other Niche Services provided include on-line education, data conversion, data verification and upgrading, market research analysis using statistical packages, etc.

Distinction between BPO and KPO

INDUSTRY KPO Services Offered
Insurance Consulting I-Banking Industry Telecom/FS/Ret ail
Synthesized Report Equities Research Portfolio Analytics Strategy Research

Underwriting & Assets Management

Claims Analysis

Global Research BPO for Clients

Financial Analytics Settlements

Patent Design

Analytics

BPO Services Offered

Contact Centers

Contact Contact Centers & Centers & Customer Support Customer Support

Mobile Computing
Mobile Computing is an umbrella term used to describe technologies that enable people to access network services anyplace, anytime, and anywhere.
Using small size portable computers, hand-helds, mobile network code, and other small wearable devices, To run stand-alone applications (or access remote applications) via wireless networks: IR, BlueTooth, WLANs, Cellular, W-Packet Data networks, SAT. etc. By nomadic and mobile users (animals, agents, trains, cars, cell phones, .)
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Why Mobile Computing

Enable anywhere/anytime connectivity Bring computer communications to areas without pre-existing infrastructure Enable mobility Enable new applications An exciting new research area
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Mobile Computing
Financial services: Customer can access and manage their bank account using mobile banking facility. Utility Bill Payments: Customers use their handheld devices to access their pay their bills. Stock Trading: Customer can avail the brokerage services in which stock quotes can be displayed and trading conducted from the hand held device. Telecommunications: services such as service changes, bill payment and account reviews can all be conducted from the handheld device Service/retail: Consumer today can place and pay for orders on-thefly for the consumables Information services which include the delivery of financial news, sports figures and traffic updates to a single mobile device
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