19 Nov 2023
TM-Fiberhome launch innovation lab, emphasising value creation and human capital development
CYBERJAYA, 17 November 2023 - TM, Malaysia’s leading converged telco and technology company, and FiberHome Telecommunication Technologies Co., Ltd. (FiberHome), a global networking and telecommunication equipment provider based in China, have launched their innovation lab under the latest joint strategic partnership programme.
The collaboration extends across Research & Innovation, Co-creation & Commercialisation, and Human Capital development. Today marks a significant milestone with the establishment of the TMDA-FiberHome Innovation Lab, which aims to capitalise on the capabilities of both organisations. The lab will serve as a hub for advanced research opportunities, product showcases and the latest technology demonstrations, providing a valuable reference and benchmark for industry advancements.
The launching ceremony was officiated by Dato’ Zainal Abidin Putih, Chairman of TM and Mr. Lu Guoqing, Chairman of China Information and Communication Technologies Group Corporation (CICT), FiberHome’s parent company. Commenting on the collaboration, Dato’ Zainal Abidin said, “In enhancing the effectiveness of our digitalisation efforts, I am pleased to share that this partnership will include cross-border knowledge exchange encompassing talent best practices, competency frameworks, as well as technical training and certifications for our workforce and the local industry.”
While Mr. Lu Guoqing expressed, “FiberHome is proud to align with TM in this collective journey facilitated by the TM Digital Academy platform. The inauguration of the innovation lab marks a promising beginning, and we are optimistic about the success of this collaboration. We look forward to further synergies and fruitful achievements in our ongoing partnership with TM."
The strategic partnership programme between TM and FiberHome began in 2015 through the signing of a Memorandum of Understanding, subsequently renewed in 2021. Its collaboration with Multimedia University (MMU) resulted in the establishment of the Industry Talents Development Programme called iCadet, providing scholarship opportunities under Yayasan Universiti Multimedia (YUM) and local development via transfer of technology with Bumiputera vendors.
Building upon this initiative and in alignment with TM’s transformation journey into a human-centred TechCo, the collaboration now seeks to further enhance TM's digital talent ecosystem. This includes best practices in talent competency, the development of professional competency framework, technical training and certifications for digital transformation, and cross-border knowledge sharing on new technologies.
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UNIFI MOBILE LAUNCHES MALAYSIA’S FIRST POSTPAID PLAN WITH NETFLIX
KUALA LUMPUR, 16 August 2025 – Unifi Mobile has introduced UNI5G Postpaid with Netflix, the first local postpaid mobile bundle to include a Netflix subscription. This offering provides mobile customers unlimited 5G and 4G data with Netflix subscription, enabling users to stream Netflix’s diverse content from any smart device—all with no contract or extra fees. Anand Vijayan, Chief Business & Consumer Officer TM said, "As digital entertainment evolves, Unifi is committed to making quality content more accessible to Malaysians. By bundling Netflix with our UNI5G postpaid plans, backed with recognition from *Opensignal for Malaysia’s Best Video Experience, we are ensuring that our mobile customers enjoy uninterrupted streaming experience anywhere at an affordable price. It’s about providing a smarter and more convenient way for Malaysians to stay connected and entertained." The UNI5G Postpaid Netflix Basic plans, starting from RM79/month, come with no lock-in contracts. Subscribers will have the option to upgrade to Netflix Standard or Premium for an even richer entertainment experience. Anand concluded, "As part of TM’s aspiration to become a Digital Powerhouse by 2030, we are continuously innovating world-class products for our customers at home and on the go. With the launch of this plan, we create new options for mobile users to access quality entertainment as part of today’s digital lifestyle. This is another step in TM’s commitment to enable Malaysia’s digital transformation and deliver enriching experiences." Top programmes on Netflix now include Squid Game Season 3, The Old Guard 2, K-Pop Demon Hunters, Chandramukhi 2 and many more. For more information on UNI5G Netflix plans, visit https://unifi.com.my/postpaid *Opensignal Awards – Malaysia, Mobile Network Experience Report, November 2024
unifi introduces five #unificares initiatives as commitment to deliver the unifi promise on customer experience
The initiative is unifi’s commitment to place customer experience as its No. 1 priority With a strengthened commitment to deliver the ultimate customer experience, unifi, Malaysia's leading convergence provider, today introduced five #unificares initiatives to transform its end-to-end customer experience (CX). As a technology company, unifi understands that customer expectations evolve together with the adoption of technology. This is why unifi aims to transform end-to-end customer experience with a renewed focus that ensures the customers' needs are met -- this is the unifi promise. To deliver on this promise, Telekom Malaysia Berhad (TM), has invested heavily over the years in both its customer support capabilities and network to deliver the best customer experience possible. The new #unificares initiative is also an expression of the company's commitment towards its loyal client base. unifi has the highest market share in the local Internet Service Provider (ISP) space. Speaking to the media at a virtual briefing from Menara TM today, TM's Chief Marketing Officer, Shanti Jusnita Johari, said #unificares is a testament of the company's continuous efforts to put customers first. "TM and unifi are walking the talk when it comes to customer satisfaction. Our 24-hour service restoration guarantee is the first of its kind in the industry. It is our commitment for unifi customers to continue to get the best broadband experience," said Shanti. She added that unifi's new bold undertaking was in keeping up with users' demands for reliable connectivity, among both the consumers and business segments especially as the micro, small and medium enterprises (MSMEs) focus on recovery and growth as well as consumers with continued hybrid working and learning arrangements following the pandemic. A good and reliable broadband access is highly critical in the "new normal". Five revolutionary #unificares initiatives unifi today announced five revolutionary initiatives to raise its game in CX. The 24-hour service restoration guarantee is among five new customer-focused initiatives under the #unificares campaign to enhance its broadband experience by reducing downtime to the absolute minimum. If unable to restore within 24 hours from complaint submission, customers will receive RM50 billing rebate compensation, redeemable via myunifi app within 30 days. It is the first of its kind in the local telecommunication industry and a commitment to its customer first strategy. This 24-hour service restoration guarantee starts 30 November 2021 and compensation eligibility is for customers subscribing to 100Mbps and above. Another innovation introduced with the campaign is unifi's Proactive Service Alert; an early detection and intervention system that ensures early notifications and speed of resolution to customers. Affected customers are alerted for restoration via SMS and the myunifi app push notification. Other customer-focused initiatives introduced in conjunction with the campaign are Easyfix self-serve tool, Service Tracker and unifi Elite experts. Easyfix is an easy visual based self-serve tool that enables customers to self-diagnose and do a quick troubleshoot on internet connection, telephony or unifi TV services. If an issue is unresolved, the Easyfix tool will automatically create a service ticket for immediate action by the unifi Care Crew or connect users to a unifi live chat agent for further assistance. Easyfix can be accessed anytime on the myunifi app under 'Support' or at easyfix.com.my. Service Tracker allows customers to view and track status of service and technical requests in real-time including details of the assigned TM Care Crew, via the myunifi app. Users can easily access the Service Tracker under 'My Activity' from their Account page. unifi Elite is a group of WiFi experts who are specially trained to provide customers with tailor-made consultation and solutions to further enhance their connectivity experience at home or business premises. unifi's track record in CX is well-established. Recently, it has been chosen as the sole Malaysian recipient for the "Brand of the Year'' award for the "Broadband / ISP" category, an award that is held under the auspices of the London-based World Branding Awards. This is the second consecutive year it won the award. Last year, it also won the "Best Fixed Home Broadband Service Provider" and "Best Business Fixed Broadband Service Provider" categories in the PC.com Best Product Awards 2020. TM continues to invest in future growth by modernising its network and technology platforms, to deliver the best current and future. TM is the only telco in Malaysia which has ventured into proactive service capabilities to elevate CX and digital tools to give added convenience to customers. Meanwhile, TM Chief Network Officer, Mohamed Tajul Mohamed Sultan, who was also present at the media briefing said the increase in usage and demand for unifi services following the pandemic had driven the company to up its connectivity game. "Even before this, public feedback shows that unifi's service quality is among the best. But we are not resting on our laurels. We want to raise the bar even higher because customer experience is paramount," added Mohamed Tajul. To achieve this, TM has invested over RM 1 billion in 2021 to uplift the customer experience in both its customer support capabilities and network improvements. This is to ensure that unifi continues to deliver unparalleled solutions to its customers. Users can visit unifi.com.my/unificares for more information on the unifi promise. The myunifi app can be downloaded from the Google Play Store as well as the Apple App Store.
Statement from TM on Government's decision to retain Single Wholesale Network (SWN) for 5G
1. TM welcomes and supports the Government's decision to continue with the Single Wholesale Network (SWN) model for the deployment of 5G in the country. We believe this reflects the national aspiration for an inclusive digital Malaysia. 2. The SWN model reflects the shared responsibility to meet the collective objectives of 5G for Malaysia: Telcos to focus on investing and developing innovative 5G products and solutions for end customers. DNB shall focus on network-build towards faster rollout of coverage and capacity in a cost efficient manner. TM will continue to provide the fiber backhaul as committed in the signing of the agreement with DNB on 16 Dec 2021. This is another example of public-private partnership in the rollout of critical telecommunications infrastructure to boost economic development and enhance the well-being of Keluarga Malaysia. 3. We look forward to rolling out 5G-enabled products and solutions to our unifi and TM ONE customers. As such, we are currently undertaking internal customer and network trials to bring an improved convergence proposition of fiber plus 5G services to our unifi and TM ONE customers. This is subject to finalising our wholesale agreement with the DNB.
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