11 Dec 2018
TM One becomes the first telco to be certified with international ISO 18295-1:2017 by SIRIM for its contact centre services
Reinforces its leading role in business process outsourcing industry in Malaysia
TM One, the business solutions arm of Telekom Malaysia Berhad (TM) was recently awarded the international standard ISO 18295-1:2017 certification, making it the first Telco in Malaysia being awarded with the certification in Malaysia. The certification award was introduced by International Organisation for Standardisation (ISO) in 2017, specifically on service requirements for customer contact centres (CCC). In Malaysia, the certification was conducted by the Standard and Industrial Research Institute of Malaysia (SIRIM) QAS International Sdn Bhd.
Nizam Arshad, Vice President, Business Technology, TM One accepted the certificate from YB Dr. Ong Kian Ming, Deputy Minister of International Trade and Industry in the presence of Tan Sri Dr. Ir. Ahmad Tajuddin Ali, Chairman of SIRIM.
Commenting on the certification, Ir. Ts. Azizi A. Hadi, Executive Vice President, TM One said: “The ISO 18295-1:2017 certification marks another milestone for TM One. It is a testament of our expertise as well as dedication to constantly evolve and improve our processes and services to meet the highest international standards. This directly contributes to the increased efficiency of our contact centre operations thus providing greater confidence level to our clients. We will continue to strive for excellence in our contact center operations and reinforce our leading role in Business Process Outsourcing (BPO) industry in Malaysia.”
The ISO 18295-1:2017 qualification is applicable to both in-house and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies the performance metrics (in the form of Key Performance Indicators – KPIs) as and where required. To ensure preservation and compliance to the certification, TM One will continuously conduct its own internal audits on quarterly basis as well as a yearly external audit exercise.
“For our customers, the certification means that they can be assured of the service level satisfaction and improved customer experience. With such assurance, our customers will be able to continue delivering enhanced services and proactively meet or even exceed their end users’ needs,” he added.
Positioned as the enabler for businesses to realise the full potential of their digital opportunities, TM One enables its customers’ digital journey through its seamless vertical and horizontal solutions where it is brought together by its people, processes and state-of-the-art technology. In realising the customers’ digital transformation, TM One owns two (2) state-of-the-art Tier III certified twin-core data centers located at Cyberjaya and Iskandar Puteri to fulfill the hosting, cloud and Internet of Things (IoT) requirements of our existing and future potential customers.
For further information on TM One and its service and solution offerings, visit www.tm.com.my/tmone
YOU MAY ALSO LIKE
TM ONE AND AGROBANK FORGE FIVE-YEAR STRATEGIC COLLABORATION TO ACCELERATE DIGITAL TRANSFORMATION IN THE AGRICULTURE SECTOR
KOTA KINABALU, 8 AUGUST 2025 – TM One, TM’s enterprise and public sector business solutions arm, has formalised a five-year strategic collaboration with Agrobank to accelerate the digital transformation of Malaysia’s agriculture and agro-based MSME sectors. This long-term partnership underscores a shared commitment to modernise the nation’s agro financial ecosystem through secure, resilient and forward-looking digital infrastructure. The exchange of the document was formalised by Megawati Norhashim, Vice President, Enterprise Business, TM One and Zahid Ahmad Zawawi, Group Chief Operations Officer of Agrobank, during the Hari Peladang, Penternak dan Nelayan Kebangsaan (HPPNK) 2025 in Sabah. It was witnessed by YB Dato' Sri Arthur Joseph Kurup, Deputy Minister of Ministry of Agriculture and Food Security, Shazurawati Abd Karim, Executive Vice President, TM One and Datuk Yunos Abd Ghani, Chairman of Agrobank. As a leading financial institution focused on rural and agro-based development, Agrobank plays a critical role in empowering farmers, cooperatives, and MSMEs. The collaboration with TM One strengthens this mandate through the deployment of advanced connectivity, cloud, cybersecurity, and managed ICT services across Agrobank’s nationwide network. Shazurawati said, “This partnership represents a strategic, co-creative alliance to digitally empower Malaysia’s agro community. It aligns with key national priorities such as the National Agrofood Policy (NAP 2.0), and Shared Prosperity Vision 2030, advancing goals around rural digital inclusion, food security, and sustainable agricultural innovation. She added, “We are proud to work alongside Agrobank to unlock the long-term impact to this critical industry, leveraging digital solutions that enable financial inclusion, operational resilience, and sustainable growth. This is a pivotal part of TM’s Digital Powerhouse 2030 commitment to pioneer digital growth through technology leadership, shaping future-ready industries and creating inclusive digital progress for all Malaysians.” According to Dato’ Tengku Ahmad Badli Shah Raja Hussin, Group President and Chief Executive Officer of Agrobank, “We are honoured to collaborate with TM One in driving the digital transformation of Malaysia’s agro and rural sectors. This strategic partnership reflects Agrobank’s unwavering commitment to embracing innovation and technology as key enablers in enhancing the efficiency, accessibility and inclusivity of our financial services. With TM One’s proven capabilities, we are confident that this collaboration will strengthen our service delivery and empower agropreneurs nationwide through advanced digital infrastructure.” He added, “The agriculture sector, once regarded as traditional, is now evolving rapidly in tandem with digital progress. The integration of digital solutions demonstrates that agro-based industries are no longer left behind. As a key financier for sectors contributing to national food security, Agrobank is committed to empowering all key players in the industry including farmers and agropreneurs to thrive in a technology-driven economy. This partnership not only reaffirms our role as a development-focused institution but also reflects our readiness to support a future-proof agro ecosystem.” The partnership will include the delivery of a comprehensive suite of TM One’s Managed secured SDWAN services to Agrobank nationwide presence. These initiatives will enhance Agrobank’s operational resilience, network performance, and cybersecurity posture. Broadly, the collaboration will focus on leveraging TM One’s capabilities to provide secure, robust and scalable connectivity, especially in urban, rural and semi-urban areas to serve Agrobank and its customer base. Through this collaboration, TM One and Agrobank are enabling financial services, agriculture and digital infrastructure to converge seamlessly, shaping a more inclusive, secure and sustainable future for Malaysia’s agro-economy.
Gamuda Land and TM embark on strategic collaboration on converged telecommunications services for Gamuda Gardens
Sungai Buloh: Gamuda Land and Telekom Malaysia Berhad (TM), via its business solutions arm, TM ONE, today inked a strategic collaboration at Gamuda Gardens sales gallery for the deployment of converged telecommunications services at Precinct 1 & Precinct 2 including Gaia Residences, the first service apartments at Gamuda Gardens. Through this collaboration, approximately 1,500 units of residences in Gamuda Gardens will enjoy a 2-year complimentary unifi high speed internet service of 100Mbps; which will be upgraded to a higher bandwidth upon vacant possession (VP) of their homes. The complimentary package also comes with premium entertainment varieties from unifi TV which include LIVE sports, kids, lifestyle and international TV channels as well as telephony service. At the event, representing Gamuda Land were Project Director Aw Sei Cheh and Executive Director of Sales & Marketing Lillian Lung who signed the agreement while State Vice President, TM Selangor, Dato’ Zuraidah Mohd Said and Head States, TM ONE, Nizamuddin Hashim represented TM. “As one of Malaysia’s leading town-maker, Gamuda Land creates places that people will call home, want to be a part of, grow up and grow old in. One important aspect of creating a sustainable town is connecting people. Be it physical or digital connectivity, we are mindful throughout our masterplan design and architectural construction to incorporate the right facilities and technology to encourage interactions among people which are pertinent to building a sustainable community. Such demand is on an upward trend that has somewhat become a necessity, where high-speed internet is now almost as important to new home buyers as running water and electricity,” said Aw, adding that Gamuda Gardens’ property owners will expect high-speed internet connectivity to be available from the day they move in. Meanwhile, Dato’ Zuraidah said, “Through this collaboration with another renown property developer, the provisioning of network and integrated infrastructure services for Gamuda Gardens enables future development of smart services to empower smart homes, smart city and smart community applications for residents to enjoy greater lifestyle, security, economic stability and enhanced quality of life.” “In today’s digitally-connected environment, smart services adoption will pave the way for the development of smart cities. With our proven capabilities at TM, we aim to help property developers and local councils nationwide at solving the diverse challenges faced by urban areas in mobility and transportation, safety and security, environmental and social sustainability and public services which can be achieved through TM ONE’s comprehensive suite of smart solutions.,” she added. Located at the confluence of three major highways, LATAR, Guthrie and North-South Expressways, Gamuda Gardens is a Malaysia Green Building Index Silver rated township with a gross development value of RM10 billion, offering a mix of residential and commercial developments. Its 6,000 residential units encompass link houses, linked villas, semi-detached, bungalows and service apartments. The township’s first service apartment, Gaia Residences was recently launched last month, offering 500 units of four built-ups of 640 sq ft, 660 sq ft, 750 sq ft and 900 sq ft starting from an indicative price of RM360, 000. Gamuda Gardens’ upcoming commercial hub houses retail lots, corporate offices, a shopping mall and shops with the Waterfront Retail Village Square situated at the centre of the town serves as gathering places where the community can get to know one another. Dubbed “in a garden where happiness lives”, the key feature of Gamuda Gardens is the five cascading lakes that flows into 2 waterfalls which are integrated into a 50-acre central park with a mixed-terrain jogging and cycling trail as well as various pocket parks. “A town that works must have all the right places, so we do not only think of the home place, but also the work place, park place, gathering place, shopping place, the learning place. Now with TM on board complementing the digital connectivity, Gamuda Gardens in short connects an individual with the community, the nature and the world through its strategic location, facilities and technology,” added Aw. Gamuda Gardens is located just 5km away from Kundang Estates, a boutique development that offers tranquil countryside living by Gamuda Land. To find out more about these homes, please visit Gamuda Gardens’ sales gallery on site or Gamuda Gardens Experience Gallery located at Damansara Uptown. Alternatively, please call 03-6037 2888 to speak to a Gamuda Gardens’ relationship manager or log on to gamudaland.com.my for more information.
TM One-UC Tati collaboration to enhance Terengganu’s tech research and development; enables education equity for students in the state
The Master Services Agreement (MSA) between TM & UC TATI will enable the digital transformation initiatives of this state government university college TM One, the enterprise and public sector business solutions arm of Telekom Malaysia (TM), has signed a Master Services Agreement (MSA) with University College Terengganu Advanced Technical Institute (UC TATI) to provide high speed managed data and Internet services at its Teluk Kalong Kemaman Campus and Kuala Terengganu City Campus respectively, for the benefit and use by the students, lecturers and staff. The partnership, which includes a complete end-to-end package of both Wide Area Network and Local Area Network effectively enables wireless connectivity throughout the campuses, and is part of the Terengganu-based institution's efforts to enhance its digital research and development field, as well as delighting student experiences post pandemic. In particular, TM One’s high-speed Internet services will support the Terengganu Big Data Institute (BDIT) located at UC TATI to conduct research and activities related to public data for the university college and the Terengganu State Government. With this, TM One enables UC TATI to explore new digital technologies such as Cloud-Based Services, Public Data and Disaster Recovery Centres that will enhance student learning as well as potentially serve the local Government and surrounding communities. General Manager of State Sales for TM One, Jamalullail Mohd said, “This agreement symbolises the strong partnership between TM One and UC TATI to provide next gen connectivity services for more contextual teaching and learning experiences to students. The accelerated adoption of digitisation has impacted the lives of Malaysians everywhere, with access to fast and reliable Internet services becoming a necessity in households, workplaces and learning institutions. This collaboration ensures educational equity and equal access to students from all parts of the country and we are pleased to support UC TATI in their transformation.” "This collaboration will also be a catalyst for UC TATI in its digital transformation journey and is among the first steps for us to meet the IR 4.0 revolution. In addition to enhancing our research and development efforts into Big Data and other key technologies, this Internet service will enhance the university's operational efficiency, teaching and learning, and overall student experiences – especially for those who are resident on-campus. Working with TM One enables us to improve our capabilities and the quality of our services in these fields and to bring our institution into the next phase of its growth," explained Professor Dr. Anuar Bin Ahmad, Rector of UC TATI.
NEWSLETTER
Just drop your details and stay updated with the world of Telekom Malaysia. We promise – no spam!