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
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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
TM One conferred best data centre services provider at Telecom Asia Awards 2018
TM One, the enterprise and public sector business solutions arm of Telekom Malaysia Berhad (TM), further strengthen its position as the leading digital enabler when it was recognised as the Best Data Centre Services Provider by Telecom Asia at the 21st Telecom Asia Awards held recently in Singapore. The award was conferred for TM One’s dedication to deliver top-notch data centre infrastructure and best-in-class managed services to its customers. Edwin Ng Kok En, General Manager, Data Centre and Cloud Business, TM One accepted the awards on behalf of TM during the awards presentation ceremony. Commenting on the win, Azizi A Hadi, Chief Executive Officer, TM One said, “We would like to thank Telecom Asia for recognising TM One's achievements for the Best Data Centre Services Provider category. It is our great honor to receive this prestigious award from Telecom Asia, which marks an important milestone of excellence for TM One’s Tier III Iskandar Puteri Core Data Centre (IPDC). This award is a testament of our continued efforts towards realising the nation’s aspiration to become a world-class Digital and Internet of Things (IoT) hub in the region. TM One will continue to innovate and deliver integrated business solutions with unparalleled service quality, security and highly trusted data centre services, true to TM’s promise of “Life Made Easier”.” “In the current challenging era that requires advance solutions in support of the digital economy, data collection, storage, analysis and transformation into real customer insights are essential for organisations in order to drive decision making at an unprecedented volume and speed. However, legacy data centre facilities may have limited capabilities to cope with the increasing demand to properly support today's energy-demanding, high-performance big data computing. Hence, many businesses are shifting to commercial and third-party data centre providers such as TM One that has the capability to securely host and manage thousands of servers and petabytes of data in a very cost effective manner,” he further added. TM One launched its state-of-the-art IPDC located in Nusajaya Technology Park, Iskandar Puteri, Johor in November 2017. The IPDC, which has been accredited with Tier-III Constructed Facilities by the Uptime Institute, was designed to fulfil hosting, cloud and IoT requirements of business and enterprise customers as well as public sector in realising their digital transformation. In tandem with the IPDC, the Klang Valley Data Centre (KVDC) which is currently under construction, is set to become TM One’s ‘Twin Core’ and hybrid cloud strategy to enable businesses to realise the full potential of their digital opportunities. TM currently has 11 data centres located across Malaysia, as well as in Hong Kong and the United States. Marking its 21st anniversary, as the region’s longest running and most prestigious industry award, the Telecom Asia Awards aims to recognise and reward Asia’s premiere service providers and executives in the telecom industry. For more information on TM One and its product offerings, log on to www.tmone.com.my.
TM One Cloud Alpha ready to accelerate public sector digital transformation as MyDIGITAL's sole local cloud service provider
As the only home-grown Cloud Service Provider (CSP) appointed on the MyDIGITAL panel, TM via TM One will provide end-to-end solutions to support Government agencies' digital journey. TM One set to ensure a seamless journey for MyDIGITAL's Cloud Transformation Plan, leveraging on its comprehensive experience in Data Centre, Cloud, Cybersecurity and Connectivity Following the recent appointment of Telekom Malaysia Berhad (TM) as the sole Malaysian Cloud Service Provider (CSP) under the MyDIGITAL – Malaysia Digital Economy Blueprint (MyDIGITAL) together with the appointed Managed Service Provider (MSP), its enterprise and public sector business arm, TM One has announced its readiness to serve the public sector with its end-to-end cloud infrastructure and services, Cloud α (pronounced as Cloud Alpha). The announcement of the appointment was made by YAB Tan Sri Dato’ Sri Haji Muhyiddin Haji Mohd Yassin, Prime Minister of Malaysia at the virtual launch of MyDIGITAL on Friday. TM, via TM One, has its own state-of-the-art core Data Centres and Cloud infrastructure equipped with full data residency, locality and sovereignty in Malaysia. Commenting on the appointment, Ahmad Taufek Omar, Executive Vice President and Chief Executive Officer of TM One said, “We would like to congratulate the Government for this milestone MyDIGITAL blueprint. We are especially honoured to be only Malaysian-owned CSP appointed on its panel and thank the Government for entrusting us to play a significant role in its digital transformation journey, and for its confidence in TM’s cloud capabilities at par with the other global CSPs. We are well primed to accelerate the public sector digital transformation with our comprehensive suite of smart solutions covering connectivity, cloud, data centres and cybersecurity.” “Cloud is the technology foundation that will enable the Government to roll out new innovations, achieve cost efficiency and enhance its public service delivery to all Malaysians. We are committed to complement and enhance the Government’s existing cloud infrastructure with TM ONE Cloud α. It is ideally suited to provide the technology and services needed to realise the MyDIGITAL aspirations and propel our country towards a full-fledged Digital Nation by 2030 – and a more digital society, digital business and digital government. This is befitting TM Group’s unique role as the enabler of Digital Malaysia,” Ahmad Taufek added. Cloud α features a cloud management platform to manage multi-cloud deployments, thereby enabling integration with the Government’s own cloud infrastructure as well as other public cloud services. It also includes comprehensive Cloud Professional Services that ranges from cloud design planning, migration assessment as well as other advisory and consulting services to facilitate customers’ cloud adoption journey. Today, TM ONE has established itself as a leading end-to-end cloud and data centre service provider serving public sector and enterprise customers. It currently has seven (7) data centres with four (4) of them certified by the Uptime Institute as Tier III that provide world class Cloud services, Artificial Intelligence (AI) and advanced cybersecurity. In addition, TM ONE through CYDEC – its cybersecurity solution helps Malaysian enterprises and public sector institutions build digital trust and cybersecurity resilience, by managing five (5) key areas of risk – cybersecurity, compliance, privacy, ethics and social responsibility. These managed security services ensure access to real-time, continuous, predictive cybersecurity, quickly and without complexity, for added assurance. For further information on TM ONE end-to-end digital solutions, visit www.tmone.com.my
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