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-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.
TM ONE COLLABORATES WITH PLANMALAYSIA TO ACCELERATE LOCAL SMART CITIES
KUALA LUMPUR, 29 NOVEMBER 2023 – TM One, the enterprise and government sector business solutions arm of TM, has entered into a collaboration with PLANMalaysia to enable local city councils harness smart innovations and create sustainable, efficient, and connected urban communities. The collaboration is the next phase in TM One’s efforts to accelerate the nation’s smart city aspirations and improve urban living across the country. As part of this collaboration, 29 local councils that were awarded as part of the Malaysia Smart City Recognition Programme during World Town Planning Day 2023, will have access to TM One’s Proof of Concept trials (POCs). Spanning a selection from TM One’s smart services suite, the POCs allow councils to test solutions suited to their localities, enabling them to make empowered decisions in their smart city development efforts. Shazurawati Abd Karim, TM One’s Executive Vice President said, “TM One has always been at the forefront of enabling the country’s smart city initiatives, helping councils nationwide push the boundaries of urban living through smart innovations. Among our recent success stories were Smart City projects in Ipoh, Pengerang, Seberang Prai, Kulai, Port Dickson and Subang Jaya, which experienced reduced time in traffic, lower carbon emissions, and improved response efficiency through solutions such as TM One’s Smart Traffic Management and Smart Surveillance.” Building on these successes, TM One will be offering POCs for the following services: 1. Unified Enforcement System – automation and insight analysis of various local council operation enforcement services that help local councils manage larger communities better; 2. Smart City App – a one stop app for local councils’ e-government services; and 3. Smart Workforce – a system that helps local councils manage field teams in real-time. These services will help councils in their journey towards becoming full-fledged smart cities, as well as improve overall efficiency in their operations and services to their communities. “Through these POCs, we aim to help the government implement Smart Services in more locations, bringing these technologies closer to everyday Malaysians and improving their way of life. This reflects TM’s role in powering a digital nation and enabling transformation for communities, businesses and Government,” concluded Shazurawati.
TM and Cybersecurity Malaysia join forces to strengthen national cyberspace resilience
Both companies will leverage each other’s expertise, technical capabilities and global best practices to create a safer and more robust cyber ecosystem. Telekom Malaysia Berhad (TM) via its enterprise and public sector business solutions arm, TM ONE, today sealed a Memorandum of Collaboration (MoC) with CyberSecurity Malaysia, the national cybersecurity specialist agency under the purview of the Ministry of Communications and Multimedia Malaysia (KKMM), to empower and strengthen the level of cybersecurity in Malaysia. The MoC was signed in a virtual event by Dato' Ts. Dr. Haji Amirudin Abdul Wahab FASc, Chief Executive Officer, CyberSecurity Malaysia and Imri Mokhtar, Group Chief Executive Officer (GCEO), TM. The ceremony was witnessed by General Tan Sri Dato' Seri Panglima Mohd Azumi Mohamed (Retired) Chairman of the Board of Directors, CyberSecurity Malaysia and Tan Sri Dato' Seri Mohd Bakke Salleh, Chairman of TM. The event was also graced by the presence of YB Dato' Saifuddin Abdullah, Minister of Communications and Multimedia Malaysia. Commenting on key aspects of the memorandum, Tan Sri Dato' Seri Mohd Bakke Salleh noted: "We are honoured to collaborate with CyberSecurity Malaysia in this strategic initiative, which is aimed at elevating the nation's cybersecurity network and ecosystem and strengthening Malaysia's self-reliance in cyberspace. It is vital for the adoption of cybersecurity to be in tandem with the pace of transformation in order to secure our digital economy. Being a strategic partner, it is our pleasure to lend our expertise not just for this initiative but in Malaysia's mission to enhance its cybersecurity capabilities. This collaboration will enable both parties to enhance the ability of the public and business sectors to fend off cyberattacks that can come from all corners of the world and make cybersecurity a key thrust towards a sustainable digital economy, digital government and digital society. TM as the enabler of Digital Malaysia, is here to bridge the need for cybersecurity in order to successfully use cloud services; and to enable organisations to focus on their transformation journey, securely and comfortably." Meanwhile, General Tan Sri Dato' Seri Panglima Mohd Azumi Mohamed (Retired) said, "As a cybersecurity specialist and technical agency, CyberSecurity Malaysia is strongly committed to ensure the e-Security aspects of the country and will continue to identify areas that could endanger national security and the well-being of the people. The main focus is to strengthen capacity through monitoring and providing effective response towards cyber threats and attacks to avoid major impact. With the signing of this strategic partnership, the principles and mechanisms of collaboration will enable both entities to merge and benefit from each other's technology and expertise, thus enabling both organisations to act as commercial strategic partners locally and internationally." The initiative between both parties includes the sharing of global best practices, leveraging each other's technical capabilities and is set to deliver optimal cybersecurity technology solutions to local enterprises and public sectors. TM's role encompasses offering end-to-end comprehensive cybersecurity solutions to both Malaysia and the world. This is delivered principally through CYDEC, which is a portfolio of active cyber defense capabilities, managed security products and services, powered by TM's Global Security Operations Center (GSOC). CYDEC is indeed paving the way for greater digital trust and cyber resilience in the digital era. These managed security services ensure access to real-time, continuous, predictive cybersecurity, quickly and without complexity, for added assurance and is well-positioned to secure and protect our nation's strategic Critical Network & Information Infrastructure (CNII). Another key aspect of this strategic collaboration is to explore the development of advanced security monitoring capabilities by tapping on TM ONE's extensive cloud infrastructure. Both parties will also endeavour to advance digital forensic capabilities and enhance incident response services. This will eventually feature cyber-outreach, a capability and capacity development programme, which will help to upscale the skillset and digital intelligence potential of Malaysia's public and private sector workforce. This MoC also signals the continued urgency of addressing the relentless surge of cyber threats impacting both the public and business sectors as a fundamental step to enabling a sustainable, safe and successful digital society. TM ONE CYDEC cybersecurity solution comprises four (4) key elements: Managed Security Service Provider – an end-to-end security solution and management in real-time through predictive protection on private or public networks Cybersecurity Subscription Service – a self-service Digital Risk Protection portal powered by a renowned global telecommunications player, Telefonica Digital Identity Services – provide authority certificates and digital signatures that comply with Malaysia's regulatory and legal systems Professional Services – offers holistic security consulting and assessment services on an organisation's cybersecurity strategy and landscape For further information on TM ONE CYDEC cybersecurity solution, visit www.tmone.com.my/solutions/cybersecurity-services and for more info on CyberSecurity Malaysia, visit www.cybersecurity.my.
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