MARANG, 14 OCTOBER 2024 – TM via TM One, its enterprise and Government sector business solutions arm, has launched the first Global Business Services (GBS) Centre in the East Coast. The Centre leverages advanced technologies, including AI and Robotic Process Automation (RPA), to strategically address service delivery and digital business capabilities, as well as strengthen the region’s attractiveness in encouraging new investments.

Located in Marang, Terengganu, the Centre was officiated by YAB Dato' Seri Ir. Dr. Ahmad Samsuri Mokhtar, Terengganu’s Menteri Besar. Other state leaders in attendance were Haji Mohd Nurkhuzaini Bin Ab. Rahman, Chairman of the Committee for Digital Economy, New Income, Trade, Industry and Green Technology, Ariffin Deraman, Chairman of the Committee for Entrepreneurship, Human Resources, Cooperatives, and Consumer Affairs and Zulkifly Isa, District Officer of Marang.

Amar Huzaimi Md Deris, TM’s Group CEO, said, “This GBS Centre is the next phase in TM’s efforts to advance Malaysia’s digital infrastructure, empowering businesses, communities and Government in the digital economy. Built on a secure cloud-based platform and leveraging AI technology, this solution provides features like conversational AI, virtual agents and digital channels, enabling swift and efficient response via multichannel interactions. Contributing to the economic and digital development of Marang and surrounding communities, this Centre reflects our Digital Powerhouse aspirations in empowering local talent ecosystem for digital inclusivity across the nation.”

Positioned between major cities like Kuantan and Kuala Terengganu, the Centre is equipped to handle large-scale projects for diverse organisations. These offerings can be customised to organisations’ needs, integrating with existing systems to ensure perpetual service delivery to the end users. Starting with an initial capacity of 300 seats, the Centre is designed to scale up to 1,500 seats as demand grows. It is equipped with multi-lingual capabilities in Bahasa Malaysia, English, Mandarin, Tamil, and Arabic, helping organisations cater to diverse customer demographics.

The Centre is slated to serve key state agencies including Syarikat Air Terengganu (SATU), the licensed water supply operator for 1.2 million residents in the state. This is an extension of TM One’s existing management of SATU’s Contact Centre and will cover queries across voice and digital channels such as Sistem Pengurusan Aduan Awam (SISPA), Suruhanjaya Perkhidmatan Air Negara (SPAN), and social media platforms.