09 Sep 2025
TM and Scicom Form Strategic Partnership to Deliver World-Class, AI-Powered Customer Experience
Kuala Lumpur, 9 September 2025 – Telekom Malaysia Berhad (TM) and Scicom (MSC) Berhad (Scicom) have entered into a strategic partnership to elevate customer experience through artificial intelligence (AI)-driven innovation and operational excellence. The collaboration reflects TM’s commitment to delivering world-class customer engagement and taking its service standards to the next level.
The partnership will bring together operational expertise and next-generation AI solutions, including conversational bots, predictive analytics, sentiment analysis, and intelligent routing. This will enable faster responses, higher resolution rates, and more seamless experiences for customers across all channels, including voice, chat, email, and social media.
Amar Huzaimi Md Deris, Group Chief Executive Officer of TM said, “This partnership is a major step in TM’s journey to become a Digital Powerhouse by 2030, where delighting customers is a core pillar. By combining our strengths with Scicom’s, we will future-proof customer engagement through AI-driven innovation and a stronger collaborative ecosystem that will support TM’s long-term growth.”
“For our B2C segment, Unifi customers will enjoy faster responses, higher resolution rates and a more seamless experience across every touchpoint. For our B2B segment, this partnership, together with the capabilities of our subsidiary VADS Business Process Sdn Bhd (VADS BP), strengthens TM’s ability to deliver AI-powered customer experience solutions for enterprise and government clients across Malaysia, reinforcing our role as a trusted enabler of digital services,” he continued.
Dato’ Sri Leo Ariyanayakam, Group Chief Executive Officer of Scicom said, “This collaboration represents a defining moment for both companies. By combining TM’s nationwide scale with Scicom’s AI-driven platforms and BPO expertise, we are setting a new benchmark for customer management in Malaysia. Scicom’s technology stack, developed in-house over the years, underpins our ability to deliver intelligent automation, advanced analytics, and customer experience innovation at scale. We are confident that this partnership will deliver cost optimisation, higher levels of customer satisfaction, and new revenue streams, while advancing Malaysia’s standing in AI innovation for customer experience.”
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TM supports the Government’s decision to implement 5G over two phases, as announced by Communications and Digital Minister YB Fahmi Fadzil on 3 May 2023. TM will work closely with the Government and the industry to ensure the success of both Phase 1 (80% service coverage by DNB) and Phase 2 (shift to two networks) for Malaysia’s 5G implementation. TM looks forward to continue playing an active role in the 5G implementation, leveraging its nationwide fibre infrastructure, extensive digital platforms (data centres, edge nodes) and rollout experience. TM shall continue to deliver converged connectivity and solutions across fibre and 5G to its home, SME, enterprise and Government customers through Unifi and TM One. TM is committed to serve as the nation’s trusted partner to grow Malaysia’s overall connectivity and digital ecosystem, including 5G. It is committed to shaping a Digital Malaysia through technology that empowers communities, businesses and Government.
TM ONE LAUNCHES ITS INNOVATION LAB AND ENTERPRISE 5G LAB TO EMPOWER AND DRIVE DIGITALISATION IN THE ENTERPRISE AND GOVERNMENT SECTOR
CYBERJAYA, 20 FEBRUARY 2024 – TM One is proud to announce the launch of its Innovation Lab and Enterprise 5G Lab, designed to accelerate the realisation of ground-breaking digital services and solutions. These initiatives cater to the unique needs of Malaysia’s large enterprises and Government sector, fostering innovation and empowering digital growth opportunities for TM, its valued customers, partners and society. Officiated by Minister of Digital, YB Gobind Singh Deo, both labs will serve as hubs to bring together the latest technologies, digital leaders and inspiring ideas. It provides a secure, collaborative space where TM, its customers and partners can turn ideas into tailor-made solutions, creating opportunities in today’s rapidly evolving digital landscape. Amar Huzaimi Md Deris, TM’s Group CEO, said, “We are excited to launch our new Innovation Lab and Enterprise 5G Lab by TM One. This is a significant milestone of our commitment to drive innovation and deliver value to our customers, partners and the nation. Through these initiatives, we aim to foster greater industry collaboration, and propel key areas such as Enterprise 5G and Smart Services with AI to help organisations thrive in the digital age. “The launch of the Innovation Lab and Enterprise 5G Lab underscores TM's ongoing commitment to foster innovation and customer-centricity. It strengthens our role as a trusted partner for organisations seeking to harness the power of digital technologies, and drive growth and transformation within their businesses and wider communities,” he shared. Located at the state-of-the-art TM Digital Academy in Multimedia University, the Labs are the next in TM One’s continuous efforts to build collaborative ecosystems to drive equitable digital progress. Complementing this initiative is TM One’s 5G Sphere Partnership Programme, with partnerships with over 50 local and global entities to support the co-creation of new innovations. TM One’s Sandbox further provides a secure operational test-bed environment for these partners and customers to develop customised solutions. Both Labs enable: 1. Immersive Engagement: Beyond showcases, organisations will experience first-hand how TM One innovates solutions and delivers expertise for their specific needs. By experiencing potential solutions in action, customers can better grasp the implications and advantages to their own operations. 2. Dialogue & Knowledge Sharing: Having initial prototypes will encourage a deeper exchange of insights by various ecosystem players including TM One’s 5G Sphere partners, and other industry experts. 3. Accelerated Decision-Making: Live use-cases and knowledge sharing help expedite decision-making processes, empowering customers to make informed choices confidently. The Innovation Lab helps decision-makers address hurdles or uncertainties they may have about new technologies or services. 4. Tailored Relationships: Customers will receive a personalised, tailored experience, focusing on an organisation’s unique digital and business objectives, and how TM One can contribute to their success. Customers visiting the Innovation Lab and Enterprise 5G Lab will explore a diverse array of opportunities including the future of connectivity and digitalisation, as well as how technology will reshape industries and elevate the digital business landscape into a realm of boundless possibilities. For a first look at the TM One Innovation Lab and Enterprise 5G Lab, visit https://youtu.be/kg6CA16Khqk
Maxis Leverages TM’s High-speed Broadband Services to Drive Digital Adoption Nationwide
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