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.”
YOU MAY ALSO LIKE
Enabling greater digital inclusivity for Malaysians through Pakej Perpaduan Jalur Lebar Tetap
Following Minister of Communications and Digital, YB Fahmi Fadzil’s announcement on the Pakej Perpaduan Jalur Lebar Tetap (Fixed Internet Broadband) yesterday, Telekom Malaysia Berhad (TM) is committed to support the Government’s aim to bring hyperconnectivity to key target communities. Focusing on segments most in need particularly B40, the elderly, OKU, army-police veterans, the delivery of Pakej Perpaduan Jalur Lebar Tetap aligns with TM’s aspiration to empower a Digital Malaysia and meet the Sustainable Development Goals (SDG), particularly to promote inclusive and sustainable digital industrialization and innovation (Goal 9), as well as to reduce inequalities and empower social and economic inclusion for all (Goal 10). As a responsible corporate organisation, TM has a social accountability to making a positive impact for the community. Furthermore, the initiative will strengthen the nation’s digital inclusivity and bring digital access and opportunities to all layers of society. “Pakej Perpaduan comes at a crucial point of the nation’s recovery and complements other national initiatives such as Sumbangan Tunai Rahmah and Payung Rahmah to ensure a better quality of life for these communities. This serves as another means to combat the rising cost of living and keeps us on track to building Malaysia’s digital economy, despite the challenges anticipated,” said Dato’ Imri Mokhtar, TM’s Group Chief Executive Officer. “Bringing the power of the internet to underprivileged individuals and families facilitates their right to resources and knowledge online, gives them the opportunity to leverage on digital platform to run online business and can serve as a critical stepping stone for them to improve their lives. “While the Pakej Perpaduan Jalur Lebar Tetap enables more affordable, unlimited fixed broadband and brings savings of RM480 to every eligible household, this complements the announced Pakej Perpaduan Prabayar Mudah Alih (prepaid mobile) in bringing ubiquitous connectivity for the key target individuals and household members. Both of these services will be offered through Unifi Home and Unifi Mobile respectively. This also reinforces TM’s Fixed-Mobile Convergence leadership, offering integrated fixed broadband, mobile services, data services, digital content and innovative solutions to every Malaysian, businesses and the Government”, he further added. Gearing up for the March 2023 start and availability for sign up until December 2023, TM will be working closely with the Ministry of Communication and Digital to fine tune the package details and rollout, ensuring the initiative effectively reaches its target communities. Dato’ Imri concluded, “We are committed to be working on this initiative as it goes beyond providing services but speaks to our vision of becoming a human-centered TechCo – leveraging technologies to provide equal opportunities for every Malaysian. While we have continued to invest in our commercial growth and sustainability as a PLC, as the nation’s leading fibre provider and a GLC, we are uniquely positioned to serve the nation’s interest more directly and to bring greater impact to even more diverse communities.”
TM One Smart Healthcare solutions to enhance digital patient experience at Ramsay Sime Darby Health Care
Malaysia’s first healthcare provider to leverage TM One Smart Patient Suite solution TM One, the enterprise and government sector solutions arm of Telekom Malaysia Berhad (TM), today inked a Memorandum of Understanding (MoU) with Ramsay Sime Darby Health Care (“RSDH”) to collaborate on Smart Healthcare and other business solutions for the RSDH group of hospitals. The MoU was signed by Shazurawati Abd Karim, Executive Vice President of TM One, and Peter Hong, Group Chief Executive Officer, RSDH. Aimed at improving patient experience and enabling innovative transformation for essential in-patient services, the collaboration marks the first in Malaysia to leverage TM One’s Smart Patient Suite solution, by harnessing the power of the Internet of Things (IoT) to provide automation and surround control. Shazurawati Abd Karim, Executive Vice President, TM One said, “We are honoured to be working with RSDH to serve as the enabler of their next advantage today and tomorrow, bringing Malaysian healthcare and digital progress for all. TM One’s Smart Patient Suite, under its Smart Healthcare solutions, enables users to customise their in-patient environment for a more positive patient care experience.” Peter Hong, Group Chief Executive Officer, RSDH, said, "We are pleased to mark a milestone with this collaboration, as ParkCity Medical Centre will be the first hospital under the Group to pilot TM One’s Smart Patient Suite solution. Given the evolving nature of the healthcare system, we strive to continuously offer solutions that will elevate our patients' experiences by accommodating their needs through the adaptation of digital technology. Backed by TM One’s comprehensive digital support, we are confident that this will contribute to driving the evolution of Malaysia’s healthcare ecosystem moving forward.” TM One is also looking into the co-creation of smart solutions that will offer predictive and preventive intervention, as well as improve monitoring and medication adherence. Wellness wearables, for example, will allow high-risk patients who have received care at medical facilities to transition as outpatients quicker and continue self-monitoring in the comfort of their homes, with healthcare professionals leveraging real-time analytics for patient care administration. “Technology is reshaping the relationship between patients, healthcare providers, and the healthcare system, enabling us to move towards patient-centric, prevention-focused and outcome-driven healthcare. The Internet of Medical Things (IoMT), will empower healthcare providers with data and analytics to improve the quality of patient care while maximising operational efficiency,” added Shazurawati. This two-year collaboration with RSDH follows the launch of TM One’s Sphere Programme, which brings together Malaysia’s leading technology and smart solution partners to create an ecosystem that will help springboard enterprise and government sector innovative transformation. Since its launch in October 2022, the alliance has registered close to 50 partners. “At TM One, we look forward to collaborating with partners to offer innovative healthcare solutions to the public. The digital transformation of enterprises and the government sector will change the way they serve today’s digitally-enabled customers and communities,” Shazurawati concluded.
TM ONE AND SARAWAK DIGITAL ECONOMY CORPORATION (SDEC) BERHAD EXTEND COLLABORATION TO SPUR STATE’S DIGITAL ECONOMY
KUALA LUMPUR & KUCHING, 26 DECEMBER 2024 – TM One, TM’s enterprise and government sector solutions arm, and Sarawak Digital Economy Corporation Berhad (SDEC) have announced the next phase in their strategic partnership to elevate Sarawak’s digital economy, digital society, and government services through enhanced connectivity. The parties recently exchanged a master service agreement to expand Sarawak’s digital infrastructure, aimed at enhancing connectivity and accelerating the adoption of advanced technologies and smart services in driving the state’s digital transformation. The collaboration aligns with the Sarawak Digital Economy Strategy and Post-COVID Development Strategy 2030. This collaboration includes TM One’s Metro-E solution, a flexible, secure, and high-performance bandwidth connectivity scalable to up to 10 Gbps. Its dedicated access for critical applications, proactive security monitoring and nationwide coverage addresses the service levels needed for enterprises and government agencies alike. Shazurawati Abd Karim, TM One’s Executive Vice President, said, “We are pleased to partner with SDEC in advancing Sarawak’s digital transformation. The Metro-E project will bolster Sarawak’s digital economy, fostering innovation, improving access to digital services and bridging the digital divide across locations. High-speed connectivity at these 81 sites is essential for the adoption of advanced technologies, improving customer experiences and operational efficiency. This collaboration solidifies TM One’s commitment to Sarawak’s sustainable long-term growth and digital aspirations, aligning with the state’s 2030 strategies.” The five-year project will also deliver high-speed internet connectivity to underserved and rural areas, supporting key sectors such as education, healthcare, and local businesses. This will facilitate cloud computing, telemedicine, online education, and a variety of other digital solutions, furthering Sarawak’s digital progress. The partnership reaffirms TM One and SDEC’s commitment to transform Sarawak, empowering local communities and businesses, as well as enhancing government services through digital technologies. This collaboration is another milestone in TM’s commitment to enabling Malaysia’s digital transformation and to lead industry growth through digitalisation and sustainability, a pivotal part in TM’s efforts towards becoming a Digital Powerhouse by 2030.
NEWSLETTER
Just drop your details and stay updated with the world of Telekom Malaysia. We promise – no spam!