PETALING JAYA: Telekom Malaysia Bhd
(TM) and Scicom (MSC) Bhd have entered into a strategic partnership to elevate customer experience through artificial intelligence-driven innovation and operational excellence.
In a joint statement, the parties said 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 artificial intelligence (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.”
TM group chief executive officer Amar Huzaimi Md Deris said the partnership is a major step in the company’s journey to become a digital powerhouse by 2030.
“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 TM’s business-to-consumer segment, Amar Huzaimi said Unifi customers will enjoy faster responses, higher resolution rates and a more seamless experience across every touchpoint.
“For our business-to-business segment, this partnership, together with the capabilities of our subsidiary VADS Business Process Sdn Bhd, strengthens TM’s ability to deliver AI-powered customer solutions for enterprise and government clients across Malaysia,” Scicom chief executive Datuk Seri Leo Ariyanayakam said, adding the collaboration represents a defining moment for both companies.
“By combining TM’s nationwide scale with Scicom’s AI-driven platforms and business process outsourcing expertise, we are setting a new benchmark for customer management in Malaysia.”
Leo added that Scicom’s technology stack, developed in-house over the years, underpins the company’s ability to deliver intelligent automation, advanced analytics, and customer experience innovation at scale.
