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
YOU MAY ALSO LIKE
Bank Islam appoints TM One as digital partner to accelerate its digital transformation
Bank Islam aims to become Malaysia's leading bank for social finance and digital Islamic bank of choice by 2021 TM One's digital solutions and professional services optimises business operations to realise Bank Islam's transformational strategy Comprehensive digital solutions such as data centre and Cloud α (Alpha) services, big data analytics and cyber-security solutions set to enhance Bank Islam's IT infrastructure and Centre for Digital Experience (CDX) digital banking products Telekom Malaysia Berhad (TM) via its enterprise and public sector business solutions arm, TM One, today signed a Memorandum of Understanding (MoU) with Bank Islam Malaysia Berhad (Bank Islam), for the appointment of TM One as the preferred digital partner in realising Bank Islam’s transformational strategy. The MoU was signed by Mohamed Iran Moriff Mohd Shariff, Chief Operating Officer of Bank Islam and Ahmad Taufek Omar, Executive Vice President and Chief Executive Officer of TM One. Commenting on the collaboration, Ahmad Taufek said, “We are honoured to be given the opportunity to extend our digital expertise to Bank Islam. We are fully aware that digital transformation, data security and protection are the top priority, especially for the banking sector. This provides the best digital experience to their customers, particularly in these times where digital transactions are increasing exponentially. With this agreement in place, we can provide Bank Islam with the latest and secured digital solutions and infrastructure to support its transformation journey. Solutions such as cloud, cybersecurity and big data analytics will drive Bank Islam’s process optimisation, enabling omni-channel and data monetisation agenda, leading to cost optimisation and productivity uplift.” “At TM One, we aim to take transformation forward for our enterprise and public sector customers, such as Bank Islam in realising their digital aspiration. This befits our role as part of TM Group, as the enabler of Digital Malaysia,” he added. Chief Executive Officer of Bank Islam, Mohd Muazzam Mohamed said, “As Bank Islam is embarking on a new endeavour by becoming Malaysia’s First Public Listed Islamic Bank, we are taking steps in pursuing the latest technological advancements in facilitating the affairs of the institution with our stakeholders. The partnership with Malaysia’s leading integrated telecommunication company such as TM will complement the Bank’s effort to constantly improve our functions and the services we provide to the customers, thus further fulfilling market’s need and expectations. This effort will then catalyse the growth of the Bank and the Islamic banking industry as a whole.” He adds, “We are very excited and look forward to a meaningful partnership with TM, via TM One as digitalisation will enable core infrastructure that will support Bank Islam’s key strategic pillars of Sustainable Prosperity, Value-based Culture, Community Empowerment, Customer Centricity, Real Economy as we move forward.” The collaboration between both parties is aimed at further exploring TM One’s role in becoming the primary digital solutions provider to Bank Islam for digital infrastructures such as data centre and Cloud α (Alpha) services, as well as big data analytics and cyber-security solutions. These solutions will intensify Bank Islam’s IT infrastructure and Centre for Digital Experience (CDX) digital banking products, by allowing new buying experience, away from the traditional banking approach. This partnership combines the strength of both companies that will pave the way to accelerate Bank Islam’s transformational strategy. For further information on TM One, visit www.tmone.com.my and for more info on Bank Islam visit www.bankislam.com
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
TM One is services partner and managed services provider of the year
Awarded honours at Cisco Partner Appreciation Dinner 2018 TM One, the enterprise and public sector business solutions arm of Telekom Malaysia Berhad (TM) recently was recognised by Cisco as its Services Partner and Managed Services Provider of the Year 2017 for Malaysia at the Cisco Partner Appreciation Dinner. Commenting on the latest recognition, Azizi A Hadi, Chief Executive Officer of TM One said, "It is our great honour to receive these outstanding awards from Cisco. These awards appropriately depict TM ONE's role as the only enabler for businesses to realise the full potential of their digital opportunities. It is also a strong testament to our commitment in providing trusted business solutions to our enterprise and public sector customers leveraging on Cisco's leadership in technology and innovation to drive digitalisation." "Over the years, we have established many collaborative efforts and TM One will continue to leverage on strategic investments with Cisco towards delivering seamless digital experience and integrated business solutions for business communication needs, true to TM's vision of "Making Life and Business Easier, for a Better Malaysia"," Azizi added. Meanwhile, Naveen Menon, President of Cisco ASEAN, stated, "Malaysia is one of the most digitised nations in Southeast Asia. We are excited to see Cisco technology growing and delivering the digital journey for governments, large enterprises and small / medium businesses across Malaysia. Our continued partnership with TM One is critical for us to further drive the digital transformation of all industries." Through TM One, TM enables its customers and partners' digital journey with seamless vertical and horizontal solutions toward their digital transformation. Positioned as the only enabler for businesses to realise their full potential of their digital opportunities, TM One offers solutions based on Cisco's leading technology in the areas of Networking, Collaboration, Security, Wireless and Mobility as part of its portfolio in helping Malaysian enterprises effectively grow their digital business at an effective cost. TM One is also Cisco's Certified Gold Partner and the first partner to sign as the Managed Services Provider for Cisco Meraki in Malaysia. For more information on TM One and its product offerings, log on to www.tmone.com.my/
NEWSLETTER
Just drop your details and stay updated with the world of Telekom Malaysia. We promise – no spam!