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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Orbix International School takes safety seriously by adopting TM R&D’s EWAR
TM R&D assists Orbix International School in adhering to the Standard Operating Procedures (SOPs) with deployment of EWAR towards curbing the spread of COVID-19 virus. Telekom Malaysia Berhad (TM), through its innovation arm, TM Research & Development (TM R&D), further promotes the adoption of digital solutions in the education sector by deploying its Early Warning, Alert & Response or "EWAR" at Orbix International School (Orbix), a private school in Muar, Johor. EWAR is an Artificial Intelligence (A.I) driven contactless temperature screening solution internally-developed by TM R&D. In an effort to digitalise the Standard Operating Procedures (SOPs) outlined for schools, Orbix has installed EWAR Compact, one (1) of EWAR's product categories, within their premise to better facilitate the temperature screenings of their students, teachers and visitors towards curbing the spread of COVID-19 virus. Commenting on the initiative, Dr. Sharlene Thiagarajah, Chief Executive Officer, TM R&D said, "We are honoured to be working with an educational institution such as Orbix to deploy our cost-effective and innovative solution in response to the required safety protocols. This illustrates the flexibility and readiness of education vertical in adapting to the new normal. At TM R&D, we are ever ready to assist businesses and organisations to get back on their feet safely." "We truly believe that deploying the EWAR Compact at schools or any educational institutions can provide students and teachers with a near-normal return to school experience as possible. We hope that this effort can encourage other schools and educational institutions to install EWAR Compact and simplify the adoption of the new SOPs in our battle against COVID-19." EWAR Compact is an AI-driven, one-on-one contactless thermal screening solution with a high accuracy of +/- 0.3℃, fast (~1sec) detection and voice prompt. In addition, AI-based facial recognition capabilities can also be applied with the solution. With EWAR Compact, students and teachers can go to schools with peace of mind, knowing that their schools are using the most effective technology available to safeguard their health. "Besides that, we are delighted to see more schools adopting digital solutions as this will expose teachers and students on how technology can help improve lives through safety. The exposure to EWAR Compact will also help students to experience digitalisation in action first-hand, and witness the benefits of digital adoption even before they enter the workforce. We hope this will help groom an industry-forward talent pool which will subsequently drive the nation's digital aspiration, befitting TM Group's role of the enabler of Digital Malaysia," she added. "Deploying EWAR Compact was a vital step for us as we were looking for the most effective technology available in safeguarding the health of our students and teachers. So far, we have received positive feedback on how EWAR Compact has enhanced the efficiency of temperature taking while simultaneously improving social distancing," said Govindan Nair, Chief Marketing Officer of Orbix Education. "The students especially have shared that they like how interactive the solution is. As we are firmly committed to ensuring the health and safety of our students, it is also important for us to expose our students to how innovation results in real-world solutions," he added. Back in July, TM R&D has successfully installed EWAR Compact at 12 selected schools under the purview of Bangsar / Pudu District Education Office (PPDBP) namely Victoria Institution, Sekolah Menengah Kebangsaan (SMK) Dato' Lokman, SMK Seri Saujana, SMK Desa Petaling, SMK Cochrane, SMK Taman Maluri, SMK Alam Damai, SMK Bukit Jalil, SMK Dato' Onn, SMK (P) Bandaraya, SMK Convent Jalan Peel and SMK Seri Permaisuri. During the early stages of the Movement Control Order (MCO), TM R&D has introduced two (2) main product categories under EWAR, namely EWAR Crowd and EWAR Compact as part of its contribution in the fight against COVID-19. The solution comes with four (4) main capabilities that close the critical loop from detection to containment. It is non-intrusive and has use-cases for both crowd and one-on-one scanning, respectively. EWAR Crowd comes with a dual-camera (thermal and optical) and is designed to conduct a rapid body temperature screening of approximately 10-15 individuals per second simultaneously at high traffic areas. It can easily be deployed in locations with mass traffic flow such as offices, shopping complexes, transportation hubs, universities, schools, tourist attractions, airports, immigration centres, and hospitals. EWAR Compact on the other hand is more suitable for a one-on-one contactless thermal screening. This can eliminate the need of the hand-held temperature taking, which can subsequently improve social distancing and minimise long queues. Both EWAR models have been installed at more than 150 sites across several industry verticals and have gone regional to help keep businesses safe beyond Malaysian shores. The solutions have been installed at the quarantine and treatment centre for COVID-19 cases at Malaysia Agro Exposition Park (MAEPS) in Serdang, large and mid-size office lobbies, hotels, Kuala Lumpur City Hall (DBKL) payment counters, various sales galleries and Gamuda Land construction sites, just to name a few. TM R&D has been growing from strength to strength since 2016, winning seven (7) globally recognised awards over the last two (2) years. Our innovations cut across multiple verticals such as the Smart Retail Analytics and Smart Safety Helmet, all developed internally by local talents in TM R&D. As the organisation continues to expand beyond connectivity and into new value-added digital and smarter platforms, its role in TM has become more prominent and exciting. For more information about TM R&D and its products and services, please log on to www.tmrnd.com.my. Follow us on LinkedIn (TM Research & Development) for more news and updates.
TM Integrity Day 2023 Emphasises “Uncompromising Integrity” as Cornerstone of Corporate Governance
KUALA LUMPUR, 2 November 2023 – TM reaffirms its commitment to integrity, corporate governance, and ethical business practices as it celebrates TM Integrity Day 2023 (TMID). This annual event serves as a platform to reinforce its core values among Warga TM, business partners and its supply chain ecosystem. The theme ‘Uncompromising Integrity’ was chosen to underscore TM's dedication to upholding the highest standards of compliance and ethics in all aspects of its operations. Through these principles, TM continues to strengthen its corporate governance and culture of responsible business conduct. The event featured a forum titled “Strengthening Integrity & Governance” with insights from Tan Sri Abu Kassim Bin Mohamed, Chairman of the Advisory Board of the National Centre for Financial Crime Prevention, and Datuk Dr. Anis Yusal Bin Yusoff, Director of the Centre for Leadership and Professional Development (UM Lead). The forum was moderated by Nik Azli Bin Abu Zahar, Group General Counsel of TM. In addition to the forum, various programmes were organised, including a theatre performance by Akademi Seni Budaya dan Warisan Kebangsaan (ASWARA). Dato’ Zainal Abidin Bin Putih, Chairman of TM, emphasised in his launching speech, “High integrity and efficient governance form the bedrock of any organisation and are essential for building trust among stakeholders. Key principles such as transparency, accountability, fairness, and responsibility in delivering services to customers must be upheld to ensure the sustainability of the organisation.” He added, “Beyond qualifications and skills, another essential attribute that every individual should possess is Integrity. The absence of these qualities will not only harm the individual but also have a detrimental impact on the company's performance and reputation”. The event was broadcasted live to facilitate broader participation from Warga TM and TM’s business partners virtually. TM continues to foster a culture of integrity, accountability, and ethical conduct, ensuring a more sustainable future for all stakeholders.
Empowering Malaysia’s Youth: Yayasan Telekom Malaysia Expands TM Future Skills Programme
BATU PAHAT, 12 September 2023 – TM, through its corporate responsibility arm, Yayasan TM (YTM), collaborates with two more secondary schools in Peninsula Malaysia to expand its TM Future Skills (TMFS) programme. The programme aims at enhancing digital skills among students from B40 or low-income families by integrating digital technologies into their learning experiences. The newly included schools – SMK Dengkil in Selangor and SMK Tunku Putra in Johor join the programme after the successful launch of the first TMFS school, SMK Gunung Semanggol in Perak last November. These schools were selected because they have the highest percentage of B40 students in their districts and are actively engaged in Science, Technology, Engineering, and Mathematics (STEM) activities. “At TM, we hold a firm belief in the pivotal role of Malaysian youth in propelling the nation’s growth and societal advancement. As an organisation that has been instrumental in the establishment of Digital Malaysia, we remain unwavering in our commitment to nurturing the next generation as drivers of our digital economy and the ongoing Industrial Revolution 4.0 (IR4.0). The TMFS programme fulfils this commitment by equipping students with digital skills, while emphasising on leadership, design thinking, and cognitive abilities,” said Ainol Shaharina Sahar, Director of YTM during the TMFS launching ceremony at SMK Tunku Putra recently. “In addition, we are optimistic that the partner schools will evolve into educational hubs, effectively disseminating the knowledge and skills acquired to neighbouring schools and students. We hope that through this approach, it will ignite the students’ interest in pursuing tertiary education in technology and digital fields, thus empowering them with skills vital for Malaysia’s future workforce,” added Ainol. To enhance the immersive learning experience, YTM is establishing TMFS Digital Hubs at these partner schools. These hubs are equipped with resources such as PocketLab, robotics kits, 3D printers, smart TVs, desktop computers, and digital learning content. This hands-on setup aims to spark students’ interest in digital exploration. Highlighting the comprehensive approach of the TMFS programme, Ainol expressed, “We are delighted to witness the holistic growth within all TMFS Schools, which encompasses the development of diverse skills ranging from urban farming and vocational training to entrepreneurship. As we continue our journey to identify more potential schools nationwide, we envision unearthing more remarkable talents that will contribute to the nation’s growth while aligning Malaysia with the forefront of digital innovation.” The event was also graced by Azman Mashuri, Deputy Director of School Planning & Management Sector 2, Ministry of Education Malaysia, who expressed enthusiasm for such collaborations between the private sector and educational institutions. Azman emphasised the importance of providing exposure to digital technologies in rural schools and predicted that initiatives like TMFS will stimulate students to explore their capabilities beyond conventional academics, subsequently driving an increased interest in STEM-related fields. YTM has remained steadfast in its commitment to promoting STEM-oriented programmes since 2014, encompassing disciplines such as robotics, 3D modelling, coding, and big data analytics. In 2020, these modules coalesced into the comprehensive TMFS programme, meticulously designed to align with the Ministry of Education’s syllabus and the IR4.0. To date, YTM’s STEM-related endeavours, including the TMFS programme, have benefited over 15,000 students and educators across more than 500 schools throughout the nation. This remarkable endeavour is not just nurturing individual futures, but also cementing Malaysia’s position as a digital frontrunner on the global stage.
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