TM & Scicom Partner to Boost CX with AI Innovation

 

Telekom Malaysia Berhad (TM) and Scicom (MSC) Berhad have sealed a strategic alliance to drive customer experience with artificial intelligence (AI) and digital innovation.

In a joint announcement on Tuesday, the firms stated that the partnership will integrate TM's national service reach with Scicom's AI-enabled platforms to provide quicker responses, enhanced resolution rates, and frictionless engagement across voice, chat, email, and social media channels.

The collaboration involves the use of sophisticated AI tools like conversational bots, sentiment analysis, predictive analytics, and smart routing to cater to both business-to-consumer (B2C) and business-to-business (B2B) customers.

Key Highlights

• TM and Scicom form strategic partnership to enhance customer experience using AI-driven tools like conversational bots, sentiment analysis, and predictive analytics
• Partnership supports both B2C and B2B segments, with Unifi customers benefiting from faster service and enterprise clients gaining access to AI-powered solutions via TM’s subsidiary, VADS BP
• The alliance aligns with TM’s goal to become a Digital Powerhouse by 2030, focusing on innovation, operational excellence, and elevated service standards

"This alliance is a big leap towards TM's aspiration to be a Digital Powerhouse by 2030 where customer delight is one of its pillars. With our strengths coupled with Scicom's, we will future-proof customer experience through AI-led innovation and an enhanced collaborative ecosystem." said Amar Huzaimi Md Deris, CEO of TM Group.

TM's Unifi subscribers enjoy quicker, more seamless services, while TM's enterprise and government customers will enjoy better AI-powered customer solutions through TM's subsidiary VADS Business Process Sdn Bhd.

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Leo Ariyanayakam Group CEO Scicom described the agreement as "a defining moment" for both companies. "Scicom's homegrown technology stack over the years supports our capabilities to provide intelligent automation, advanced analytics, and customer experience innovation at scale," he added.

The companies are confident that the partnership will enhance customer satisfaction, maximize costs, and position Malaysia as a customer management leader in AI.