Telecommunication firmTelekom Malaysia Berhad (TM) and BPO and digital firm Scicom (MSC) Berhad have entered into a strategic partnership to elevate customer experience through artificial intelligence (AI)-driven innovation and operational excellence.

The duo said in a statement on Tuesday that 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.

“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 longterm growth,” said Amar Huzaimi Md Deris, Group Chief Executive Officer of TM.

“For our B2C segment, Unifi customers will enjoy faster responses, higher resolution rates and a more seamless experience across every touchpoint,

“For our business to business (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 added.

Leo Ariyanayakam, Group Chief Executive Officer of Scicom said this collaboration represents a defining moment for both companies.

He noted that by combining TM’s nationwide scale with Scicom’s AI-driven platforms and BPO expertise, they 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 optimization, higher levels of customer satisfaction, and new revenue streams, while advancing Malaysia’s standing in AI innovation for customer experience,” he added.

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