Scicom wins ‘very substantial’ deal from TM to deliver world-class, AI-powered customer experience

• Scicom establishing large AI team for project, no expenses spared to hire talent
• Solutions include conversational bots, predictive analytics, sentiment analysis, intelligent routing

Telekom Malaysia Bhd (TM) and Scicom (MSC) Bhd announced a partnership yesterday that an executive familiar with the deal described as “very substantial” for Scicom from a revenue point. TM is a new customer for the Scicom which made its name as a value-added BPO (Business Process Outsourcing) provider. Scicom has established a large AI team specifically to implement the deal with the best talent and no expense spared, said the executive

The target is to elevate customer experience through artificial intelligence (AI)-driven innovation and operational excellence. TM said the collaboration reflects its commitment to delivering world-class customer engagement and taking its service standards to the next level.

Amar Huzaimi Md Deris (pic), Group CEO 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 its B2C segment, Unifi customers will enjoy faster responses, higher resolution rates and a more seamless experience across every touchpoint. For the B2B segment, this partnership, together with the capabilities of TM’s subsidiary VADS Business Process Sdn Bhd (VADS BP), will strengthen TM’s ability to deliver AI-powered customer experience solutions for enterprise and government clients across Malaysia, he added.

Leo Ariyanayakam (pic, right), Group CEO 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.”

Leo stressed that Scicom’s technology stack, developed in-house over the years, underpins its 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.”

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.