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
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Innovating Malaysia's healthcare through 5G and digital solutions
TM One’s 5G and digital infrastructure reflects its commitment to enable smart hospitals and remote care capabilities TM One, the enterprise and public sector business solutions arm of Telekom Malaysia Berhad (TM) recently previewed the innovative future of Malaysia’s healthcare sector, powered by 5G technology and digital solutions. Collaborating with Siemens Healthineers Malaysia, TM One shared its vision at the inaugural 5G in Healthcare Symposium, organised by the Association of Private Hospitals Malaysia (APHM), where they showcased next-level innovations for the healthcare system, made possible by 5G connectivity. This gathering of healthcare providers highlighted the multiple benefits gained from digital transformation in the sector, including enhanced patient care and operational efficiencies, among others. The digitalisation of this essential sector has also proven to be particularly timely and effective in delivering health care during and post pandemic. Shazurawati Abd Karim, Executive Vice President of TM One explained the significance of 5G to Malaysian healthcare, stating that: “5G will positively impact the Internet of Medical Things (IoMT), and enable life-saving medical innovations that reflect the needs of a post pandemic society. This includes remote medical learning and remote patient monitoring, among others. Together with our partners, which includes global technology companies as well as leading local companies, we are primed and ready to help Malaysia’s private hospitals co-create solutions that will save lives and bring value to their stakeholders.” “Aside from real-time speed and breakthrough connectivity, today’s digital healthcare ecosystems depend on robust and secure infrastructure essentials. Collecting and sharing of digital patient records and hospital data requires world-class data security to mitigate cyber threats and to comply with stringent regulatory requirements. TM One’s services can be integrated with private 5G networks and offers enhanced data protection and encryption to safeguard both patients and hospitals. This will encourage patients towards adopting digital healthcare services, potentially enabling them to seek treatment earlier and save lives,” she said. Amongst the technologies demonstrated was VRAR (virtual reality/augmented reality) using a Microsoft HoloLens device, which utilises mixed-reality experiences with 3D data processing, analytics, visualisation, and simulation applications. This technology aims to humanise the diagnosis and treatment identification process and will improve the productivity of healthcare personnel by accelerating their time-to-diagnosis, surgical accuracy and reduce time-to-care which will result in improving overall patient experience. TM One also showcased a virtual medical consultation solution powered by REMEDi, a digital healthcare technology developer. Through high-speed, low-latency 5G, the solution will provide enhanced video images and sound quality for safer diagnosis of patients and effective troubleshooting. In addition, this solution can be conveniently deployed anywhere, matching the current shift towards online examinations and telemedicine. Speaking about the event, Datuk Dr Kuljit Singh, President of APHM said, “The 5G in Healthcare Symposium was a great platform for our partners, TM One and Siemens Healthineers to demonstrate the future of Malaysia’s private healthcare, providing a guide on how to transform hospitals by leveraging 5G. This sharing was truly valuable to the symposium participants.” “Having these esteemed digital leaders provided a clearer idea to the industry of how they can transform their institutions. We are both excited by the potential offered by 5G technology and confident of the expert support offered by our partners as the industry continues its digital transformation journey in delivering superior healthcare service to our patients,” he enthused. Rod Frazer, Managing Director of Siemens Healthineers in Malaysia commented, "The opportunity to aggregate healthcare data and leverage this to support the day-to-day decisions of patients and clinicians is the game changer in healthcare delivery and cost effectiveness. To shape this future, it is vital not only to work on ideas that will change the way we think about the healthcare sector in the long term but also to identify current developments such as 5G connectivity, which has the potential to transform the market. Siemens Healthineers is excited to collaborate on this initiative with APHM and TM One to facilitate such discussions in the country.” TM One’s suite of robust and secured digital infrastructure solutions enable organisations to harness the power of AI and IR 4.0 to take their transformation forward. TM’s recent partnership with Digital Nasional Berhad (DNB) to provide extensive fibre coverage for DNB’s 5G network emphasises its commitment to provide 5G infrastructure to support the digital aspiration of all Malaysians, including the digitalisation the nation’s private healthcare industry to support the vitality and wellbeing of the rakyat. For more details about TM One Healthcare solutions, visit www.tmone.com.my/industry/healthcare/
TM ONE COLLABORATES WITH PLANMALAYSIA TO ACCELERATE LOCAL SMART CITIES
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TM One shifts to higher gear with the launch of its 10 transformative smart solutions
The Smart Industry Showcase testament of TM One’s capabilities to accelerate Digital Nation aspirations TM One, the enterprise and public sector business solutions arm of Telekom Malaysia Berhad (TM), reaffirms its commitment to catapult Malaysian industries moving towards Industrial Revolution (IR) 4.0 with the launch of its ten (10) transformative smart solutions. The smart solutions were launched by Imri Mokhtar, Chief Operating Officer, TM in conjunction with TM One's Smart Industry showcase today. Also present at the event were Ir. Ts Azizi A. Hadi, Chief Executive Officer, TM One and TM One's management team. Imri also officially launched the Smart Industry Showcase which took place at Menara TM, for two (2) days, from 21 and 22 August 2019, carrying the tagline "Transformation Through Intelligence", and gives visitors to experience first-hand TM One's IoT capabilities in a real industrial and smart city setting. Speaking at the launching ceremony, Imri said, "Today, TM through TM One marks an exciting milestone in boosting Malaysia within the Industrial Revolution 4.0, with the launch of our 10 transformative smart solutions. We are thrilled to bring to the market, these 10 smart solutions to enable your aspired digital and business transformation. Continuously developing and delivering digital solutions enabled by IoT, Big Data Analytics and AI, we will fulfil the dynamic needs of the various industry in today's hyper-connected ecosystem." "TM One's Smart Industry Showcase is an avenue for TM to demonstrate that we are truly the enabler of Malaysia's Digital Nation aspiration – enabling a more Digital Society, Digital Business and Digital Government – with the digital solutions and connectivity services that we provide. Living up to 'customers as our true north', the 10 smart solutions showcased today was developed with our customers, through a deep understanding of your needs, addressing your pain points, and enabling you to optimise your efficiency towards maximising profits. TM is committed to deliver an integrated business solution that will fulfil your needs, especially in a digitally-connected environment. At TM, we believe in a Digital Malaysia that is driven by smart cities and smart industries, and we are proud to showcase today that we are at the forefront of Malaysia's digital transformation journey," he added. Meanwhile, Ir. Ts. Azizi said, "With the launch of the 10 transformative solutions or 10T, we are continuing our journey with an expanded portfolio of smart solutions that will create greater value for our Enterprise and Public Sector business customers across all our seven (7) verticals to transition into IR4.0." The 10 transformative smart solutions, or 10T, comprise four (4) clusters – Connected City and Living Solutions, Connected Factory Solutions, Connected Utilities Solutions and Connected Agriculture Solutions. The solutions are: Connected City & Living Solutions are designed to help city planners, township developers and communities build better and connected cities to improve quality of lives via: Smart Home Solutions Smart Building Management Solutions Smart Street Lights Solutions Smart Parking Solutions Smart Traffic Lights SolutionsConnected Utilities Solutions will capture water data featuring near-real time pipeline monitoring, water quality and water level sensing to optimise and safeguard water supply via: Smart Water Management SolutionsConnected Agriculture Solutions are designed to address low farming efficiency and improve quality of agricultural products through real-time data collection and analysis of farming parameters via: Smart Aquaculture Solutions Smart Hydroponic SolutionsConnected Factory Solutions ensure workforce safety, improve delivery times and reduce maintenance cost via: Smart Genset Sensor Solutions Smart Forklift Solutions "What differentiates us from other smart services providers in the market is our complete end-to-end infrastructure in our Hyperconnected Ecosystem. The complete elements in the ecosystem enable our customers to collect, store, process and analyse data, powered by Artificial Intelligence (AI) to produce valuable insights, so they can address their pain points and subsequently deliver the best experience for their customers," Azizi added. TM One's Hyperconnected Ecosystem comprises data centre and cloud services; Internet of Things (IoT) and Big Data Analytics Platform; Integrated Network & Cyber Security Monitoring & Management Centre; and Robotic Process Automation (RPA). Apart from the launch and demonstration of the 10T solutions, the Smart Industry Showcase also features TM One's Integrated Operations Centre, Data Centres and Cloud services, Connected Workforce Solution and Robotic Process Automation capabilities, as well as virtual reality and robotics demonstrations. For more information on TM One and its products and service offerings, visit www.tmone.com.my.
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