01 Jun 2022
TM R&D’s Customer-focused innovations recognised at the Malaysia Technology Excellence Awards
In-house smart solutions for Fixed Wireless Access connectivity and customer experience platform for frontliners awarded under “Connectivity-Telecommunications” and “AI-IT Services” categories respectively
Telekom Research & Development Sdn Bhd (TM R&D), the innovation arm of Telekom Malaysia Berhad (TM), recently bagged two awards at the Malaysia Technology Excellence Awards 2022, organised by the Singapore Business Review.
The Malaysia Technology Excellence Awards spotlights exceptional companies who are technology disruptors that boosts Malaysia’s economy. TM’s Fast Internet for All (FIRA) solution was bestowed the award under the “Connectivity-Telecommunications” category, while TM’s Single Platform on Intelligent Customer Experience (SPICE.ai) won the award in the “Artificial Intelligence (AI)-IT Services” category.
Commenting on these awards, Dr. Sharlene Thiagarajah, Chief Executive Officer, TM R&D said, “I couldn’t be prouder of my team as these awards reflect their commitment to meet the fast-evolving digital needs of today’s customers and strengthen our position as a research leader in these fields. This recognition also reaffirms our efforts in building smarter digital ecosystems to facilitate the ease with which Malaysians can embrace a more digital lifestyle, while also bringing progress to the nation.”
FIRA was introduced as a way to support the government in providing Malaysians with quality access to digital connectivity nationwide. Aimed at offering better internet service to underserved communities, FIRA uses Fixed Wireless Access (FWA) technologies to improve connectivity in rural areas across Malaysia. Since its first deployment in Malacca back in July 2020, the solution has demonstrated promising success in improving download and upload link speeds compared to other broadband services. The solution has since been implemented at a rural school in Selangor and at Pusat Komuniti Desa sites under the Ministry of Rural Development. It has also supported an IR4.0 use case in Terengganu.
“FIRA is formulated to address two common issues: coverage and speed. The solution is capable to deliver connectivity up to 50Mbps within 5-8km range, compared to a traditional 4G cell within 1km range. Furthermore, with its quick deployment procedures, FIRA can help mitigate customers’ connectivity concerns in a cost-effective and timely manner,” shared Dr. Sharlene.
SPICE.ai, on the other hand, aims to assist frontliners in their daily task of addressing customer service enquiries and requests.
Dr Sharlene explained, “SPICE.ai consists of multiple components that cover different parts of an existing customer experience system. By integrating these components, frontliners gain a more holistic view of each customers’ profiles. The solution then implements real-time analytics to improve customer experience, giving frontliners the right information at the right time which allows them to deliver a better experience to customers.”
This analytics system has been deployed nationwide for nearly two years and becomes the primary touchpoint for more than 5,000 TM frontliners in most customer interactions across multiple channels. The performance of SPICE.ai has proven to be reliable and seamless even when integrated with more than 20 existing, standalone systems and was still able to relay the processed information through one single platform, on top of providing analytics and advisory.
Established in 2001, TM R&D is the innovation arm of TM Group focusing on creating smarter ecosystems to make business and life easier for a better Malaysia. TM R&D’s solutions are clustered around four pillars namely Intelligent Platforms, Data Brokerage, Connectivity/Tools and IR4.0/Digital Solutions. Growing from strength to strength, TM R&D has won multiple global awards and generated more than 2,800 Intellectual Property Rights (IPRs) and 1,400 digital assets to date. TM R&D’s innovations are developed in-house and cut across multiple industries such as Utilities, Retail, Agriculture, Healthcare and Education, with safety and productivity as its top priority.
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Yayasan TM in collaboration with CENDANA transforms Muzium Telekom into engaging public digital arts space as part of art in the city's inaugural KLWKND
Through the marriage of technology and arts, Yayasan TM (YTM) continues its ongoing mission to preserve and celebrate the nation's arts, culture and heritage by transforming Muzium Telekom into an engaging public digital arts space, thanks to a ground-breaking collaboration with the Cultural Economy Development Agency (CENDANA). The collaboration is in support of the agency's Art In The City Programme, via its inaugural KLWKND event. KLWKND is a series of exciting events happening from 25 to 28 November 2021 created to make arts and culture accessible to all walks of life. KLWKND is set to transform downtown KL into a vibrant, truly immersive hub for creativity, arts and culture with various activities planned, all throughout the four (4) day programme including dance, music, opera, fashion, architecture, food, visual arts, design, creative products, traditional crafts, literature, history and more. In amongst the activities, YTM is honoured to be part of KLWKND placing Muzium Telekom as the centrepiece where art meets technology. The 93-year old heritage building will be transformed as SITULAH, a public digital arts showcase. Since 1994, the museum has been showcasing the history and evolution of telecommunications in Malaysia. Befitting the times, YTM aims to reinvigorate this beautiful historic building as an engaging hub that connect the dots across the many facets within the TM Group, showcasing talents from Multimedia University (MMU) students, alumni and faculty in digital, creative and cinematic arts as well as TM's heritage and innovation in telecommunications. True to its collaborative spirit, YTM is working with CENDANA together with Joe Sidek Productions and other esteemed figures in the arts community including gifted visual and performing artists; whilst supporting local Food & Beverage businesses during the festival period and beyond. Muzium Telekom as SITULAH at KLWKND carries the exhibition theme of Traverse – Motions Through Time, a showcase of art and technology traversing without borders across time, mediums and cultures, in a vibrant interdependent ecosystem. As the visitors move through the museum, the artworks will guide them through an exploration into the past, present and future. Addressing the transformation of telecommunication institutions (TM Group, Muzium Telekom and MMU) in the age of digital evolution, contained within four (4) chapters: ENTER, INTER(IN)VENTION, RETROSPECT, and EXPERIENCE. 'Traverse' asks the visitors - how do these historical shifts in the mediation of our perception reflect our beliefs in the function of these institutes in our media society. At 'Traverse – Motions Through Time' while the artists are embracing the new form of art-making, expressing their ideas in a novel and ingenious ways, YTM take the opportunity to inform the public of the emerging creative practices by encouraging public participation, reflection and immersive engagement with the new content produced by MMU students, faculty and alumni. Besides digital and creative arts, TM R&D and TM ONE also showcase their latest technology and innovations. Today, the exhibition hosted a VVIP walkabout, graced by YB Datuk Zahidi Zainul Abidin, Deputy Minister of Communications and Multimedia, accompanied by Dato' Ir. Dr. Abdul Rahim Haji Daud, YTM Board of Trustees Member; Izlyn Ramli, Director of YTM; Dr. Sharlene Thiagarajah, Chief Executive Officer of TM Research & Development (TM R&D); Ainol Shaharina Sahar, Chief Executive Officer of Menara KL; Nor Azmi Mat Said, Chairman of MyCreative Ventures; Junady Nawawi, Group Chief Executive Officer of MyCreative Ventures; Izan Satrina Mohd Sallehuddin, Chief Executive Officer of CENDANA; and Joe Sidek, Director of KLWKND Festival. Holding on to the noble principle that no one gets left behind in this digital age, YTM is exhibiting the extraordinary visual talents of gifted artists in Malaysia for a charity sale during the event. Also taking part are visual artists from Persatuan Pelukis Negeri Perak who will be showcasing the Gutta Percha Trail Exhibition, the history of how a tree native to Malaysia played a crucial part in making the global submarine and telegraph network possible. With the exciting emergence of vast markets for non-fungible tokens (NFTs), YTM is also collaborating with DETIK, a unique Malaysian NFT project team who is organising the NFT-JAM Challenge where digital artists will meet up in the DETIK created Newsantara metaverse. This challenge aims to increase digital literacy reach so that creative communities can participate in the digital economy and earn potential income from their creative arts. This initiative will have presence in the Traverse exhibition and also feature some of the artwork displayed physically and digitally at Muzium Telekom. Commenting on the collaboration, Izlyn said, "As a purpose driven social impact foundation, YTM is committed to the Group's aspiration of enabling a Digital Malaysia via our three pillars of Education, Community and Nation-Building as well as Tourism, Culture and Heritage. The third pillar is dedicated to the sustainable development of Malaysian arts, culture and creative ventures. It is a necessary part for the preservation and celebration of our nation's heritage but also a key foundation to building our future. Creativity and innovation are not just confined to a certain sector; they are applicable across all aspects as well as being a key life skills. This must be nurtured and supported by all stakeholders for the betterment of society." "Malaysia has a wealth of talent, creativity and innovation but it needs that due attention and support to grow further and make an even greater mark in the world. How corporates can support the overall ecosystem should be considered from a strategic view – how they can enhance the scene with the core competencies they have so that the local arts industry creates greater impact and sustainability. YTM's role is in connecting the dots between the youth, talent and creativity to skills development, digital opportunities and collaborative partners; focusing on expanding traditional content and goods to digital platforms and solutions," she added. Meanwhile, as the main organiser, Izan Satrina said, "KLWKND is an integral part of Art In The City key to reach out, restart, revive and rebuild the economy for the arts and culture sector. To successfully implement such efforts, collaboration at all levels amongst the private and public sectors is needed to ensure involvement and ownership of the programme. Therefore, we are proud to partner with YTM and Joe Sidek Productions to build a greater impact for the sector and wrap up the year with a bang. Part of the arts includes us reflecting our history. The exhibition 'Traverse – Motions Through Time' complements this journey." YTM and its partners invite all to come and experience this exciting and immersive digital arts and innovations exhibition, Traverse – Motions Through Time from 25 – 28 November 2021 (10.00 am – 10.00 pm) as part of CENDANA's Art in The City inaugural KLWKND programme. There will also be cool prizes to be won from a special gamification competition feature of the exhibition journey!
TM Launches New HQ And Campus To Promote Collaboration And Foster Human-Centred Innovation
Further complementing its transformation journey towards becoming a human-centred TechCo, TM is pleased to announce the launch of its new HQ and campus in conjunction with its Hari Raya event for employees. Located in Cyberjaya, TM Campus marks a significant milestone for TM as it represents the company's commitment to creating an innovative space that drives agility, flexibility and efficiency through digital collaboration and hybrid work environment. TM is set to drive higher productivity while instilling a sense of pride among Warga TM through a stimulating work environment and a hybrid policy of three (3) days at the office and two (2) days working from anywhere. The campus houses not only the new TM HQ, but also TM Innovation Hub, TM Network Intelligence Centre and TM Core Data Centre. The campus provides open office spaces, technology infrastructure and digital tools, as well as dedicated areas for collaboration, empowering employees to deliver innovative solutions for customers. It also features a sustainable eco-friendly design with green spaces and an abundance of natural light to create a healthy and inspiring workspace atmosphere that employees can be proud of. TM Campus was officially launched today by Dato’ Imri Mokhtar, Group Chief Executive Officer, witnessed by the senior leadership team and Warga TM. “We are thrilled to launch the new campus as it is a testament of our commitment to propel innovation among our employees, customers and partners. The campus features an open space concept, equipped with advanced technology infrastructure to facilitate Warga TM to co-create digital platforms and smart solutions,” said Dato’ Imri. “We are changing our way of working and this campus will be the catalyst. Complemented by the use of various technologies and digital tools such as robotics process automation (RPA), artificial intelligence (AI), analytics and remote working tools, it will bring out the best of our people, while enhancing their well-being at the same time,” he further added. To support this evolution, TM provides various on-demand learning platforms and technology training opportunities to complement its commitment towards human-centred innovation. "With the spirit of collaboration and mutual exchange of ideas, we will continue to develop ourselves for the benefit of our customers and other stakeholders," Dato’ Imri concluded. This is also in line with TM’s new brand promise, ‘Your Next is Now’, which demonstrates how technology is harnessed to empower people to drive change, enabling them to realise their aspirations, whether to scale big ideas, build new businesses, or take better care of the planet. Some of these innovations were also showcased by TM during the launch event. TM Digital Workplace features the benefits of a hybrid work environment, On-demand Learning and Professional Development Platforms and Employees Self-Service, for greater efficiency among Warga TM. For our customers, TM One Smart Solutions showcase features Smart Healthcare, Smart Industries & Analytics, and Smart City. This is a significant moment for the Group, and it marks a new chapter in its journey towards becoming a human-centred TechCo that creates value for its stakeholders. With its innovative features, human-centred design and commitment to diversity and inclusion, this new facility is poised to become a hub for innovation and creativity.
Employees of TM at Menara TM One, Damansara and Kepayan, Kota Kinabalu tested positive for Covid-19
Telekom Malaysia Berhad (TM) confirms two (2) positive cases of Covid-19 amongst its employees. One of the affected employees is based at Menara TM One in Damansara, Kuala Lumpur and the other is at its Kepayan office in Kota Kinabalu, Sabah. Both employees are currently under quarantine and receiving treatment at Government quarantine and medical facilities. TM management and staff are together praying for their speedy recovery. TM has taken proactive measures to mitigate further spread of the virus and keep our customers, staff and communities safe. At Menara TM One, all occupants were immediately evacuated and the office building closed for seven (7) days to facilitate thorough disinfection and sanitisation in accordance to the guidelines set by the Ministry of Health (MoH). TM offices in Sabah, Kedah and other Red Zone areas had been closed much earlier as proactive precaution in correspondence to the increasing cases recently. Following these two new positive cases, detailed contact tracing is being carried out by the MoH, assisted by TM's COVID-19 Crisis Response Team (CRT), to identify and inform those whom had close contact with the affected employees. Identified close contacts are being contacted by MoH for further advice and action. In ensuring continued services to our customers, TM employees at the affected states and areas have reverted back to Work From Home (WFH) arrangement utilising digital channels and online productivity tools. Meanwhile, critical function employees (contact centre, field teams for service installation and restoration) shall continue working in compliance to Government and TM's added safety protocols and guidelines. TM would like to remind everyone at all times to keep safe social distance, hygiene and adhere to the Standard Operating Procedures (SOPs) as advised by the Government. TM has taken and will continue to take all necessary measures to ensure the health and safety of our customers, employees and community.
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