Telekom Malaysia implements AssistEdge to increase efficiency

Telekom Malaysia is the country’s convergence champion and the leading converged communications services provider.

"AssistEdge from EdgeVerve Systems has played a pivotal role in automating processes, driving efficiency and productivity across the customer service centers of Telekom Malaysia and has significantly reduced the average call handling time, resulting in enhanced customer experience," a company statement said.

Telekom Malaysia offers a range of communication services and solutions in broadband, data and fixed-line.

Nitesh Banga, Member of the Board, EdgeVerve, said, “AssistEdge has been one of the most successful automation products in the market and a large number of global enterprises are using it to successfully tread from deterministic to cognitive automation. As we continue to work with Telekom Malaysia to enhance their customer experience and unify it across traditional and digital channels, we are delighted that AssistEdge has also helped them reduce operational costs significantly.”

Ahmad Nasri Mohamed, VP, Customer Experience Transformation, Telekom Malaysia, said, “TM aims at becoming the convergence champion and the OVAL program, powered by AssistEdge is helping us create an enriching customer experience. With this solution, we are confident that our agents are able to make every conversation convert in to a connection, fostering us to drive client delight and effortlessly augment our productivity and operational efficiencies.”