Telekom Malaysia Berhad: Support when and where customers need it 

Service that follows the customer, not the clock 

As Malaysia’s leading telecom provider, Telekom Malaysia Berhad connects millions of people every day. Their role is not limited to providing connectivity, it also means making sure support is always available.

We see a trend that people prefer digital conversations over waiting on calls or visiting a store. They want quick answers and a consistent experience, whether on email, WhatsApp, or social platforms.  

That is why we sat down with Sri Ganesh, Head of CEMS, AGM, to discuss how Telekom Malaysia Berhad is transforming customer support. From unifying channels on a single platform to introducing chatbots and automation, Ganesh shared how the company is redesigning interactions to be faster, simpler, and more consistent. 

Breaking silos across digital channels 

Customers reach out through many touchpoints. One day it is an email. The next is WhatsApp or social media. When those interactions sit in separate systems, agents lose time piecing the story together, and the experience becomes fragmented.  

Ganesh points out that these silos came from legacy setups. “As we have inherited multiple interaction channels, the challenges are how to unify them to ensure that you have a single platform, and then you build on top of that. Example, you have one solution for Voice, one for live chat, one for WhatsApp, so on and so forth.”  

Breaking down silos is more than a technical fix. It changes how support teams work and how customers experience service. With a single platform, agents gain visibility into every interaction, past and present. They no longer need to switch systems or rely on incomplete records. Customers feel continuity when their history follows them across channels. 

Digital channels strengthen this approach by keeping conversations open. A customer might start with a quick question on WhatsApp, share documents over email, then move to social for an update. Instead of three separate cases, it becomes one connected conversation. This consistency builds trust and reduces friction on both sides. 

To make this possible, Telekom Malaysia Berhad chose to unify channels on a single platform. Ganesh notes that this not only removes the complexity of separate systems but also ensures historical data is preserved, makes scaling easier, and allows new channels to be added without disruption. 

Automation at scale 

Telekom Malaysia Berhad knew that digital demand would only increase. More customers moving to chat meant higher volumes and rising expectations for instant replies. Relying only on live agents was not sustainable, especially when customers expect support to be available at any time. 

The answer was automation. By introducing chatbots and guided flows, simple requests now receive immediate responses. Customers get quick answers to routine questions like checking a bill, confirming payment status, or asking about data packages. Agents focus on complex cases that need human touch. 

Rich media on digital channels adds another layer to automation. Instead of plain text, Telekom Malaysia Berhad uses images, buttons, and quick replies to guide customers through processes like accessing account details, service updates, or outage notifications. Customers get clearer instructions and faster resolutions without switching channels. 

Automation also ensures consistency across touchpoints. Whether a customer is on WhatsApp late at night or sending an email during the day, they get the same reliable information. This reduces the call center load, improves handling times, and lowers operational costs while keeping support available around the clock. 

For a telecom provider managing millions of interactions, automation is not about replacing people. It is about allowing agents to focus on escalations and complex cases while automation takes care of high-volume, repetitive queries. Digital channels extend reach, and automation ensures every conversation is handled smoothly and efficiently. 

Building the next phase of digital engagement 

Connecting channels and introducing automation were important steps, but the long-term goal is broader. Telekom Malaysia Berhad is building engagement that feels continuous, personal, and easy to use. 

By treating every interaction as an opportunity to resolve issues quickly and clearly, Telekom Malaysia Berhad is setting the foundation for the next phase of digital engagement. One where conversations continue across channels, automation supports scale, and customers feel recognized every step of the way. 

Partnership plays a key role in this journey. “We learned together, bounced ideas, and Infobip guided us a lot. They are still guiding us at this moment as well. I really thank the Infobip team for all the effort they put in working with us. And they are giving us a lot of insight into how things are done globally,” says Ganesh. 

This approach shows how telecom providers can adapt their offers to meet today’s customer expectations. Support is no longer tied to call centers or business hours. It follows the customer, wherever they are.