TM launches the first AI-enabled GBS Centre in the East Coast to drive investment in the Eastern Economic Corridor

• Centre will support key state agencies, including Syarikat Air Terengganu 
• Aims to boost Malaysia's digital infrastructure, empower businesses, communities

TM, through TM One, its enterprise and government sector business solutions arm, has launched the first Global Business Services (GBS) Centre on the East Coast. In a statement, the company said the Centre leverages advanced technologies, including AI and robotic process automation, to enhance service delivery, strengthen digital business capabilities, and increase the region’s attractiveness for new investments.

Located in Marang, Terengganu, the Centre was officiated by Dr Ahmad Samsuri Mokhtar, Terengganu’s menteri besar. Other state leaders in attendance included Haji Mohd Nurkhuzaini bin Ab Rahman, chairman of the committee for digital economy, new income, trade, industry, and green technology; Ariffin Deraman, chairman of the committee for entrepreneurship, human resources, cooperatives, and consumer affairs; and Zulkifly Isa, district officer of Marang.

Amar Huzaimi Md Deris, TM’s group CEO, said, “This GBS Centre is the next phase in TM’s efforts to advance Malaysia’s digital infrastructure, empowering businesses, communities, and government in the digital economy. Built on a secure cloud-based platform and leveraging AI technology, this solution provides features like conversational AI, virtual agents, and digital channels, enabling swift and efficient responses via multichannel interactions.”

He added, “Contributing to the economic and digital development of Marang and surrounding communities, this Centre reflects our Digital Powerhouse aspirations by empowering local talent ecosystems for digital inclusivity across the nation.”

According to TM One, the Centre, located between major cities like Kuantan and Kuala Terengganu, is equipped to handle large-scale projects for diverse organisations. These offerings can be customised to organisations' needs, integrating with existing systems to ensure continuous service delivery to end users. Starting with an initial capacity of 300 seats, the Centre is designed to scale up to 1,500 seats as demand grows. It is also equipped with multi-lingual capabilities in Bahasa Malaysia, English, Mandarin, Tamil, and Arabic, helping organisations cater to diverse customer demographics.

The Centre will serve key state agencies, including Syarikat Air Terengganu (SATU), the licensed water supply operator for 1.2 million residents in the state. This is an extension of TM One’s existing management of SATU’s contact centre, covering queries across voice and digital channels such as Sistem Pengurusan Aduan Awam, Suruhanjaya Perkhidmatan Air Negara, and social media platforms.