VADS Berhad
VADS Business Process Sdn. Bhd. is a Malaysian BPO subsidiary of TM One (Telekom Malaysia) providing customer service, revenue management, HR shared services, and AI-enabled contact centre solutions to government agencies and enterprises across Malaysia and Indonesia.
- Company typePrivate
- Founded2006
- HeadquartersKuala Lumpur, Malaysia
- Headcount1,001–5,000
- GTM typeB2B
- OfferingServices
What VADS Berhad does
VADS Business Process Sdn. Bhd. (operating as VADS or VADS BP) is a Malaysia-headquartered business process outsourcing (BPO) provider operating as a subsidiary of TM One, the enterprise and government business solutions arm of Telekom Malaysia Berhad. Founded in 2006 with operations dating back roughly 19 years, the company delivers customer engagement, digital transformation, and process efficiency services from owned contact centres in Kuala Lumpur, Cyberjaya, Penang, Melaka, Kuching, and Marang, serving clients across Malaysia and Indonesia. Its primary customers are Malaysian federal and state government agencies and large enterprises in financial services, healthcare, and oil & gas; TM One itself functions as both customer and primary distribution channel.
The service portfolio is organised around six integrated pillars: Customer Service (contact centre operations, IT service desk, social media engagement, smart shoring, customer survey); Revenue Management (integrated sales, digital marketing, collections); HR Shared Services (recruitment, payroll, corporate training); Content Trust & Safety (content moderation for online platforms); Business Process Digitalisation (consultancy, change management, Data Science as a Service); and Technology Enabler (AI and Automation with NLP/ML chatbots, omni-channel cloud telephony, omni-channel CRM, IT service management, digital channels). Underlying technology combines Natural Language Processing-driven chatbots, cloud-based contact centre infrastructure, CRM systems, and ITSM tooling, with a strategic partnership with Freshworks announced in November 2024 to deliver AI-powered omni-channel CRM. The platform is integrated with partner ecosystems including Freshworks, Microsoft, Salesforce, Webex, Zoom, and Ameyo, and VADS holds ISO 18295-1:2017 certification for customer contact centre operations, most recently recertified in July 2024 with zero Non-Conformance findings. The company also won multiple awards at the CCAM 2024 Industry Excellence Awards.
VADS generates revenue primarily through managed services and professional services contracts negotiated on a scope, volume, and SLA basis, typically structured as multi-year agreements. Go-to-market combines direct enterprise field sales (leveraging TM One relationships), inside sales for mid-market BPO contracts, and event-led demand generation including BPO Days and participation in industry exhibitions such as the ASEAN Tourism Forum 2025. Pricing is quote-based and not publicly disclosed. Operating under the TM One umbrella aligns the company with Telekom Malaysia's Digital Malaysia initiative, providing privileged access to Malaysian government and large enterprise accounts, while confining its primary geographic exposure to Malaysia and a selective presence in Indonesia. Reported operational outcomes include call-answer-rate improvements from 8% to 78% for the Malaysian Health Agency during the Covid-19 pandemic and 94.3% of calls answered within 10 seconds for an Islamic Financial Institution client, both indicative of the kind of outcome-based credibility VADS leverages in renewed enterprise bids.
VADS Berhad firmographics
Firmographics- Name
- VADS Berhad
- Legal name
- VADS Business Process Sdn. Bhd.
- Website
- https://vads.com
- Company type
- Private
- Founded year
- 2006
- Operating status
- Operating
- Headcount range
- 1,001–5,000 employees
- Short description
- VADS Business Process Sdn. Bhd. is a Malaysian BPO subsidiary of TM One (Telekom Malaysia) providing customer service, revenue management, HR shared services, and AI-enabled contact centre solutions to government agencies and enterprises across Malaysia and Indonesia.
- Ownership category
- akta.pro rank
VADS Berhad industry classification
Industry- Product category
- Business Process Outsourcing and Contact Centre Services
- NAICS
- Business Support Services (5614), Administrative and Support Services (561)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370), Services-Management Services (8741)
- akta.pro primary industry
- Business Process-Aligned IT Outsourcing (ITO + BPO Integrated) (BPAEAMAJ)
- akta.pro secondary industries
- B2B Appointment Setting & SDR/BDR Outsourcing (BPAAADAA), Billing & Revenue Operations (Subscription/Usage Billing, Rating, Order-to-Cash Support) (BPAAAGAD)
Keywords
Where VADS Berhad is headquartered
LocationHeadquarters
- HQ city
- Kuala Lumpur
- HQ country
- Malaysia
- HQ region
- Asia
Offices7 records
Markets served
VADS Berhad business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales
Revenue model
- BPO Managed Services: Comprehensive business process outsourcing services including customer service, revenue management, HR shared services, and content trust & safety delivered through managed teams and contact centers.
- Corporate Training Services: Tailored training programs delivered to organizations across CX engagement, digital transformation, agile practices, technology delivery, cybersecurity awareness, and team-building.
- HR Shared Services: Centralized HR functions including recruitment, payroll processing, and corporate training services for corporations.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Other | Multi-year contract | Custom BPO service packages tailored to client requirements |
Go-to-market motion3 records
Distribution channels3 records
Marketing channels4 records
VADS Berhad product offering
Product offeringCore offering
VADS Berhad (VADS Business Process Sdn. Bhd.) is a fully integrated Business Process Outsourcing (BPO) and ICT solutions provider that delivers outsourced customer service, revenue management, HR shared services, content moderation, technology enablement, and business process digitalisation to enterprises and government agencies across Malaysia and Indonesia. Its services are delivered through a network of contact centres and underpinned by an AI-enabled omni-channel platform, including cloud telephony, CRM, ITSM, and NLP-powered chatbots.
Product overview
VADS Berhad operates as a Business Process Outsourcing (BPO) provider offering a unified portfolio of interconnected services under its parent brand TM One. The core offering spans six integrated service pillars: Customer Service (Contact Center, IT Service Desk, Social Media Engagement, Customer Survey, Smart Shoring), Revenue Management (Integrated Sales, Digital Marketing, Collection Services), HR Shared Services (Recruitment, Corporate Training, Payroll), Content Trust & Safety (Content Moderation), Technology Enabler (AI & Automation with NLP/ML chatbots, OMNI Channel Cloud Telephony, OMNI Channel CRM, ITSM, Digital Channel), and Business Process Digitalisation (Consultancy, Change Management, DSaaS). These services share common technology infrastructure including AI-enabled analytics platforms, cloud-based contact centre systems, and omni-channel communication capabilities, enabling clients to outsource customer engagement, digital transformation, and process efficiency operations across Malaysia and Indonesia.
Differentiator
Problem solved
Functional benefit
Products and services
- Customer Service
Quantifiable outcome
- Call answer rate improved from 8% to 78% within 30 days for Malaysian Health Agency
- +4 more outcomes
Companies that use VADS Berhad
Customer profileNamed customers8 records
Segments4 records
Ideal customer profiles3 records
VADS Berhad technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration1 record
AI capability9 records
Feature6 records
VADS Berhad partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core and flagship.
- Freshworks Inc.coreStrategic partnership launched November 19, 2024 to bring cutting-edge digitalized CRM solutions to Malaysia. Collaboration focuses on AI-powered and automation-driven Omni-Channel CRM platform designed to revolutionize customer experience. Solutions include advanced CRM systems, chatbots, and IT Service Management (ITSM) solutions targeting enterprises, government agencies, and SMEs.
- TM OneflagshipTM One is the parent company and strategic partner, providing technology infrastructure and market access. VADS is positioned under TM One's business solutions umbrella, leveraging TM's investment in data centers, cybersecurity, and managed services to deliver BPO solutions aligned with TM's Digital Malaysia mission.
Scale indicators6 records
Recent moves6 records
Expansion highlights6 records
VADS Berhad competitors and assessment
Company assessmentDirect peers
- TaskUs: Tech-enabled BPO provider specializing in content moderation, customer service, and trust & safety — directly mirroring VADS's Content Trust & Safety and Customer Service pillars. Operates significant Philippines and global delivery.
- StarTek: Global customer experience management company offering omnichannel customer service, digital CX, and back-office support with Malaysian and regional delivery. Closely comparable in services, scale, and Asia-Pacific focus to VADS.
- IBEX Limited: BPO company providing end-to-end customer engagement, digital marketing, and technology-enabled solutions with operations across Southeast Asia and the Philippines. Comparable in scale, vertical mix, and service portfolio to VADS.
- VXI Global Solutions: Privately held BPO/CX provider with significant presence in the Philippines and across Asia-Pacific. Offers call center, customer service, and IT services closely aligned with VADS's portfolio.
Broad incumbents
- Foundever (formerly Sitel Group): Major global CX/BPO provider with strong Asia-Pacific presence. Offers outsourced customer service, sales, and technical support comparable to VADS's core contact center services.
- Teleperformance: Largest global omnichannel customer experience management company, operating contact centers across Asia-Pacific including Malaysia/Indonesia. Directly comparable to VADS in inbound customer service, technical support, and content moderation offerings.
- Concentrix Corporation: Global leader in customer experience (CX) and BPO services with significant Asia-Pacific operations. Direct overlap with VADS in contact center outsourcing, customer service, and digital transformation for enterprise and government clients across multiple verticals.
- WNS Holdings: Global business process management company providing customer experience, finance & accounting, and research/analytics services. Comparable to VADS in customer service and back-office BPO, with stronger analytics capabilities.
- TTEC Holdings: Large global CX technology and services company with AI-enabled customer engagement offerings and Asia-Pacific delivery. Competes with VADS in enterprise digital CX and contact center outsourcing.
Regional players
- PCCW Teleservices: Hong Kong-based telecom-affiliated BPO and contact center services provider with Asia-Pacific focus. Comparable to VADS in business model as a telecom-parented BPO serving enterprise and government clients, though operating primarily in Greater China and Asia.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks5 records
Key highlights6 records
Customer concentration
VADS Berhad social profiles
Digital presenceVADS Berhad compliance and trust
Trust signalCompliance1 record
VADS Berhad financial estimates
Financial estimateRevenue estimate
Valuation estimate
VADS Berhad leadership team
Management profileNumber of profiles
Profiles8 records
VADS Berhad funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
VADS Berhad M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about VADS Berhad
What does VADS Berhad do?
VADS Berhad (VADS Business Process Sdn. Bhd.) is a fully integrated Business Process Outsourcing (BPO) and ICT solutions provider that delivers outsourced customer service, revenue management, HR shared services, content moderation, technology enablement, and business process digitalisation to enterprises and government agencies across Malaysia and Indonesia. Its services are delivered through a network of contact centres and underpinned by an AI-enabled omni-channel platform, including cloud telephony, CRM, ITSM, and NLP-powered chatbots.
Is VADS Berhad a public or private company?
VADS Berhad is a private company. It is classified as corporate owned and is currently operating.
When was VADS Berhad founded?
VADS Berhad was founded in 2006. It employs 1,001 to 5,000 people.
Where is VADS Berhad based?
VADS Berhad is headquartered in Kuala Lumpur, Malaysia, in the Asia region.
How does VADS Berhad make money?
Three revenue lines are on record. BPO Managed Services are the primary driver. The others are corporate Training Services and HR Shared Services.
Who are VADS Berhad's main competitors?
Direct peers on record are TaskUs, StarTek, IBEX Limited and VXI Global Solutions. Broad incumbents are Foundever (formerly Sitel Group), Teleperformance, Concentrix Corporation, WNS Holdings and TTEC Holdings. PCCW Teleservices is listed as a regional player.
Does VADS Berhad have an API?
No public API is recorded for VADS Berhad.
What industry is VADS Berhad in?
VADS Berhad's product category is Business Process Outsourcing and Contact Centre Services. Its primary akta.pro industry code is BPAEAMAJ, Business Process-Aligned IT Outsourcing (ITO + BPO Integrated), with a secondary code of BPAAADAA, B2B Appointment Setting & SDR/BDR Outsourcing. Its NAICS code is 5614 and its SIC code is 7370.