VADS Berhad

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.

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

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

• Business process outsourcing
• Contact centre services
• Customer engagement solutions
• HR shared services
• Digital transformation services

Headquarters

HQ city

Kuala Lumpur

HQ country

Malaysia

HQ region

Asia

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. 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.
2. Corporate Training Services: Tailored training programs delivered to organizations across CX engagement, digital transformation, agile practices, technology delivery, cybersecurity awareness, and team-building.
3. HR Shared Services: Centralized HR functions including recruitment, payroll processing, and corporate training services for corporations.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels4 records

Core 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

Named customers8 records

Segments4 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability9 records

Feature6 records

Partnerships

Two partnerships are on record, tiered core and flagship.

• Freshworks Inc.coreTechnology or Integration · 19 November 2024Strategic 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 OneflagshipStrategic or Co-development PartnerTM 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

Direct 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

• YouTubeyoutube.com/@bestpeopleonearth123
• Facebookfacebook.com/groups/705089144082738/?ref=share_group_link
• Instagraminstagram.com/alllifeatbpomalaysia?igsh=MTNlbWhpaTd6NWpzNg%3D%3D&utm_source=qr
• TikToktiktok.com/@life_atbpomalaysia?_t=8eAQnIhxVNS&_r=1
• LinkedInlinkedin.com/company/vads-berhad

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles8 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about VADS Berhad