Proof over promises
Scale your operations. Keep your standards.
We build and run your support, moderation and back-office teams to the metrics you set — from two hubs we own in Malaysia and Uzbekistan.
- PDPA-compliant data processor
- NDA before any data changes hands
- Data residency agreed by contract
500+
Specialists across Malaysia & Uzbekistan
24/7
Multilingual operations across 7+ languages
2016
Operating since incorporation in Malaysia
2
Delivery hubs we own — Malaysia & Uzbekistan
Our services
Five operations, one operating model.
Content moderation
Trust & Safety
Trained reviewers working to your policy, with AI triage ahead of them.
CX & support
Customer Experience
Voice, chat, email and messaging — multilingual, and run to your SLAs.
The instrumentation layer
CRM & Automation
Ticketing, automation and reporting — the layer the other services run on.
Internal technical support
IT Helpdesk
Tiered support that keeps your own people unblocked, not queued.
People operations
HR & Payroll
Payroll, back office and recruitment, run to a calendar and a standard.
The operating model
Automation helps. People stay accountable.
People own the decision, automation makes the volume manageable, and everything is measured against a basis agreed with you before the work starts.
01 First
Human-led.
Judgment, empathy and accountability stay with people. Automation supports the reviewer and the agent; it does not replace the decision.
02 Then
AI-accelerated.
Triage, routing, agent assist and analytics reduce the volume that needs a human and shorten the time it takes when one is needed.
03 Throughout
Measured.
CSAT, SLA attainment, resolution rate, productivity and cost — instrumented from day one and reported against an agreed basis.
The model, in motion
Hover over a stage to see what happens there. Tap a stage to see what happens there.
One queue in. Two ways out.
The repetitive tier never reaches a person. Everything that needs judgment does — and leaves a record either way.
Resolved at triage — never reaches a person
01 Contact arrives
Voice, chat, email, messaging, an in-app report — every channel lands in a single queue, already carrying the context the next stage needs. Your customers keep the channel they chose. Your operation stops running five of them.
Nothing leaves here. Everything is captured before it is sorted.
In this stage
- Voice & chat
- Email & messaging
- In-app reports & flags
02 AI triage
Models read the contact, classify the intent and send it to the queue that can close it — pre-filled with what a person would otherwise spend minutes looking up. The repetitive tier never travels further than this. That is the stage that moves your cost base, and it is the reason the rest of the pipeline stays small enough to staff properly.
The repetitive tier ends here — resolved without ever reaching a person.
In this stage
- Intent classification
- Queue routing
- Repetitive contacts closed here
03 Human review
What reaches a person is what needs one: policy edge cases, appeals, and the conversations where being understood is the entire job. AI stays on the desk as assistance — surfacing precedent, drafting the reply. The decision stays with the reviewer, and so does the accountability for it.
Resolved by a named person, with the reasoning recorded.
In this stage
- Policy edge cases
- Appeals & escalations
- Conversations that need a person
04 Audit trail
Every decision leaves a record — who made it, when, and against which policy — and a sample of them is re-reviewed for quality. This is the difference between telling you the work is good and letting you check.
Nothing leaves unlogged. The record is what you audit us against.
In this stage
- Reviewer + timestamp on every decision
- QA sampling
- Feeds your reporting
Sectors we have worked in
- Consumer retail
- FMCG
- Technology
- Transportation & mobility
- E-commerce
- Financial services
Measured, as promised
Numbers we are willing to be held to.
Every figure carries a stated basis — if we cannot say how it was calculated, we do not put a number on it.
- Average customer satisfaction
- 92% Average customer satisfaction Blended across live programs
- Service-level attainment
- 98% Service-level attainment Rolling 12-month window
- Repetitive contacts resolved before reaching a person
- 61% Repetitive contacts resolved before reaching a person Automated triage, live volume
- From signed scope to a live team
- 6 weeks From signed scope to a live team Live = targets holding unaided
- Dedicated teams
- Your program is staffed by people who work only on it — no shared queues.
- Start with a pilot pod
- A small dedicated pod, a fixed window, and agreed exit points before full ramp — then scale to hundreds of seats.
- Pricing scoped after discovery
- Per-seat or per-outcome — costed against the work, and explained.
Owned ground
Two hubs we own, not a broker network.
Malaysia covers ASEAN languages and business hours. Uzbekistan extends that into CIS markets and Russian-language support. Together they reach a language range most regional providers cannot staff from their own floors.
Headquarters
ASEAN coverageKuala Lumpur, Malaysia
Canaan's registered head office and primary delivery centre, serving ASEAN markets.
6 languages delivered from this floor
Delivery centre
CIS coverageGulistan, Uzbekistan
Canaan's own delivery centre in the Sirdaryo Region, extending coverage into CIS markets and Russian-language support.
3 languages delivered from this floor
Extended through partners
Delivery partner
China
Partner-delivered capacity for programs that need in-country delivery or additional Mandarin-language scale. Partner-operated — not a Canaan facility.
Delivery partner
Thailand
Partner-delivered capacity for Thai-language programs that need in-country delivery or extra scale. Partner-operated — not a Canaan facility.
Language coverage by hub
| Language | Kuala Lumpur | Gulistan |
|---|---|---|
| English | Supported | Supported |
| Bahasa Melayu | Supported | Not supported |
| Mandarin | Supported | Not supported |
| Cantonese | Supported | Not supported |
| Thai | Supported | Not supported |
| Vietnamese | Supported | Not supported |
| Uzbek | Not supported | Supported |
| Russian | Not supported | Supported |
In their words
What clients say about working with us.
“They behave like a business partner rather than a service provider. That is not what we have had from other BPOs.”
“The results speak for themselves — new business and conversion both moved after the team came on.”
“We doubled sales within two months of bringing Canaan in.”
“The Management and Leadership for Success course was genuinely useful to the team.”
For your due diligence
Documentation on request, not on display.
Tell us what your review needs and we will send what applies to the work you are scoping — under NDA where you want one.
You will hear from an operations lead within one business day.
What buyers usually ask us for
- Certification & registration records
- Certificates, their scope statements — which sites and services each one covers — and current validity, for whichever standards and registrations apply to the work you are scoping.
- Security & data-handling policies
- The documentation behind the controls on this page: how data is held, who may access it at which hub, and what your own auditors would be shown.
- Registry & contract documents
- SSM registration records, and the engagement terms your legal team reads before signature — including the data-residency clause for your programme.
Client references are available under NDA on the same basis.
Questions procurement asks first
Commercial questions are answered on the engagement page, and data-handling questions under security and compliance.
Tell us what you are trying to run.
Send the volumes, the channels and the languages. We will tell you whether we are the right fit — and say so if we are not.
You will hear from an operations lead within one business day.
A small dedicated pod, a fixed window, and agreed exit points before full ramp — then scale to hundreds of seats.