About Canaan
A BPO you can check.
Canaan runs the operations that touch your customers — support, moderation, and the systems behind them — from two hubs we own in Malaysia and Uzbekistan. What follows is what a buyer can verify about us, in the order they usually ask.
On the record
The details you can look up yourself.
A registered Malaysian company with a trading address and a registration number your own team can search. Start there, not with our adjectives.
Company record
Verifiable at Suruhanjaya Syarikat Malaysia (SSM)
- Legal name
- Canaan Communication & Technologies Sdn. Bhd.
- Registration number
- 201601004144 formerly 1175070H
- Incorporated
- 4 February 2016
- Registered address
-
C-20-6, KL Trillion, 338 Jalan Tun Razak
50400 Kampung Datuk Keramat
Kuala Lumpur, Malaysia
Why we started
Built by people who had run the work.
Built to run the same operations differently — mapped before they are staffed, and measured rather than asserted.
Canaan was founded in 2016 by people who came out of customer service roles in Malaysia and had spent long enough inside outsourced operations to know how they go wrong: processes inherited rather than designed, quality asserted rather than measured, and the people doing the work treated as the variable to squeeze.
The company was built to run the same operations differently — mapped before they are staffed, instrumented so performance is arguable rather than asserted, and structured so the reviewers and agents can sustain the work. That is still the whole proposition, and it is why the numbers on this site carry their basis beside them.
Where we are
Two hubs we own, not a broker network.
Both delivery centres are ours to run: Kuala Lumpur, the registered head office, and Gulistan in the Sirdaryo Region of Uzbekistan. Where we use delivery partners, they are named as partners — never presented as a Canaan floor.
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 |
How we run
Three commitments, applied to every programme.
The same operating model sits under all five services. It is what makes an outsourced team behave like your own rather than a queue you cannot see into.
See what we run
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.
Keep reading
- How we engage Pilot pods, dedicated teams, and what happens between your first message and a live floor. Read on
- Security & compliance Data residency as a contract term, the PDPA processor role, and the documents we send on request. Read on
- Casework Engagements told the way we report them — what we ran, and the figures with their bases stated. Read on
Still checking us out?
Ask for whatever your evaluation needs — the documents, a reference call, or a straight answer about whether we are the right size for your volumes.
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.