The regional customer experience landscape in Southeast Asia is undergoing a significant shift as major digital platforms seek to streamline their operations across highly fragmented markets. In a notable expansion of its regional footprint, Singapore-headquartered customer experience platform Toku Ltd. has extended its partnership with foodpanda. Under this expanded agreement, the foodpanda platform is deploying the Toku Contact Centre to support its customer operations in Cambodia and Laos.

This deployment, which has been in production since 8 September 2026, represents a deepening of the relationship between the two companies. The platform supports a dedicated team of agents managed by foodpanda's agency, handling both inbound and outbound communication channels to ensure seamless service delivery in these emerging markets.

Regional Expansion in Southeast Asia

Extending the foodpanda Partnership

Operating on-demand delivery services in Southeast Asia presents unique operational challenges, particularly regarding localized customer support, connectivity, and language requirements. The decision by foodpanda to deploy Toku's platform in Cambodia and Laos builds directly upon an established operational relationship in other regional markets. This expansion indicates a strong confidence in the platform's capacity to perform reliably within complex, fast-moving environments where standard connectivity cannot always be guaranteed.

According to Thomas Laboulle, Founder and Chief Executive Officer of Toku, the expansion reflects the platform's ability to handle demanding customer operations. Laboulle noted that every expansion trusted to the company is earned, emphasizing that foodpanda runs one of the most demanding customer operations in the region. He stated that the decision to take the partnership into new markets demonstrates that the platform performs effectively where operational complexity is the norm.

Operational Consolidation and Platform Consistency

Streamlining Voice Operations

For multi-market operators like foodpanda, managing disparate customer support systems across different countries often leads to fragmented data and inconsistent customer experiences. By running customer support in Cambodia and Laos on the same Toku platform utilized in its other markets, foodpanda establishes a unified operational framework.

This consolidation offers several distinct advantages:

  • Consistent reporting and performance metrics across all active deployments, allowing the company to compare results directly.
  • A reduction in the number of external voice-technology relationships that foodpanda must manage, simplifying vendor management.
  • A more uniform experience for both customer service agents and end-users.
  • End-to-end handling of inbound and outbound calling through a single, integrated platform.

Ye Myint Aung, Head of Country Marketplace Experience (CLM Cluster) at foodpanda, highlighted the critical nature of operational reliability. Aung stated that reliability and speed are non-negotiable for the customers who rely on the delivery platform daily. He added that Toku's platform had successfully met those standards in other markets, making the decision to deploy it in Cambodia and Laos a straightforward choice.

Technical Architecture and AI Capabilities

End-to-End Stack Ownership

Toku's customer experience platform is designed as a modular system built on complete ownership of the underlying technology stack. This ownership spans from carrier-grade connectivity up to advanced artificial intelligence applications. This vertical integration allows the company to deliver enterprise-grade security, reliability, and deployment flexibility.

The platform is engineered to operate across diverse infrastructure environments, including:

  • Commercial cloud environments
  • Private data centres
  • Hybrid cloud configurations

This flexibility is paired with a suite of built-in AI capabilities designed to optimize agent workflows and extract insights from customer interactions. These capabilities include:

  • Real-time transcription of customer calls
  • Automated conversation summarisation
  • Sentiment analysis to gauge customer satisfaction
  • Advanced conversation analytics for operational insights
  • Governed virtual agents designed to integrate with enterprise systems and customer data

By leveraging these tools, enterprise clients can manage regulatory, linguistic, and infrastructure complexities across highly fragmented markets.

Market Context and Listing Background

As a cloud-native, AI-powered customer experience platform, Toku has focused its strategy on addressing the specific challenges of the Asia-Pacific region while building an expanding global footprint. The company's modular 360° CX Platform is designed to orchestrate customer interactions across multiple channels, including voice, chat, email, and digital channels, providing a unified solution for enterprises operating in complex multi-market environments.