Hostcomm Omnichannel Customer Engagement Contact Centre Platform
We provide clients with the ability to communicate with their service users over their choice of channel. Our omnichannel solution includes an AI natural language chat bot, virtual outbound voice bot, predictive dialler, live messaging, PCI-DSS payment IVR, hosted telephony, natural language IVR, reporting and analytics, voice recording and analytics.
- Predictive, Progressive, Preview dialler.
- Full inbound ACD & Queues with blended campaign capabilities.
- Multi-site, searchable call recording PCI DSS redaction & analysis.
- PCI-DSS Compliant payment IVR and platform.
- Omnichannel communication includes messaging, email, voice and SMS.
- Analytics, reports, workflows and automation tools.
- Natural language chatbot with both voice and messaging interaction.
- Scalable, modularised, customisable cloud platform.
- Natural language IVR using AI speech recognition.
- CRM integration with API for workflow automation.
- Maximise outbound agent productivity and talk-time.
- Optimise call volumes between your inbound and outbound teams.
- Call recording improves staff training and ensures legislation compliance.
- Descope from PCI-DSS commitments and better protect data.
- Let your customers communicate over their favourite channel.
- Optimally manage users to better address their enquiry.
- Engage customers 24/7, reduce costs and unify brand messaging.
- Select and pay for only the features your business needs.
- AI IVR gives users quicker and more sophisticated answers.
- Reduce admin and operational cost through automation.
£12.00 to £35.00 per user per month
- Education pricing available
- Free trial available
0203 326 8143
|Software add-on or extension||No|
|Cloud deployment model||
|Service constraints||Planned maintenance for upgrades and system reboots.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Our average response time to a question is 17 minutes during week days. Over the weekend the average response time is 60 minutes.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AAA|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||
Hostcomm uses Microsoft's Access Insights for Chrome & Edge testing. It also uses Google Cloud Speech (TTS & STT) to convert chat dialogues into audible speech using a standard browser for people with hearing disabilities. Demonstrations of this are available.
Accessibility Insights for Web is an extension for Chrome and Microsoft Edge Insider that helps developers find and fix accessibility issues in web apps and sites.
|Onsite support||Yes, at extra cost|
Severity 1 (Critical Service Incident) - Within 15 mins
Severity 2 (Critical Service Incident) - Within 30 mins
Severity 3 (Non-Critical Service Incident) - Within 1hr
Severity 4 (Minor Support Request)
Our service includes unlimited telephone technical support and access to our automated ticketing system. You will receive an average response time of 17 minutes to a ticketed question and will wait an average of 2 mins for a technical support call. You will have a dedicated account manager and technical engineer.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Training is provided at our training centre in Leicester, through online training classes and onsite as well. Full documentation including quick start guides and manuals are also made available. We also provide online chatbots to answer questions 24X7.|
|End-of-contract data extraction||They can download their data via VPN / TLS 1.2 or Hostcomm can provide their data via a USB drive and secure courier.|
|End-of-contract process||The client is using a cloud service so termination is very easy, there is no need for a site visit. Data retrieval is the main issue, hostcomm charges if the client wants a USB drive with their call recordings and database backup.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Just the layout which adjusts automatically.|
|Description of service interface||The administration and agent service interfaces can be used with any browser without the need to download an application or module.|
|Accessibility standards||WCAG 2.1 AAA|
|Accessibility testing||The system incorporates a chatbot for self service provision which can convert speech to text and text to speech. This means a user of the chatbot can hear the chatbot and speak to it without needing to see it. Even basic live chat text can be converted to speech using a Chrome browser. The live chat and chatbot interface has been tested for enlargement of text through Chrome and Firefox.|
|What users can and can't do using the API||
The web API can be used to control functionality on the contact centre with a simple https web request to pass parameters to the API script.
Further information is available upon request.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||Administrators can change the colours and logo of the admin and agent interfaces. We can also provide a more advanced customisation of the web interface if required.|
|Independence of resources||Users will have a dedicated server or will be allocated dedicated VPS resource.|
|Service usage metrics||Yes|
|Metrics types||There are hundreds of reports which cover metrics such as agent performance, server loading, user access, admin change log, SLAs, client wait times, KPI achievements. These reports are customisable.|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Other|
|Other data at rest protection approach||Hostcomm follows PCI DSS process, data encryption, access control, firewalls, permission based logins.|
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||Data can be exported via a .csv file or MySQL export which can be scheduled to run each day. The service also includes a secure call recording export tool and GDPR data removal facility.|
|Data export formats||
|Other data export formats||Mysql|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Service Availability Guarantees 99.99%.
If in any one (1) month Hostcomm does not meet its service availability guarantees, the Customer will be entitled to receive credit. Further details available on request.
|Approach to resilience||Server components use SSD drives in RAID, servers are clustered and can run a hot standby in a second data centre.|
|Outage reporting||Email alerts and via a portal announcement service.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Firewall filtering on IP address|
|Access restrictions in management interfaces and support channels||Firewall filtering on IP address, VPN, Strong passwords, 2FA|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Description of management access authentication||Firewall filtering on IP address, VPN, Strong passwords, 2FA, TLS 1.2|
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||User-defined|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Alcumus ISOQAR|
|ISO/IEC 27001 accreditation date||01/03/2019|
|What the ISO/IEC 27001 doesn’t cover||Our data centre provider, iomart Group PLC, is certified.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||3B Data Security|
|PCI DSS accreditation date||24/04/2019|
|What the PCI DSS doesn’t cover||Service Provider Level 1 is what is covered.|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||Other|
|Other security governance standards||PCI DSS|
|Information security policies and processes||PCI DSS|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||Hostcomm uses a web based change management system which is part of our helpdesk system (FreshService) Change control applications are forced for PCI DSS cases and reason, risk, impact, rollback plan are all assessed and logged. There is an approval board which has to sign off changes based on the request. Changes to software applications are approved by a second developer.Lifetime tracking is achieved through a combination of the helpdesk system and GitHub.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Hostcomm performs vulnerability scanning every 3 months in line with PCI DSS compliance. The scanning software is updated with new threats by the vendor. Updates and patches are implemented overnight if critical or as soon as is reasonable if medium or low categories.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Hostcomm uses an Intrusion Detection System which identifies compromises using "agents" deployed on all network assets. When one is found an alert is posted on the technical support dashboard and an email is sent to the Technical Support Manager and Security Officer and a incident ticket is raised. The client is informed immediately if applicable, Hostcomm then follows PCI DSS procedure for remedial actions.|
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
Incidents are logged using our helpdesk ticketing system.
Benchmark internally for response times.
Phone or e-mail, within system itself via virtual alert.
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£12.00 to £35.00 per user per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||Full access to standard features for a one month trial.|