Hostcomm Limited

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.

Features

  • 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.

Benefits

  • 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.

Pricing

£12.00 to £35.00 per user per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 6 7 0 9 0 6 6 9 4 5 6 0 9 7

Contact

Hostcomm Limited

Chris Key

0203 326 8143

chris.key@hostcomm.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
Planned maintenance for upgrades and system reboots.
System requirements
  • User PC with Windows, 2 CPUs, 2GB RAM
  • Headphones
  • Softphone or SIP handset
  • Suitable router

User support

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
Yes
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
Support levels
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.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
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
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Just the layout which adjusts automatically.
Service interface
Yes
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.
API
Yes
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
Yes
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
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.

Scaling

Independence of resources
Users will have a dedicated server or will be allocated dedicated VPS resource.

Analytics

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.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Asset protection

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
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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
  • CSV
  • Other
Other data export formats
Mysql
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
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
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other
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
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
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
PCI certification
Yes
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

Security governance

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

Operational security

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.

Secure development

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

Pricing

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.

Service documents

Return to top ↑