Hostcomm

Hostcomm, a British contact centre platform with integrated AI

Hostcomm is a United Kingdom company that has been operating since 2004 and offers a unified cloud communications platform for contact centres. Its proposition combines three product families — AI voice agents, cloud contact centre software and remote visual assistance — on a single infrastructure hosted in AWS London (eu-west-2), with UK GDPR compliance and PCI DSS Level 1 certification.

The company presents itself as a reference provider for regulated UK organisations and states that it has more than 500 client organisations, including BT, HMRC, Scottish Power, HomeServe and Kantar. Its technical support team works from the United Kingdom.

AI voice agents: Persona

Hostcomm's AI voice agent product, called Persona, handles inbound and outbound calls automatically, 24 hours a day and in more than 30 languages. The platform allows you to choose between a UK-sovereign mode, aimed at strict data protection requirements, and a high-fidelity mode that prioritises voice naturalness.

The voice agents integrate with the rest of the platform: when a call requires human intervention, the transfer is performed as a warm transfer, maintaining context and the interface. There are also chat agents with handoff to voice.

Cloud contact centre software

Hostcomm offers a multi-channel contact centre with predictive dialler, intelligent routing, queue management, WebRTC client and SIP trunks. The company states that its predictive dialler can increase outbound campaign productivity by up to 300% and that the platform is backed by a direct interconnect with BT Wholesale.

The system includes queue management to absorb traffic peaks and call recording in line with Ofcom requirements. Cloud telephony and high-performance SIP trunks complete this product family.

Remote visual assistance

Remote visual assistance allows the agent to see what the customer sees through the camera of any smartphone, without the need to download an app. According to the company, this tool reduces on-site technical visits by up to 70%, improves first-time fix rates and reduces travel and associated emissions.

Secure payments and regulatory compliance

The platform includes a PCI DSS-compliant payment IVR system, available 24/7 and customisable, which prevents card data from passing through the language model. It also offers agent-assisted payments within the contact centre.

Hostcomm states that it has been PCI DSS Level 1 certified for five years, is registered with the ICO as a controller and processor, and is listed as a Crown Commercial approved provider. It is also included in the G-Cloud 14 framework of the UK Government Digital Marketplace.

Infrastructure and single-vendor approach

The company insists on vendor consolidation: compared with technology stacks made up of several independent suppliers, Hostcomm integrates AI voice, contact centre, dialler, payment IVR and visual assistance into a single platform. According to the company, this translates into a single data processing agreement, a single contract and a single point of contact for incidents.

The platform relies on a telephony layer built since 2004, with direct interconnect with BT Wholesale, UK numbers on demand, high-performance SIP trunks and native voice, video and chat over WebRTC. The security and compliance layer was developed from 2016, and the AI agents layer in 2024.

Results cited by the company

Hostcomm attributes measurable savings to its clients. A survey team in the energy installations sector reports annual savings of £200,000 by replacing around one hundred monthly visits with remote visual surveys. An operations manager in property services expects to reach £100,000 in annual savings with remote assessment of maintenance incidents. Another client in energy management estimates £70,000 in accumulated savings for its own clients thanks to identifying consumption reduction opportunities.

Customer profile and support

The company targets enterprise and UK public sector buyers that require UK data residency, GDPR compliance and payment security. Technical support is provided from the United Kingdom and the company publishes informative content on data sovereignty, AI voice agents and vendor comparisons.