Intercom launches local data hosting capabilities in Australia

Intercom, the Engagement OS transforming customer communication, has launched local data hosting in Australia to give businesses the ability to process customer data locally and according to Australian Privacy Principles (APP). 

Headquartered in San Francisco, Intercom has expanded its presence in Australia since 2019. The Sydney office now consists of more than 30 customer-facing staff with Atlassian, Appliances Online and Sidekicker as customers. As the company looks to further expand its APAC footprint to meet growing customer demand, local data hosting will also provide a faster Intercom experience for customers. 

Karen Peacock, Intercom’s CEO, said that by providing data hosting in Australia, Intercom was making sure their clients could get the most out of the platform while remaining compliant with Australian regulation. 

"We have many customers in Australia and know that regional data hosting is something that many companies are now seeking," said Peacock.

Darragh Curran, Intercom's Chief Technology Officer, echoes this, saying, "We have very intentionally invested in a strong security and compliance posture, so companies all over the world and of all sizes can use the Intercom platform with confidence.”

"We ensure our customers' more important data is hosted within a desired jurisdiction, so they can concentrate on what's most important to them—growing their business and building relationships with their customers through Intercom,” Curran said. 

The launch follows the announcement of Intercom’s European Data Hosting last year. The company now provides customers a global data residency offering that meets growing requirements for data processing across geographies. Intercom is also continuing to invest in its platform to meet the needs of growing businesses and enterprises, with world-class privacy and security compliance and industry certifications including HIPAA and SOC 2. 

“We first launched our European data hosting offering in November 2021 and the demand has been phenomenal, particularly with customers who have regulatory or compliance requirements to host data in the European Union.

“It was the biggest infrastructure project our engineering team had taken on, but gave us the necessary blueprint to continue to expand our data hosting to other regions and provide customers with the same security and speed benefits.”

Intercom, which was founded in 2011 by four Irishmen, has more than 900 employees across its Sydney, San Francisco, Chicago, Dublin and London offices. Over 25,000 global customers use Intercom’s Engagement OS to drive ongoing customer engagement and business growth at scale.

“The Intercom platform enables interactions with millions of monthly active end users, so customer trust is extremely important to us. This is why we’re committed to strong security and compliance measures, including multi-region data hosting and industry certifications such as SOC 2 and HIPAA, to name just a few,” Curran said. 

“We’ve helped thousands of businesses around the world connect with their customers via our platform that has world-class security and privacy compliance built in. We’re proud to be making this investment in Australia, which will meet the needs of growing businesses, from startups to large enterprises.”

About Intercom

Intercom, the Engagement OS, enables businesses to build stronger customer relationships that drive growth and scale. With its all-in-one customer communications platform, Intercom offers next-generation solutions for sales, marketing and support teams to work together to convert prospects into paying customers, engage customers throughout their journey and provide world-class support.

Intercom is redefining the customer journey and unifying business silos to deliver ongoing, personalised engagement through in-context communications. More than 25,000 global organisations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver unparalleled user experiences at any scale. Intercom’s platform is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users.

Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.