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Network Infrastructure

Call Center Telephony Infrastructure Systems

Five9 deploys a carrier-grade, high-availability telephony infrastructure and voice network of connected carriers.

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Session Border Controller

The Five9 telephony layer utilises a best-of-breed telephony switching, routing and security platform known as a Session Border Controller (SBC) for voice over IP calling traffic, as well as a multiple interexchange carrier routing protocol that utilises over a dozen Tier 1 domestic and global telephony providers to route telephone calls to destinations all over the world. The routing platform is a high-availability topology which has full redundancy capabilities within the same geographic location, as well as automatic failover to devices in other Five9 data centres in multiple geographic locations, making the platform reliable and geographically diverse.

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Responsible Toll-free Provider

Five9 is a toll-free provider and a Responsible Organization (RespOrg) within the Service Management System (SMS), the governing body controlling toll-free 8XX numbers in North America. Having this designation allows us to obtain toll-free numbers for customers (random or vanity), port numbers from other carriers, and control routing of toll-free numbers without intervention from another provider. This means Five9 can make changes, on the fly if necessary, to customers’ 8XX numbers to move between inbound carriers or change the destination of those numbers quickly.

Geographically Diverse

The switching and routing platform is a high-availability topology which has full redundancy capabilities within the same geographic location, as well as automatic failover to devices in other Five9 data centres in other geographic locations, making the platform highly available and geographically diverse.

Automatic Distribution

The telephony carrier environment utilises multiple carrier choices for each inbound calling location or termination destination with advanced routing capabilities. This allows for automatic distribution of calls to carriers such that if one or many carriers are having network impairments, calls will automatically route to other, non-impacted providers offering the best quality calling platform in the industry.

24/7 Monitoring

The telephony platform is monitored at all times by the always-on Five9 Network Operations Center (NOC), which has locations in the US and Eurasia and is staffed by dedicated Five9 employees. Having trained technicians watching the environment is critical to deliver a 24x7xforever environment to successfully maintain and grow customers’ contact center businesses.

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IP Network

The Five9 IP Network Infrastructure is built to support the most stringent requirements in terms of robustness and security. Many of our customers must comply with data protection laws, regulations and industry standards in various jurisdictions throughout the world. As such, the Five9 platform offers world-class security features and resiliency.

The Five9 IP topology consists of redundant Layer 3 switches, routers and firewalls, as well as intrusion detection and protection systems used by many of the top security experts worldwide. All hardware is redundant with load sharing front-end and back-end switches, routers and firewalls.

Additionally, all connections to the Internet are route diverse with Tier 1 providers.

Five9 IP Network Infrastructure Components

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Infrastructure

The Five9 IT infrastructure solution provides our customers with fast, reliable, and secure access to their respective call centre applications. Five9 supports a variety of connectivity options that our customers are able to leverage. A list of the more commonly used connections includes:

  • Internet
  • Point to Point – Dedicated Connection
  • Multi-Protocol Label Switching (MPLS)
  • Virtual Private Network (VPN)
  • Agent Connect Managed Solutions
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Connectivity Assessment

Five9 delivers high performance that you can count on. Our Network Infrastructure Evaluation and Planning Service offers:

  • Comprehensive network/system security assessments
  • Network analysis, planning and design
  • System testing and implementation
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Reliability

At Five9, we are committed to the pursuit of achieving five nines, with the highest reliability and availability by offering our customers:

  • Geographic redundant data centre solutions
  • Top-tier redundant data circuits
  • A host of industry leading data providers
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Security

Five9’s holistic approach to security ensures multiple layers of security are present to detect and mitigate real or potential threats throughout the Open System Interconnection (OSI) stack utilising:

  • Web application and next-generation firewalls
  • Intrusion prevention and detection systems
  • Periodic vulnerability scanning internally and externally
  • Routine firmware updates and testing to minimise vulnerabilities
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Emergency Call Services (E911)

Five9 supports direct dialing of 911 for all US domains in support of Kari's Law and the Ray Baum’s Act. The service will validate the location of the caller and use the required location information to route the call to the public safety answering point (PSAP) for the agent’s documented location.

  • Service is Compliant with Kari’s Law and the RAY BAUM’s Act
  • Provides 9-1-1 call notification via SMS and email
  • Routes the 9-1-1 call to the Public Safety Answering Point (PSAP – dispatch centre) for the agent’s documented location