Call Center Telephony Infrastructure Systems
Five9 deploys a carrier-grade, high-availability telephony infrastructure and voice network of connected carriers.
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 centers in other geographic locations, making the platform highly available and geographically diverse.
The telephony carrier environment utilizes 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.
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.
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.