Call Center Best Practices For Security

Best Practices

Five9 implements security best practices and strongly recommends our customers also implement applicable practices to mitigate the risk of security breaches, network intrusion, and data loss.

A blue and white graphic of a man in a headset sitting at a laptop

Awareness Program

Implementing a formal security and privacy awareness program to ensure that all personnel understand applicable data protection laws, regulations, and industry standards, and are properly trained and knowledgeable about your security and privacy policies and procedures.

Firewalls & Prevention

Installing and maintaining appropriate firewalls and intrusion prevention systems to defend against intrusions into network, systems, and data.

Anti- Virus / Malware

Installing and regularly updating anti-virus / anti-malware software on servers, workstations, and mobile devices used in your operating environment to mitigate the risk of attacks.

Patching

Regularly patching your operating systems, databases, and applications including web browsers to mitigate the risk of vulnerabilities.

IP Ranges

Implementing trusted IP address ranges to restrict access to the Five9 Intelligent Cloud Contact Center. This will help mitigate the risk of unauthorized access from outside of pre-defined ranges.

Password Compliance

We require all of our passwords within the Five9 Product Suite to meet the minimum standards to the NIST SP 800-53 rev5 framework.

Login Attempts

Enforcing invalid login attempts to conform to applicable industry standards such as the Payment Card Industry Data Security Standard (PCI DSS).

Control Permissions

Controlling permissions to enable each user to conform to the principle of least privilege (i.e., minimum necessary).

De-provision Users

Promptly de-provisioning any terminated users and re-provisioning any users whose access or permissions requires changes.

Certified Caller (STIR/SHAKEN)

Ensuring trust in voice communication by authenticating and digitally signing US domestic outbound calls made using Five9 Telephony.

Accessibility

Five9 offer Accessible product features for our customers including:

Five9 consumer facing Chat interface is certified Accessible and is compliant with the WCAG 2.0 standard.
Agent, Supervisor, Administrative and Reporting web interfaces are developed to offer Accessibility and leverage the browser’s accessible features.
To provide feedback on Five9’s Accessibility features please create a case as defined HERE