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Call Center Security & Privacy Management Software | Five9


International Organization for Standardization (ISO 27001)

ISO 27001 is a certification for ensuring secure management of various organizational sites and centers. It involves renewal audits every three years and annual surveillance audits. The ISO/IEC 27000 series, a collaboration with the International Electrotechnical Commission (IEC), defines mechanisms to safeguard information assets.

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SOC 2 Type 2 Attestation in Accordance with AICPA Standard AT 101

Five9 has completed a SOC 2 Type 2 audit in accordance with American Institute of Certified Public Accountants (AIPCA) Standard AT 101 and AICPA Trust Services Principles and Criteria for Security, and Availability.

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Payment Card Industry Data Security Standard (PCI DSS)

Five9, as a Level 1 PCI DSS Service Provider, engages an Independent Qualified Security Auditor (QSA) to perform an annual assessment of Five9’s control environment covering all 12 PCI DSS requirements for the design, implementation, and continuous improvement of controls for safeguarding cardholder data and sensitive information.

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General Data Protection Regulation (GDPR)

The General Data Protection Regulation, better known as GDPR, is a European Union (EU) regulation focused on data protection and privacy for EU citizens which took effect May 25, 2018. Five9 is evolving and improving our Intelligent Cloud Contact Center service to offer features required for our customers to comply with the GDPR regulation

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Regional Privacy Compliance

The Five9 Intelligent Cloud Contact Center service also offers various features required for our customers which support compliance with regional privacy regulations including, but not limited to, CCPA/CPRA in California and PIPEDA in Canada. Five9 policies, procedures, and our product features support requirements associated with information security, breach management, content management, data visibility, individual data rights management, data residency, and records management.

Five9 partners with customers to understand a customer’s regional privacy requirements and delivers solutions that comply with regional regulations.

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Health Insurance Portability and Accountability Act (HIPAA)

Five9 has many customers in the healthcare sector including providers, hospitals, insurance companies, and business process outsourcers. As a Business Associate, Five9 has designed and implemented appropriate administrative, physical, and technical safeguards for protected health information.

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Cloud Security Office: Trustworthy Cloud Computing

The Five9 Cloud Security Office is responsible for securing our infrastructure, applications, and operations against security breaches and unforeseen events—even natural disasters.  Five9 is a proud member of the Cloud Security Alliance (CSA).

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Customer Proprietary Network Information (CPNI)

Five9 provides ongoing information security, regulatory compliance, and privacy training to all workforce members to ensure a common understanding of applicable data protection laws and regulations, as well as how to detect and report security issues to executive management.

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Ongoing Security and Privacy Training

Five9 provides ongoing information security, regulatory compliance, and privacy training to all workforce members to ensure a common understanding of applicable data protection laws and regulations, as well as how to detect and report security issues to executive management. Ongoing training is designed to promote a culture of compliance and reinforces the concept of data protection accountability at all levels of the company.

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How We Keep Your Data Secure

Cloud Security & Data Protection

  • Security Standards

    Five9 secures our cloud infrastructure by utilizing the standards and best practices established by ISO 27001/27002, COBIT, PCI DSS, NIST, and Cloud Security Alliance (CSA).

  • Secure Data Centers

    Our data centers are regularly audited under AICPA AT 101 or SSAE 18 standards demonstrating robust data protection controls such as two-factor building access (badge and biometrics), 24/7 on-site security, video monitoring, and more. We also use process safeguards to ensure that employee access is controlled appropriately.

  • Security Patch Management

    We update our systems based on our patch management policy and internal operating level agreements to ensure all systems have the very latest critical security and anti-virus patches.

  • Intrusion Detection and Prevention/Vulnerability Management

    Our real-time intrusion detection and prevention vulnerability detection systems run around the clock to immediately identify and respond to any threats.

Application Security

The Five9 Virtual Contact Center (VCC) is designed with security features that protect our customers‘ data in transit and at rest, and prevent unauthorized access to our customers‘ instances of the solution.

  • User Access

    User passwords are hashed, and password policies can be configured to include requirements for complexity, expiration periods, password history, and user lockouts based on our customers‘ security policies. User access can also be limited to whitelisted IP addresses.

  • Data at Rest

    Interactive Voice Response (IVR) features can be configured to require encryption and configured to not store sensitive data fields in logs or in the database. Additionally, customer data is partitioned within our multi-tenant infrastructure so that it cannot be viewed by another customer.

  • Data in Transit

    All voice and data transmissions between Five9 and your network can be secured using protocols such as HTTPS, Secure FTP(sFTP), and Secure RTP(sRTP) and a site to site VPN.

Business Continuity

In addition to the above security measures, Five9 provides capabilities that help our customers ensure continuity during natural disasters or other unforeseen events that can potentially disrupt operations of an entire region. Customers can opt for geographic redundancy, ensuring that their operations transition between our geographically-distributed data center within minutes after an event. Five9 also backs up customer data to another facility to ensure against data loss in the event of a natural disaster at our primary data center.

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Community of Cloud Security Experts

The Five9 Cloud Security Office is helping our industry drive towards more effective safeguards against data breaches and loss. Team members possess advanced degrees in computer science and related fields and receive continuing education and training on emerging threats and defenses. Our security, compliance, and privacy teams hold certifications from ISACA, (ISC)2, the Cloud Security Alliance, and the SANS Institute.