Five9 records the calls. The retention obligation is yours. Point Five9’s built-in FTP/SFTP transfer at Files.com and every recording lands in an archive you own: held for the years regulators require, searchable by the people who answer for it.
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A contact center produces two things: outcomes and recordings. The recordings carry the compliance weight. CMS requires Medicare marketing and sales calls kept for six years and enrollment records for ten, and insurance and finance obligations run as long. Yet by default the recordings live on the telephony platform that created them, behind retention windows measured in days and retrieval built for engineers.
Files.com is the archive the recordings actually belong in. Five9’s own transfer settings push each call to the archive in near-real-time, retention policies hold it for exactly the obligation, Automations file it where compliance can find it, and the audit log records every playback. Your own cloud storage can sit underneath if that’s where the bytes belong.
The archive works the same way for every contact-center platform: call recordings archived in storage you control, retained per folder and played from a browser by the people who answer for them.
Recordings archived as they happen, histories moved at their real size, and compliance pulls self-served.
Five9 uploads each recording to the FTP/SFTP destination configured in VCC Administrator, in near-real-time. Point that setting at Files.com and every call lands in an archive you own the moment it’s saved, not on the telephony platform that created it.
Regulators measure retention in years. Platform storage measures it in days. Retention policies on the archive hold every recording exactly as long as the obligation runs, every folder on its own clock.
The archive earns its keep the day a complaint or audit arrives. The person fielding the request signs in, searches by folder structure and date, and pulls the call with no engineer in the loop. The access itself lands in the audit log.
The back catalog matters as much as tomorrow’s calls, and recording histories run to tens of terabytes. Files.com moves the archive at that scale and then keeps receiving everything the platform produces, so the history and the feed live in one place.
Where the archive belongs in your own cloud, mounts and syncs carry each arriving recording into your S3, Azure, or Wasabi bucket, with Files.com as the governed access layer over storage you already pay for.
Five9 pushes scheduled reports to the same FTP/SFTP destination. Automations route them to the analysts and systems that consume them, and monitoring alerts when an expected report doesn’t arrive.
The difference between owning the recordings and renting space for them is the destination they land in.
Five9’s transfer settings want a hostname, a credential (password, or username and SSH key), and a directory. Files.com answers all three as permanent, managed properties, with static IPs where network policy allowlists.
Files left on Five9-hosted SFTP are deleted periodically. The copy on Files.com is the durable one, governed by your retention policy rather than the platform’s cleanup job.
Automations file each arriving recording by date, campaign, or line of business, so the archive stays navigable at hundreds of thousands of recordings.
Recordings are sensitive by definition. Per-folder permissions give compliance and QA exactly the reach they need, and SSO carries the identity, so nobody touches the archive with more access than the job requires.
A bank-controlled endpoint outside the perimeter and outbound-only Agents gave each new counterparty a repeatable path to Liberty’s internal systems.
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A continuous SFTP feed, browser-based retrieval, and an API-driven second copy now support the company’s 7-to-10-year HIPAA retention obligation.
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“Files.com's strengths are simplicity, ease of use, and the cloud connectors. We don't have to invent custom infrastructure for every partner.”
“Files.com is versatile — it can manage many different situations from a single platform. We've consolidated multiple tools onto it.”
“Files.com is robust and scales to a large enterprise. We get multiple files per minute, per second — and we're a 24/7 organization, so everything has to always be up.”
What compliance and IT teams ask most when archiving contact-center recordings.
Five9 uploads recordings to the FTP or SFTP destination configured in VCC Administrator, in near-real-time as each recording is saved, authenticating by password or SSH key. Files.com is that destination as a service: a permanent endpoint receiving every call as it happens.
Contact-center platforms keep recordings for windows measured in days, and files on platform-hosted SFTP are deleted periodically. CMS requires Medicare marketing and sales calls kept for six years and enrollment records for ten, and financial-services obligations run as long. The archive has to be yours.
CMS requires Medicare marketing and sales calls retained for six years (audio for at least the first three) and enrollment records for ten, and insurance and financial-services rules commonly demand a decade. Files.com retention policies enforce whichever clock applies, per folder.
Yes. Recording histories of tens of terabytes move into Files.com as a one-time bulk transfer, and the same destination then receives everything the platform produces going forward. One archive holds the back catalog and the live feed.
A compliance request is answered self-served from Files.com: the person fielding it signs in through your SSO, browses the date-and-campaign folder structure or searches, and pulls the call. There’s no engineering ticket, and the access itself is recorded in the audit log.
Yes. Mounts and syncs carry recordings into your S3, Azure, or Wasabi bucket as they arrive, and Files.com stays the governed access and automation layer over storage you already own.
Yes. Five9 pushes scheduled reports over the same FTP/SFTP transfer settings. Automations route each report onward, and delivery monitoring alerts when an expected report is late.
Files.com delivery monitoring knows the feed’s cadence and alerts the day recordings stop arriving, not at the next audit. A retention obligation with a gap in it is a finding waiting to happen, and the alert lands while the gap is still one day wide.
Yes. Recordings are encrypted in transit and at rest, least-privilege access runs through your SSO, and every playback and download lands in the audit log. Where PHI rides in the calls, Files.com Enterprise includes a pre-approved HIPAA business associate agreement.
Files.com replaces recordings left stranded on the platform that created them: retention capped by a storage plan, retrieval gated on engineers, and no answer when the auditor asks for a call from four years ago. One owned archive, fed automatically, holds the whole obligation.
Every call archived as it happens, held for the years the obligation runs, and retrievable by the people who answer for it.
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