Five9 and Salesforce Launch Unified CX Platform

Five9 has introduced Five9 Fusion for Salesforce, a new integration that brings together its customer experience platform with Salesforce’s AI-powered CRM.

Jake Butterbaugh, SVP, Global Partner Organization at Five9, said, “Our expanded partnership with Salesforce represents a powerful combination of two industry leaders committed to transforming customer experience.

With Five9 Fusion for Salesforce, we’re delivering a deeply integrated, AI-elevated solution that helps organizations hyper-personalize every customer interaction, empowering human and AI agents to work more efficiently, and drive meaningful business outcomes.”

The solution is designed to help organizations enhance service delivery through real-time insights, AI-driven automation, and a streamlined agent experience.

Built through close collaboration between the two companies, the offering supports features like direct voice integration, intelligent call routing, and real-time transcription.

These capabilities aim to simplify workflows, improve personalization, and provide a cohesive view of customer interactions.

The launch also sets the stage for future enhancements, including support for additional communication channels and integration with Salesforce’s Agentforce platform, offering businesses greater flexibility as they adapt their contact centre strategies in an AI-driven landscape.

Nick Johnston, SVP of Strategic Partnerships and Business Development at Salesforce, said, “Five9 Fusion for Salesforce and its AI-powered integrations will allow organizations to personalize experiences at scale, reduce time to value, and drive increased customer satisfaction.”

Author: Hannah Swankie

Reviewed by: Rachael Trickey