Five9 and Google Cloud Launch Joint CX AI

Five9 has expanded its partnership with Google Cloud and introduced a joint Enterprise CX AI solution.

The new offering combines the Five9 AI-Infused Intelligent CX Platform with Google Cloud’s Gemini Enterprise for Customer Experience (GECX), alongside Google’s Gemini models and the Vertex AI platform.

Together, the technologies bring contact centre workflows, customer data, and AI tools into a single environment to support more consistent and connected customer interactions.

Mike Burkland, Chairman and CEO, Five9, said, “By combining Five9’s market-leading, AI-driven platform with Google Cloud’s leadership in AI and data innovation, we’re making it easier than ever for businesses to deliver smarter, more personalized customer experiences.”

The integrated platform is designed to give agents, supervisors, and administrators a unified view of customer interactions, analytics, and AI assistance.

Kevin Ichhpurani, President, Global Ecosystem and Channels at Google Cloud, said, “By utilizing Gemini Enterprise for Customer Experience and Google’s Gemini models, with Five9’s unique intelligent CX platforms, Five9 is providing a unified, AI led CX platform that can improve customer experiences and move the intelligent contact centre industry forward.”

The partnership also includes a joint go-to-market approach targeting sectors such as retail, financial services, and healthcare.

Five9 will be available through the Google Cloud Marketplace, allowing customers to procure the solution using their existing Google Cloud agreements and billing arrangements.

Alongside the customer-facing solution, Five9 is also moving parts of its internal enterprise workloads to Google Cloud.

The company is using Gemini Enterprise to support functions including sales, legal, customer success, and business operations, as part of a wider effort to apply AI across its own organisation.

Author: Hannah Swankie

Reviewed by: Robyn Coppell