Five9 Fusion for Salesforce Unveils Powerful AI-Powered CX Integration
Five9, the provider of the Intelligent CX Platform, has launched Five9 Fusion for Salesforce, a robust integration that combines Five9’s real-time system of action with Salesforce Service Cloud Voice and its #1 AI CRM. This new offering includes a product and services bundle designed to help businesses get started quickly while delivering hyper-personalized customer experiences and smarter business outcomes.
This launch deepens the long-standing collaboration between Five9 and Salesforce. With Five9 Fusion for Salesforce, organizations can create seamless, AI-enhanced customer experiences and lay the groundwork for upcoming innovations like Bring Your Own Channel (BYOC) and integration with Salesforce Agentforce, the digital labor platform that leverages trusted autonomous agents. These tools provide more flexibility and control as companies evolve their contact center strategies.
“Our expanded partnership with Salesforce represents a powerful combination of two industry leaders committed to transforming customer experience,” said Jake Butterbaugh, SVP, Global Partner Organization at Five9. “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.”
Key Features of Five9 Fusion for Salesforce
- Five9 Voice: Integrates directly with Service Cloud Voice to embed call metadata and recordings into customer records, offering a holistic view of every interaction.
- AI Agents: Delivers seamless hand-offs between AI and human agents by passing detailed call summaries, ensuring customers never repeat themselves.
- Five9 TranscriptStream: Provides real-time transcription of voice calls, streaming live data into Salesforce to power Einstein for Service features such as Next Best Actions and Reply Recommendations.
- Intelligent Voice Routing: Uses Five9’s real-time system of action to instantly route interactions to the most suitable AI or human agent, enhancing speed and personalization of service.
Nick Johnston, SVP of Strategic Partnerships and Business Development at Salesforce, emphasized the value of this integration: “Salesforce’s leading partner ecosystem is at the forefront of the AI enterprise, where humans and AI work together to drive customer success. 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.”
With a partnership spanning over 15 years, Five9 and Salesforce have served over 1,000 joint customers and supported more than 160,000 service representatives. As of 2025, Five9 has doubled its adoption of Bring Your Own Telephony (BYOT), reflecting growing enterprise demand for scalable contact center solutions that natively activate Salesforce Einstein for Service capabilities within Salesforce itself.