Five9 & Salesforce Launch Fusion: AI-Powered Customer Experience for 2025

Five9 has partnered with Salesforce for over 15 years, supporting over 1,000 shared customers and 160,000 service representatives. Our companies share the mission to transform the customer and agent experience through innovative AI-powered technology and data-driven solutions, and our recent announcement in April to deepen our long-standing partnership with the launch of Five9 Fusion for Salesforce is a clear reflection of that commitment. 

Five9 Fusion for Salesforce combines Five9’s real-time system of action with Salesforce’s leading AI CRM to create a fully integrated, AI-elevated solution for customer experience. By combining deep integration with Salesforce and the advanced capabilities of our Five9 platform – including Five9 Voice, AI agents, Five9 TranscriptStream and Intelligent Voice Routing – the enhanced integration enables our joint customers to deliver more seamless and impactful customer experiences, hyper-personalized self-service, and achieve smarter results with a future-ready foundation to drive meaningful business outcomes.

Our companies joined forces to meet the growing demand for AI-driven solutions that enhance engagement throughout every stage of the customer lifecycle and empower businesses with greater flexibility and control as they evolve their contact center strategies in the AI era. The launch of Five9 Fusion for Salesforce represents a significant milestone in our journey together. It lays a strong foundation for bold innovation and the next generation of customer experience, and I’m excited for what’s to come.

The bar for the customer experience has never been higher. Today’s consumers demand instant, personalized support across every channel, and they won’t settle for less. In fact, Five9’s 2025 Business Leaders Customer Experience Report revealed that 40% of consumers will stop doing business with a company after just one bad experience. 

In today’s experience economy, meeting consumer expectations requires a merging of cloud-based contact centers and customer relationship management, and no one brings these worlds together more effectively than Five9 and Salesforce. 

Our partnership brings together customer data, knowledge and real-time conversation transcripts to ground AI and help make contact center agents more productive and effective. At the end of the day, what separates good customer experiences from exceptional ones is how effectively businesses can harness the power of AI while keeping the human connection front and center, and our integration with Salesforce is the catalyst that makes it possible.   

Five9 research has shown that 72% of consumers are open to AI-powered interactions, as long as they can seamlessly escalate to a human when needed. Many recognize the value of AI in delivering fast, accurate answers – and ultimately, results. Yet, skepticism remains. While 43% of people trust AI agents and chatbots to provide accurate information, 30% still lack confidence in the technology. 

For CX leaders, AI is no longer a nice-to-have. It’s a necessity. However, getting it wrong can have serious consequences. That’s why it's essential to rely on trusted vendors and solutions that prioritize accuracy and are designed with the customer in mind. 

Whether its AI agents enabling smarter self-service or generating instant call summaries, so customers never have to repeat themselves, we at Five9 and Salesforce are dedicated to setting a new standard for trusted, AI-powered customer experiences.

With Five9 Fusion for Salesforce and its AI-powered integrations, businesses can deliver seamless, personalized experiences at scale, reduce time to value and increase customer satisfaction. By embedding AI throughout the entire customer journey, from first touchpoint to every interaction along the way, and capturing data to continuously guide and improve the technology, organizations can gain a powerful advantage with AI. 

Contact center agents today are being asked to do more with less. More than 8 in 10 business decision makers say customer interaction volume is surging, and with rising volumes comes greater pressure on agents. But it’s not just about handling more calls. Ninety-three percent of leaders say the nature of agent work has become more emotional and complex. That’s where tools like AI agents, real-time call transcription and intelligent voice routing need to step in, helping customer service agents navigate the growing demands of their job with speed, empathy and intelligence.

Five9 Voice, Five9 Transcription and Intelligent Routing work in harmony to empower agents to focus on what truly matters: delivering exceptional service. With Five9 Voice, call metadata and recordings are directly logged into the customer record, providing agents with a complete view of every interaction and equipping them with the historical context needed to succeed. Five9 TranscriptStream enables real-time voice call transcription and streams live data into Salesforce, empowering agents with an accurate summary of the call and guiding them toward the next best action. And then we have Intelligent Voice Routing, which instantly directs each inquiry to the most qualified agent. Together, these tools streamline operations for agents, reduce manual efforts and free them to do what they do best – build meaningful connections with customers on the other end of the line.

Businesses today can’t succeed without really knowing their customers. According to Five9 research, 87% of customers surveyed said they value brands that recognize them and understand their history. People expect personalized experiences that reflect their preferences, past interactions and needs. That is why it is important for businesses to make use of call metadata and transcripts. They provide the context and records needed to deliver a seamless, consistent and tailored customer journey. 

By capturing insights like customer interaction history and channel preferences with transcriptions and embedding that data into CRMs, businesses can ensure that both AI systems and agents can do their best work. For example, AI tools can surface the next best action for agents based on a past interaction with a customer, helping speed up the process end-to-end and eliminate common frustrations for customers, like having to repeat themselves over and over.

Today’s customers aren’t just judging a brand by its products or offerings. They are evaluating the entire customer experience. The speed, accuracy and empathy of every interaction matters more than ever before.

In the race to deliver next-generation customer experiences, AI and data are the ultimate competitive edge. Businesses that want to win in today’s experience economy will be the ones that effectively harness real-time data insights and intelligent automation. AI enables businesses to anticipate customer needs, guide agent-customer communications and set a new standard for speed, personalization and efficiency, while data ensures every interaction is grounded in context. In a market where every touchpoint matters, the ability to blend technology, data and human connection is what will define the winners