Five9, a leading provider of the Intelligent CX Platform, today announced the launch of Five9 Fusion for Salesforce a groundbreaking integration that combines Five9’s real-time system of action with Salesforce’s #1 AI CRM to deliver a unified, AI-elevated customer experience.

This next-generation solution empowers enterprises to orchestrate seamless, hyper-personalized customer interactions by tightly integrating contact center capabilities with Salesforce’s Einstein AI, paving the way for autonomous agent collaboration and advanced service personalization.

“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.

Features of Five9 Fusion for Salesforce

Unified Service Cloud Integration

• Full embedding of call metadata and recordings into Salesforce for a complete customer history view.

Seamless AI-Human Agent Collaboration

• AI agents handle self-service and pass summarized context directly to human agents—no more repeating information.

Five9 TranscriptStream

• Real-time voice transcription streamed directly into Salesforce, powering Einstein’s Next Best Action, Reply Recommendations, and Call Summaries.

Intelligent Voice Routing

• Smart routing uses real-time insights to match customers with the most effective human or AI agent, reducing wait times and improving personalization.

Built on 15+ Years of Collaboration

With over 1,000 shared customers and more than 160,000 service representatives supported, Five9 and Salesforce have a long-standing history of delivering joint innovation. The 2025 expansion reflects the growing demand for BYOT (Bring Your Own Telephony) and next-gen CX capabilities like:

• Bring Your Own Channel (BYOC) flexibility

• Integration with Salesforce Agentforce, a digital labor platform

• Native Einstein AI activation via Five9’s voice and data pipelines

“This powerful integration gives brands a competitive edge in delivering personalized experiences at scale,” said Nick Johnston, SVP of Strategic Partnerships, Salesforce. “Fusion for Salesforce brings the best of both ecosystems to enable smarter, faster, more satisfying service.”

Why It Matters

As customer expectations evolve, Five9 Fusion for Salesforce equips companies with a future-ready CX foundation that enhances:

• Speed to resolution

• Cross-channel consistency

• Agent productivity

• Customer satisfaction

• Long-term business outcomes

Availability

The Five9 Fusion for Salesforce bundle is available now, offering everything enterprises need to optimize their contact center strategy in the era of AI-driven service.