Five9 has launched a new product and services bundle designed to streamline how businesses use its contact centre technology with Salesforce’s customer service tools, marking a deeper phase in the companies’ long-running partnership
Unveiled this week, Five9 Fusion for Salesforce combines Five9’s voice and AI capabilities with Salesforce Service Cloud Voice and Einstein AI. The aim is to reduce the complexity of setting up integrated systems, while offering a more seamless experience for customer service teams and their customers.
Jake Butterbaugh, SVP, global partner organisation at Five9, said: “With Five9 Fusion for Salesforce, we’re delivering a deeply integrated, AI-elevated solution that helps organisations hyper-personalise every customer interaction, empowering human and AI agents to work more efficiently, and drive meaningful business outcomes.”
The bundle includes features like real-time voice transcription, AI-powered call summaries, and automatic routing of customer interactions to either human or AI agents. Data from calls, including transcripts and metadata, is fed directly into Salesforce, giving agents a fuller view of each interaction and enabling tools like reply recommendations and next-best-action prompts.
Five9 says the new integration is built on years of co-development with Salesforce and will serve as a foundation for future capabilities, including support for Agentforce—Salesforce’s digital labour platform—and Bring Your Own Channel (BYOC) options that allow companies to use their preferred communication tools.
Five9 reports it has more than 1,000 shared customers with Salesforce and has seen a sharp rise in Bring Your Own Telephony (BYOT) adoption in 2025.
While the companies haven’t disclosed pricing for the new bundle, the offering appears aimed at accelerating deployment for joint customers and expanding Five9’s reach inside the Salesforce ecosystem.