Five9 Deepens Salesforce Partnership to Advance AI-Powered Contact Centers
Five9 is strengthening its collaboration with Salesforce to help mutual customers streamline service environments and implement AI-powered agents that enhance customer interactions.
A Strategic Partnership in AI & Customer Service
The announcement comes as Five9 celebrates a 17% year-over-year (YoY) revenue growth, with Chairman & CEO Mike Burkland crediting the company’s expanding partner network for driving success.
While acknowledging partnerships with Microsoft, Google, ServiceNow, and Verint, Burkland highlighted Five9’s deepening relationship with Salesforce, emphasizing:
“Salesforce and Five9 share a vision where AI agents and human agents work together to elevate customer experiences.”
A key focus of this partnership is enhancing integration between Five9 and Agentforce, Salesforce’s platform for autonomous AI agents. This marks the first CCaaS vendor integration with Agentforce, opening up new opportunities for intelligent, industry-specific AI applications.
Industry-Specific AI Agents: A Game Changer
By embedding Agentforce capabilities within the Five9-Salesforce CCaaS-CRM ecosystem, businesses can automate critical customer service workflows. Some examples include:
- Healthcare: AI-powered patient scheduling agents streamline appointment bookings and follow-ups.
- Travel & Hospitality: Airlines can deploy AI agents to notify passengers of delays, rebook connections, and arrange accommodations—all through seamless automation.
- Retail & E-Commerce: AI agents can detect cart abandonment, send personalized reminders with discounts, and guide customers through a seamless checkout process.
These are just a few use cases demonstrating how AI-driven automation can transform customer engagement across industries.
CCaaS vs. CRM: Who Will Lead AI in Contact Centers?
As AI reshapes customer service, industry analysts have questioned whether businesses will favor their CRM provider over their CCaaS vendor for AI-driven automation.
Burkland dismissed this as a false choice, explaining:
“It’s going to be a mix. Even if an organization chooses Salesforce for their AI, they still need access to all the contextual data in our platform. Salesforce knows they need us, and we welcome that relationship. Our goal is to do what’s best for the customer.”
The Future of AI-Powered Customer Engagement
By deepening its Salesforce integration and leading the way in AI-driven service automation, Five9 is positioning itself as a key player in the evolution of intelligent contact centers. As businesses increasingly seek to blend human expertise with AI efficiency, this partnership paves the way for seamless, personalized, and automated customer experiences at scale.
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