Five9, a leading provider of intelligent customer experience (CX) solutions, has officially introduced Five9 Fusion for Salesforce — a groundbreaking integration designed to unify the power of Five9’s real-time customer engagement tools with Salesforce’s industry-leading AI CRM capabilities. The bundled offering, now available, promises to redefine how enterprises deliver personalized, scalable, and AI-enhanced customer experiences.
Built upon years of strategic collaboration between Five9 and Salesforce, this advanced integration empowers businesses to create seamless and intelligent customer journeys. By leveraging the combined strengths of both platforms, organizations can now provide intuitive self-service, accelerate support outcomes, and ensure each customer interaction is contextually relevant and impactful.
Driving Innovation through Co-Development
This joint initiative is the result of extensive co-development efforts aimed at enhancing the synergy between Salesforce’s digital ecosystem and Five9’s Intelligent CX Platform. As part of this innovation roadmap, the Fusion launch sets the stage for future capabilities like Bring Your Own Channel (BYOC) and integrations with Agentforce—Salesforce’s digital labor solution that utilizes autonomous agents to augment support teams.
Jake Butterbaugh, SVP, Global Partner Organization at Five9, stated, “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 Capabilities of Five9 Fusion for Salesforce
The solution offers an array of next generation features for modern CX teams:
- Five9 Voice Integration: Seamless connectivity with Salesforce Service Cloud Voice, embedding call details and recordings into the CRM for full visibility into customer interactions.
- AI-Powered Agents: Efficiently manage self-service flows and transfer conversations to live agents with rich context, ensuring customers don’t have to repeat themselves.
- TranscriptStream for Real-Time Insights: Enables live transcription of voice calls, feeding data into Salesforce in real-time to power Einstein’s AI-driven suggestions like Next Best Actions and Reply Recommendations.
- Intelligent Voice Routing: Uses real-time analytics to direct calls to the most appropriate AI or human agent, ensuring speed, relevance, and satisfaction.
A Future-Ready CX Ecosystem
“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,” said Nick Johnston, SVP of Strategic Partnerships and Business Development at Salesforce.
The announcement underscores the strength of a 15-year partnership between the two companies. With over 1,000 shared customers and support for more than 160,000 service professionals, Five9 continues to scale its impact. Notably, the company has seen its Bring Your Own Telephony (BYOT) adoption double in 2025, as enterprises increasingly seek to unlock Einstein for Service AI functionalities natively within Salesforce.
