Five9 has strengthened its partnership with Salesforce to unify CCaaS and CRM software.
In doing so, the two customer experience technology stalwarts released a coordinated offering: Five9 Fusion for Salesforce.
The offering will see Five9 plug its core voice channel, routing engine, and real-time transcription solutions into Salesforce Service Cloud.
Five9 also plans to embed its digital channels into the CRM platform later, joining Salesforce’s new Bring Your Own Channel (BYOC) for CCaaS program.
This will allow businesses that have already built out channel configurations in Five9 to insert those directly into their Salesforce CRM.
Five9 Fusion for Salesforce represents the second such unified CCaaS-CRM solution Five9 has brought to market, following a similar announcement with ServiceNow in November 2024.
By collaborating with these two prominent CRM players, Five9 hopes to help many customers converge their customer support tech stack.
Celebrating Five9 Fusion for Salesforce, Jake Butterbaugh, SVP of Global Partner Organization at Five9, said:
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.
For its part, Salesforce has announced similar unified offerings with AWS and Genesys.
However, while these solutions may have come to market first, the CRM leader has stressed its desire to help “all” CCaaS vendors integrate deeply with Salesforce.
In doing so, it wishes to enable a centralized customer support environment that streamlines user experiences so reps don’t have to Alt-Tab so often.
Additionally, Salesforce hopes to lower management burden, enabling admins to focus on coordinated contact center offerings, not two integrated solutions.
Yet, perhaps most crucially, it wishes to consolidate contact center data. Salesforce customers leveraging Data Cloud can then utilize that data to bolster AI applications across the front office and beyond – including Agentforce agents.
That prospect excites Nick Johnston, SVP of Strategic Partnerships and Business Development at Salesforce. He added:
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.
Yet, don’t expect the two vendors – which have partnered for 15+ years and accumulated 1,00 mutual customers – to stop at embedding digital channels.
Indeed, while Five9 may not be the first to unify CCaaS and CRM on a coordinated platform, it is the first to openly discuss integrating with Agentforce – Salesforce’s agentic AI offering.
Mike Burkland, Chairman & CEO of Five9, teased this in December 2025, stating: “We are strengthening the integration between Five9 and Agentforce to develop industry-specific AI agents, including patient scheduling agents and collections agents.”
As such, Five9 customers should stay tuned for further announcements between the two vendors that push the envelope of contact center AI innovation.
Wait… What Exactly Is Five9 Embedding Into Service Cloud Now?
Before looking too far ahead, consider the tools that Five9 is currently embedding into Salesforce Service Cloud.
First, there’s Five9 Voice. Alongside enabling the foundational voice functionality, this produces call metadata and recordings. The Five9 Fusion for Salesforce offering pushes this all into the customer record, enabling a more comprehensive view of the customer journey.
Next is Five9 TranscriptStream, a real-time transcription tool. It streams live call text and data into Salesforce Einstein for Service AI features. That enables agent-assist use cases such as recommended responses, next-best actions, and post-contact summarizations.
Then, there’s voice routing to automatically direct incoming calls to the “most appropriate agent”, no matter if it’s a human or AI.
Yet, maybe most interestingly, Five9 highlights how the platform will sync on escalations, passing a call summary from an AI agent to a human agent within the voice call object. That enables vital customer context retention, ensuring that live reps can pick up the call from where it broke down.
Such innovations will ensure customers don’t have to repeat themselves, which is still a common customer qualm in 2025, despite all the latest AI innovations.
The Five9 Fusion for Salesforce solution comprises all these features to provide contact centers with a “future-ready foundation”.
It comes as part of a product and services bundle that is generally available now.
