MetriNote – Five9, Salesforce Expand CX Partnership with AI-Enhanced Integration

Author: Layne Haaksma, Senior Research Analyst What's the news? April 30, 2025 – Five9 and Salesforce have deepened their long-standing partnership with the launch of Five9 Fusion for Salesforce. This new offering tightly integrates Five9’s intelligent contact center platform with Salesforce’s AI-powered CRM, creating a unified solution enhanced by AI. Available now as a bundled product and service, Five9 Fusion for Salesforce aims to help organizations deliver AI-driven customer experience, as well as set the stage for upcoming opportunities for bring your own channel (BYOC) and integrations with Salesforce’s Agentforce autonomous agent platform. Key features include direct integration with Service Cloud Voice, AI agents that streamline self-service and provide call summaries to human agents, real-time voice transcription feeding Salesforce Einstein AI, and intelligent voice routing that directs interactions to the most suitable AI or human agent.