Five9 Fusion for Salesforce: Smarter CX Ahead of Dreamforce 2026

Picture the contact center version of a bad customer experience: an already frustrated customer escalated to a voice call with a human agent, repeating their personal information and account number yet again, only to unfortunately get bounced between two systems that don't talk to each other. Then left waiting while the agent digs for context that should have already been on the screen.   

That's the experience Five9 and Salesforce have spent 15+ years working to eliminate together and it's exactly what's at stake for any organization trying to become an Agentic Enterprise, this year's theme at Dreamforce. Customers don't care which platform is running behind the scenes. They care whether the human or AI agent on the other end already knows who they are and what they need. 

That's the promise behind this two-part series ahead of Dreamforce 2026 (Moscone Center, San Francisco, September 15–17). This post covers the partnership itself, and one of two Five9-supported paths built to deliver on that promise: Five9 Fusion for Salesforce, with the Five9 Fusion Adapter for Salesforce as the other. Part 2 goes deeper on the Five9 capabilities including Voice, Voice AI Agents, AI Agent Assist and more that make both possible. 

A partnership built on more than a decade of shared customers 

Over 1,000 joint customers. More than 160,000 agents using Five9 and Salesforce every day. The two companies' technical roadmaps have been intertwined for 15+ years now, and that scale didn’t happen by accident. It's the output of engineering and product teams on both sides building toward each other release after release, long before "AI-native" was the phrase anyone used for it. 

This chapter of that story is Five9 Fusion for Salesforce. 

Why this matters right now: Salesforce will retire its Open CTI framework 

Earlier this year, Salesforce announced it will retire Open CTI, the framework behind the classic Five9 adapter that more than 1,000 joint customers rely on today effective February 2028. If that's your organization, here's what matters first: you don't have to solve this on your own. Five9 has built the bridge. Whichever path fits your business, Five9 helps manages the transition end to end, on your timeline, not a deadline-driven scramble. 

Five9 offers two supported paths forward: 

1. This post focuses on Five9 Fusion for Salesforce, built for organizations ready to standardize their agent experience on Salesforce's own Agentforce AI and native Omni-Channel workspace, with Five9 continuing as the telephony vendor underneath. 

2. If you're satisfied with your current adapter and want the least possible change, Five9 also offers the Five9 Fusion Adapter for Salesforce, a direct replacement that keeps Five9's own AI, WEM and routing exactly as they are today. Either way, the choice is yours to make on your own schedule ahead of the February 2028 deadline. 

What is Five9 Fusion for Salesforce? 

Fusion is a deep, native integration between the Five9 platform and Salesforce built so agents stop tab-hopping between a contact center solution and their CRM and start working from one unified console. In practice, that means: 

• Five9 Voice. Lives inside the record instead of next to it. Recordings and call metadata land in Salesforce automatically, so an agent or supervisor pulling up an account sees the phone history alongside everything else, instead of hunting for it in a second application. 

• Choice in AI. Fusion doesn't force a single AI stack on every customer. Organizations can run Five9 AI Agent Assist as their real-time guidance layer with support for 3rd party AI such as Google or activate Salesforce Einstein for Service using live voice data streamed from Five9 TranscriptStream. Either way, agents get next-best-action guidance, reply recommendations and automated call summaries grounded in what's happening on the call. 

• Intelligent Voice Routing. Rather than routing on fixed queue rules, Five9 reads what's happening in the interaction as it happens and routes to the best available agent. 

• Warm, contextual handoffs. When a Five9 Voice AI Agent completes a self-service interaction, the call summary passes directly into the Salesforce voice call object. Customers who get transferred to a human agent never have to repeat themselves. 

That AI flexibility is deliberate. Five9 built Fusion for Salesforce for organizations standardizing on Salesforce's own Agentforce AI and Omni-Channel workspace. For organizations who'd rather keep Five9's own AI, WEM and routing running exactly as they do today, Five9 Fusion Adapter for Salesforce is the parallel path — same continuity, different starting point. 

Fusion is also built with room to grow with more on the roadmap such as Bring Your Own Channel (BYOC) extending the same real-time, AI-elevated approach across digital channels and Salesforce's agentic tools. 

Why does CRM-contact center integration matter for enterprise leaders? 

The core use case is simple to state and hard to deliver — give agents one service console, give supervisors one source of truth and give customers a service experience that doesn't reset every time they're transferred. Independent research backs up the payoff, a Forrester Total Economic Impact study of the Five9 platform found $14.5 million in business value and 212% ROI over three years for a composite enterprise organization, driven by faster handle times, reduced agent turnover and stronger upsell performance during live interactions.