Meet Five9 Fusion for Salesforce: The Real-Time AI-Powered Future of CX
April 30, 2025
When it comes to delivering standout customer experiences, having the right systems in place makes all the difference. Surface-level interactions are no longer enough—platforms need to operate as a truly unified ecosystem to meet rising expectations. At the heart of that transformation lies one essential truth: real-time, data-driven engagement is the future of CX.
That’s why Five9 is thrilled to introduce Five9 Fusion for Salesforce—the next evolution of our strategic partnership with Salesforce. This native, next-gen integration combines the real-time power of Five9 with the depth of Salesforce’s system of record. The result? Smarter, faster, AI-driven service that helps organizations deliver modern customer experiences—and scale them with confidence.
Unifying CX: Five9 and Salesforce power the future of customer service
We’re already seeing strong market validation. This year alone, Five9 has doubled BYOT (Bring Your Own Telephony) adoption, and recently closed a major multinational bank through our joint GTM strategy with Salesforce. With thousands of seats now deployed, it’s clear that enterprises are prioritizing AI-powered, CRM-integrated solutions that drive results.
This momentum reflects more than product-market fit. It signals a broader shift in how CX is delivered: intelligently, proactively, and at scale.
From siloed to seamless: A unified CX platform
With Five9 Fusion for Salesforce, we are breaking down silos—delivering a unified, intelligent platform that empowers agents, enhances business agility, and accelerates customer outcomes.
Five9 serves as the system of action, activating real-time engagement, AI-driven insights, and automated workflows.
Salesforce remains the system of record, housing the customer lifecycle data, preferences, and history that fuel personalized experiences.
Together, the power combo helps organizations and customers:
Experience faster, more personalized service with AI-powered insights and real-time context that anticipates needs.
Receive proactive support tailored just for you—no more repeating information or waiting on hold.
Enjoy seamless, connected journeys across every channel and touchpoint.
Combining the power of leading CC and CRM systems, Five9 Fusion for Salesforce empowers organizations with an AI-driven platform to elevate service, supercharge agents, and turn operations into a CX advantage.
Intelligence + integration = elevated experience
This isn’t just integration—it’s strategic transformation. By aligning key capabilities, we’re empowering organizations with the tools and intelligence they need to deliver faster, smarter, more personalized CX.
Real-time insights with Five9 Voice: Embed call metadata and recordings into Salesforce to give agents full context.
AI-powered service with AI Agents: Handle routine tasks and pass call summaries to agents for smoother handoffs.
Live transcription with TranscriptStream: Enables real-time call transcriptions and streams live data into Salesforce to power Einstein for Service AI features such as Next Best Action, Reply Recommendations and automated Call Summaries.
Smarter routing with Intelligent Voice Routing: Connect customers with the right agent using real-time data.
By unifying voice, AI, and CRM data, we’re not just supporting agents—we’re enabling a new era of customer experience: agile, intelligent, and truly customer-first.
Built to scale, ready for what’s next
Five9 Fusion for Salesforce isn’t just built for today—it’s designed for what’s next. Looking ahead, features like Bring Your Own Channel (BYOC) and Agentforce integrations will give enterprises even greater flexibility and control.
Join the growing list of enterprises transforming CX with Five9 and Salesforce. Discover how our fully integrated, AI-powered platform can help your business deliver smarter service, boost operational efficiency, and scale with confidence.
