Five9 Strengthens Partnership with Salesforce and Expands AI Agent Integration
Five9 Strengthens Partnership with Salesforce to Enhance Customer Service with AI Agents
Five9, a leading CCaaS vendor, has announced a closer collaboration with Salesforce to better support mutual customers in converging their service environments and implementing AI agents. This news comes on the heels of Five9 celebrating a successful quarter, with a significant year-over-year revenue growth of 17 percent.
Mike Burkland, Chairman & CEO of Five9, attributed the company’s strong earnings to its growing partner base. In addition to partnerships with Microsoft, Google, ServiceNow, and Verint, Burkland highlighted the importance of the blossoming relationship with Salesforce.
According to Burkland, Five9 and Salesforce are working together to align their go-to-market strategies, drive product innovation, and enhance customer acquisition. The vision shared by both companies involves AI agents and human agents collaborating to elevate customer experiences.
One of the key aspects of this partnership is the integration between Five9 and Agentforce, Salesforce’s platform for autonomous AI agents. By developing industry-specific AI agents, such as patient scheduling agents and collections agents, Five9 aims to automate critical customer service workflows within contact centers.
For example, in the travel industry, an airline could use Five9 and Agentforce to create an AI agent that assists customers with flight delays, rebooking connections, and arranging accommodations. Similarly, in retail, AI agents could help recover abandoned online shopping carts by offering discounts and guiding customers through the purchase process.
While the Salesforce partnership is a significant focus for Five9, the company also highlighted other key partnerships that are driving innovation and growth:
ServiceNow
In collaboration with ServiceNow, Five9 is expanding its contact center tools to enhance ServiceNow’s Customer Service Management offering.
Microsoft
Five9 recently announced an updated integration with Microsoft Teams, enabling enterprises to improve employee efficiency and productivity by connecting unified employee communications platforms with customer service platforms.
Verint
Five9 and Verint launched a new cloud-to-cloud platform integration, bringing Verint’s specialized bots into the CCaaS environment to enhance customer service capabilities.
Google Cloud Marketplace
Five9’s CCaaS platform, along with its AI Agent, is now globally available on the Google Cloud Marketplace, providing customers with more options for deploying advanced customer service solutions.
Overall, Five9’s strong earnings and continued growth demonstrate the company’s commitment to delivering innovative solutions for contact centers. By leveraging partnerships with industry leaders like Salesforce, Microsoft, and Google, Five9 is well-positioned to drive the future of customer service with AI-powered technologies.
