Five9 & Google Cloud launch unified AI contact centre CX
Five9 has expanded its partnership with Google Cloud and launched a joint enterprise customer experience AI offering that combines Five9's contact centre platform with Google's Gemini and Vertex AI services.
The companies said the new solution targets large organisations that run customer engagement across multiple channels. Five9 said it will integrate its AI-Infused Intelligent CX Platform with Google Cloud's Gemini Enterprise for Customer Experience and Google's wider AI services, including Gemini models and Vertex AI.
Five9 said the product will link contact centre workflows with analytics and AI assistance. The company said it will present a single user experience for agents, supervisors and administrators.
Five9 and Google Cloud said the combined system will manage interactions across channels. They also said it will use customer data and automation as part of customer journeys.
"Enterprises today, including the largest brands in the world, are looking for an end-to-end platform that connects data, AI, and humans to turn every interaction into a meaningful outcome," said Mike Burkland, Chairman and CEO, Five9. "By combining Five9's market-leading, AI-driven platform with Google Cloud's leadership in AI and data innovation, we're making it easier than ever for businesses to deliver smarter, more personalized customer experiences."
Market focus
The announcement comes as software providers compete for large contact centre deployments that use automation, analytics and generative AI for agent assistance and customer self-service. Enterprises have also pushed vendors for consolidation across voice and digital channels, plus tighter integration with customer data platforms and cloud infrastructure.
Five9 said it will position the joint solution for industries that face high volumes of customer service interactions and regulatory requirements. The company highlighted retail, financial services and healthcare as sectors for go-to-market activity.
Google Cloud said it views customer engagement as a key part of wider cloud modernisation programmes, particularly for organisations that operate complex service operations across regions and product lines.
One brief context sentence before a quote: Google Cloud has expanded its partner ecosystem around Gemini as it competes with other cloud providers in enterprise AI deployments.
"Digital transformation requires technology that helps businesses solve complex challenges unique to their industry, especially in the realm of customer engagement," said Kevin Ichhpurani, President, Global Ecosystem and Channels at Google Cloud. "By utilizing Gemini Enterprise for Customer Experience and Google's Gemini models, with Five9's unique intelligent CX platforms, Five9 is providing a unified, AI led CX platform that can improve customer experiences and move the intelligent contact center industry forward."
Sales channel
The companies also said customers and partners will be able to buy Five9 through Google Cloud Marketplace. They said the marketplace route will offer consolidated billing and a procurement option aligned with Google Cloud spend commitments.
The move adds another distribution route for Five9 alongside its direct sales and partner channels. Marketplaces have gained importance as enterprises look for shorter procurement cycles and standardised contracting approaches for cloud services.
Internal use
Beyond the joint product, Five9 said it will run key internal enterprise workloads on Google Cloud as part of a deeper commitment to Google Cloud's AI infrastructure.
Five9 said it will use Gemini Enterprise across sales, legal operations, customer success and business operations management. The company described the initiative as part of efforts to increase efficiency across internal functions.
The expanded partnership sets up additional integration work between the two companies as they align product development and go-to-market activity around customer experience deployments in large enterprises.