Five9 is working more closely with Salesforce to support mutual customers in converging their service environments and implementing AI agents.
The news comes as the CCaaS vendor celebrated a solid quarter, with its year-over-year (YoY) revenue growth climbing to 17 percent.
Mike Burkland, Chairman & CEO of Five9, credited the provider's burgeoning partner base for driving up its earnings.
While also highlighting key relationships with Microsoft, Google, ServiceNow, and Verint, Burkland paid special tribute to its blossoming Salesforce collaboration.
First, the CEO praised how Five9 and Salesforce are "driving alignment" across go-to-market strategies, product innovation, and customer acquisition.
From there, he said: "Salesforce and Five9 share a vision where AI agents and human agents work together to elevate customer experiences.
We are strengthening the integration between Five9 and Agentforce to develop industry-specific AI agents, including patient scheduling agents and collections agents.
Until this point, no CCaaS vendor has claimed to integrate with Agentforce, Salesforce's platform for autonomous AI agents.
However, in ensuring the functionality of Agentforce agents across the shared Five9-Salesforce, CCaaS-CRM environment, Five9 can help contact centers automate more of their critical customer service workflows.
Many of these workflows will be industry-specific, as Burkland alluded.
For instance, in travel, an airline may leverage Five9 and Agentforce to create an AI agent that notifies customers of a delayed flight, rebooks a connection, updates the itinerary, arranges a hotel and travel, and then notifies the customer.
Then, in retail, consider a situation where a customer abandons their online cart. Brands could create an AI agent that identifies this, sends a reminder with a discount, and takes the customer through to a commerce experience.
Yet, that's just a sneak peek of what's possible. Across a unified CCaaS-CRM environment, there are many more AI agent use cases that span industries.
CCaaS or CRM Providers: Which Will Deliver AI to Contact Centers?
While its robust relationship with Salesforce has helped Five9 drive forward its revenue, onlooking analysts questioned whether contact centers will choose their CRM partner to deliver AI over their CCaaS provider.
Over the longer term, this may somewhat limit the value Five9 can deliver for its customers.
