Five9 Partners with Agentforce to Revolutionize AI in Customer Service

Five9's Growth and Partnerships

The latest Five9 earnings call revealed a 17% year-on-year revenue growth for Q4, highlighting the company's strong performance in the CCaaS market. Five9 is enhancing its collaboration with Salesforce to better serve mutual customers by integrating AI agents into their service environments.

Mike Burkland, Chairman & CEO of Five9, attributes this growth to a robust partner ecosystem, including key players like Microsoft, Google, ServiceNow, and Verint. He emphasized the synergy between Five9 and Salesforce, stating, "We are strengthening the integration between Five9 and Agentforce to develop industry-specific AI agents, including patient scheduling and collections agents."

Industry-Specific AI Use Cases

This partnership marks a significant step, as Five9 is the first CCaaS vendor to integrate with Agentforce, Salesforce’s platform for autonomous AI agents. This integration aims to automate critical customer service workflows tailored to specific industries. For example:

• Travel: An AI agent can notify customers of delayed flights, rebook connections, and update itineraries.
• Retail: An AI agent could alert customers about abandoned carts and offer discounts to complete their purchases.

CCaaS vs. CRM Providers

Analysts have raised questions about whether contact centers will prefer their CRM partner or CCaaS provider for AI solutions. Burkland believes it will be a mix, ensuring that even if organizations choose Salesforce for AI, they will still need access to Five9’s contextual data.

Other Notable Partnerships

While the Salesforce collaboration was a focal point, Burkland also highlighted other significant partnerships:

• ServiceNow: Expanded partnership to integrate Five9’s tools into ServiceNow’s Customer Service Management.
• Microsoft: Enhanced integration with Microsoft Teams to improve employee efficiency.
• Verint: A new cloud-to-cloud integration, bringing Verint’s bots into Five9’s CCaaS environment.
• Google Cloud Marketplace: Five9’s platform is now globally available on Google Cloud, further enhancing its reach.

Additional Earnings Highlights

Five9's overall earnings for 2024 surpassed $1 billion, with a notable increase in install base bookings, indicating strong demand from existing customers. The company continues to solidify its position as a leader in the CCaaS Magic Quadrant.