Five9, Google Cloud forge AI pact for enterprise CX
CALIFORNIA, UNITED STATES — Five9, a cloud contact center solutions provider, has expanded its partnership with Google Cloud to launch a new enterprise customer experience (CX) AI solution, integrating its platforms to deliver intelligent, data-driven CX for global enterprises.
“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,” said Mike Burkland, Chairman and Chief Executive Officer (CEO) of Five9.
Unified AI CX platform integrates Five9 and Google Gemini
The move combines Five9’s platform with Google’s Gemini Enterprise for Customer Experience (GECX), Gemini models, and the Vertex AI platform.
This composite is meant to bring data, AI, and human agents together into a single end-to-end customer interaction management system.
This layer of connected technologies would empower contact centers by integrating workflows, analytics, and AI-supported agent and supervisor support.
The desired outcome will be a smooth user experience that allows customers to engage with the enterprise more quickly, more personally, and more proactively, and that provides enterprises with the means to innovate and scale their customer interaction processes with a sense of certainty.
Kevin Ichhpurani, President of Global Ecosystem and Channels at Google Cloud, notes that with this move, “Five9 is providing a unified, [AI-led] CX platform that can improve customer experiences and move the intelligent contact center industry forward.
Joint go-to-market targets retail, finance, and healthcare CX
In addition to technology, the increased partnership is characterized by a concerted strategic thrust to take market share in certain verticals.
The companies have described a new, improved go-to-market plan to enhance the CX across major areas of the business in the retail, financial services, and healthcare sectors. The targeted strategy addresses challenging engagement issues within the industry.
A critical component of this strategy is simplifying procurement by offering Five9’s platform directly through the Google Cloud Marketplace.
It enables enterprise customers to enjoy the convenience of purchasing, consolidated billing, and the ability to use the investment against existing Google Cloud spend commitments.
More than that, Five9 is also going the extra mile and operating its own environments in Google Cloud and leveraging Gemini Enterprise to create efficiencies in its sales, legal, and customer success processes.
Five9 ranked #21 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies. The 2026 edition of the OA500 is expected to be released in March.
