Thursday, January 15, 2026
Five9 has announced a major expansion of its partnership with Google Cloud, introducing a joint Enterprise Customer Experience (CX) AI solution designed to help large organizations build smarter, faster, and more connected customer interactions. As enterprises continue to prioritize digital-first engagement, this new offering focuses on delivering seamless, intelligent, and AI-powered experiences across every touchpoint.
To achieve this, the solution brings together the Five9 AI-Infused Intelligent CX Platform with Google Cloud’s Gemini Enterprise for Customer Experience (GECX), along with advanced AI technologies such as Google’s Gemini models and the Vertex AI platform. By unifying these technologies, businesses can create highly personalized, data-driven interactions that work consistently across voice, chat, and digital channels. As a result, enterprises can move beyond fragmented tools and adopt a more connected approach to customer engagement.
“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.”
In addition, the integrated platform improves usability for contact center agents, supervisors, and administrators by aligning workflows, analytics, and AI-powered assistance within a single experience. This unified setup enables teams to resolve issues faster, anticipate customer needs, and deliver more proactive support. Meanwhile, enterprises benefit from greater flexibility, faster innovation cycles, and simplified management across all CX capabilities.
From the customer’s point of view, the benefits are equally significant. They experience shorter wait times, more relevant responses, and smoother conversations, regardless of the channel they choose. At the same time, businesses gain the ability to scale operations efficiently while maintaining consistent service quality.
“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.”
Furthermore, the expanded partnership includes a stronger joint go-to-market strategy that targets high-impact sectors such as retail, healthcare, financial services, and other service-driven industries. Through Google Cloud Marketplace, customers and partners can now purchase Five9 solutions more easily, benefit from simplified procurement, receive consolidated billing, and apply their Google Cloud spend commitments.
Beyond customer-facing solutions, Five9 is also increasing its internal use of Google Cloud’s AI infrastructure. The company is running key enterprise workloads on Google Cloud and using Gemini Enterprise to improve productivity across sales, legal operations, customer success, and business operations. This internal adoption reinforces Five9’s confidence in the platform while demonstrating how AI can enhance both customer engagement and internal efficiency.
Overall, this collaboration reflects a growing industry shift toward fully integrated, AI-first customer experience platforms that connect people, data, and automation into one intelligent ecosystem.
To join our expert panel discussions, reach out to info@intentamplify.com
Recommended News
Shopify and Google introduce the Universal Commerce Protocol, enabling secure, embedded checkout across AI platforms like Search, Gemini, and Copilot.
Temporall introduces Tempo, a unified AI intelligence platform that links workforce AI usage with business outcomes, helping enterprises prove ROI and scale AI safely.
