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Five9 has announced an expanded partnership with Google Cloud, introducing a joint Enterprise CX AI solution aimed at enhancing customer experiences for large enterprises through AI-driven interactions.
The integrated solution brings together the Five9 AI-Infused Intelligent CX Platform with Google Cloud’s Gemini Enterprise for Customer Experience (GECX) and AI services, including Google’s Gemini models and Google Cloud’s Vertex AI platform. This integration aims to create intelligent, seamless interactions across various customer channels.
Enterprises today "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 of Five9. By combining expertise in AI and data from both companies, the solution aims to help businesses improve customer experiences with personalised services.
The integration seeks to benefit agents, supervisors, and administrators by uniting contact centre workflows, analytics, and AI assistance, thereby enhancing efficiency and customer interaction quality. These improvements are intended to help customers achieve faster, more personalised service and support enterprises in managing their operations with greater agility and confidence.
“Digital transformation requires technology that helps businesses solve complex challenges unique to their industry, especially in the realm of customer engagement,” remarked Kevin Ichhpurani, President, Global Ecosystem and Channels at Google Cloud. The partnership aims to advance the capabilities of the intelligent contact centre industry by combining Five9's CX platforms with Google's AI technologies.
The go-to-market strategy seeks to complement the partnership, targeting key industries like retail, financial services, and healthcare. Customers and partners can access Five9 through the Google Cloud Marketplace, which aims to provide benefits such as simplified procurement, consolidated billing, and easier utilisation of Google Cloud commitments.
In deepening its alliance with Google Cloud, Five9 plans to run key internal enterprise workloads on the platform. This includes utilising Gemini Enterprise to augment efficiency across its sales, legal operations, customer success, and overall business operation management.
