News
The Gist
- Joint AI solution. Five9 and Google Cloud launch integrated enterprise customer experience platform.
- Seamless integration. Solution merges contact center workflows, analytics and AI across channels.
- Enterprise transformation. Large enterprises in sectors like retail and finance gain enhanced agility and potential for more personalized customer interactions.
Five9 and Google Cloud say unified AI-powered contact centers will define the next phase of enterprise customer experience. And they've teamed up to prove it.
On Jan. 12 Five9 announced an expanded partnership with Google Cloud and a new joint Enterprise CX AI solution targeting large enterprises. The integrated offering combines Five9's AI-Infused Intelligent CX Platform with Google Cloud's Gemini Enterprise for Customer Experience (GECX), Gemini models and Vertex AI platform.
The solution aims to deliver intelligent, personalized interactions across every channel. The partnership includes an enhanced go-to-market strategy focused on retail, financial services and healthcare, with Five9 now available through Google Cloud Marketplace.
Five9 is also running key internal workloads on Google Cloud infrastructure and using Gemini Enterprise across sales, legal operations, customer success and business operations.
Table of Contents
- Quest for Intelligent Contact Centers
- Five9-Google Cloud Solution Capabilities
- Five9: Recent News & Strategic Initiatives
- AI & Cloud Platforms Reshape Enterprise CX
- Five9 Background
Quest for Intelligent Contact Centers
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.
- Kevin Ichhpurani, president, Global Ecosystem and Channels
Google Cloud
Five9-Google Cloud Solution Capabilities
The joint solution targets enterprise customer experience operations with integrated AI features.
| Capability | Description |
|---|---|
| Enterprise CX AI Solution | Joint platform integrating Five9 and Google Cloud AI technologies |
| Gemini Enterprise Integration | Connects GECX, Gemini models and Vertex AI with Five9 platform |
| Unified Workflows | Aims to unite contact center workflows, analytics and AI assistance |
| Google Cloud Marketplace | Enables procurement with consolidated billing and spend commitment drawdown |
| Enhanced Go-to-Market | Targets retail, financial services and healthcare industries |
Five9: Recent News & Strategic Initiatives
Five9 executed several notable strategic moves throughout 2025 as the contact center vendor positioned itself around AI-driven customer experience capabilities.
In December 2025, Five9 named Amit Mathradas its next CEO, effective Feb. 2, 2026. Mathradas most recently served as CEO of Nintex and was previously president and chief operating officer at Avalara, where he helped grow the business by more than 250% over four years before Vista Equity Partners acquired the company in 2022 for $8.4 billion.
Five9 introduced new AI-powered capabilities to its Genius AI suite in November 2025 at its CX Summit. In June 2025, the company unveiled Agentic CX, introducing autonomous AI agents with built-in governance guardrails. Five9 posted record Q3 2025 revenue of $285.8 million on Nov. 6, an 8% year-over-year increase, with enterprise AI revenue surging 41%.
AI & Cloud Platforms Reshape Enterprise CX
Providers want to see cloud-based AI is advance contact centers from cost centers into strategic assets as the CCaaS market races toward $16 billion by 2029.
Gartner predicted that by 2027, up to 40% of customer service issues will be fully resolved by generative AI-powered third-party tools. This shift reflects rising customer expectations as AI-enabled self-service becomes standard.
AI adoption has reached 72% of companies globally, with CRM platforms integrating generative AI to transform static record-keeping into dynamic engagement systems.
Contact centers are evolving into value hubs that drive revenue, innovation and competitive advantage. Poor service experiences cost U.S. companies approximately $1.6 trillion annually through customer churn, accelerating adoption of AI in contact centers.
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Five9 Background
Founded in 2001, Five9 provides cloud-based contact center solutions for customer experience leaders, IT teams and operations managers across industries such as healthcare, financial services and retail. The company offers an AI-enabled platform marketed as Five9 Genius AI, combining artificial intelligence with live agent support.
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