Five9 and Google Cloud’s Joint Enterprise CX AI Solution: From Bolt-on To Built-In

On January 12, Five9 launched a joint Enterprise Customer Experience AI solution in an expanded partnership with Google Cloud. Five9’s Intelligent CX Platform, combined with Google Cloud’s Gemini Enterprise for Customer Experience (GECX), creates an integrated solution powered by Google’s Gemini models and Vertex AI platform.

The Enterprise CX AI solution helps businesses move from fragmented implementations to fully integrated, unified intelligence.

To my mind, the expanded partnership underlines the importance of AI orchestration at scale, a conversation that began in earnest in the second half of 2025. Businesses may have acquired lots of AI solutions in 2025, but most of them operated in silos that stymied true AI implementation success.

Five9+Google Cloud’s joint Enterprise CX AI platform represents the end of the AI bolt-on era and signals the arrival of the AI built-in era. The solution promises enterprises, agents, and customers a unified intelligent experience across communication channels: one where AI capabilities and human workflows operate in concert, not isolation.

When your AI tools and contact center solutions operate within the same system, it becomes much easier–and faster–to achieve AI ROI while positively transforming the customer experience. Think hyper-personalization at scale, intelligent in-conversation agent assist, streamlined workflow automation, and proactive customer engagement. 

Competitive Differentiation in a Crowded Market

What distinguishes Five9 from its competitors here is the depth of the Google Cloud integration.

Rather than building proprietary AI models or licensing technology as an afterthought, Five9 is leveraging Google's cutting-edge generative AI capabilities and enterprise-grade data infrastructure as a core differentiator. Five9 customers gain access to Google's advanced AI services without needing separate AI infrastructure, specialized data science teams, or complex integration projects.

The go-to-market expansion, including Five9's availability through Google Cloud Marketplace, shouldn't be overlooked either. Simplified procurement reduces adoption friction for enterprises already invested in Google's ecosystem. This strategic alignment also highlights Five9 in sectors where Google Cloud already has a significant presence.

Equally notable is Five9's internal adoption of Gemini Enterprise across sales, legal, customer success, and business operations. This "practicing what you preach" approach lends credibility to the solution and demonstrates Five9's commitment to operationalizing AI as a core business capability, not a product feature.

What This Means for CX

From the customer perspective, the benefits are tangible and immediate: faster answers, more relevant and personalized responses, and fewer frustrating handoffs and repetition. Customers can choose their preferred channel without sacrificing the quality of their experience. Routine queries can be handled autonomously, high volumes managed efficiently, and complex issues routed to the right team with full context.

Five9’s new joint Enterprise CX AI solution leverages Google Cloud's AI infrastructure to analyze interaction data at scale, and then applies those insights directly into customer journeys. The result? Less customer friction, more customer outcomes.

If 2025 was the year of AI adoption, perhaps 2026 will be the year of AI orchestration.

For CX leaders evaluating their 2026 technology roadmaps, this announcement underscores a fundamental question: will your technology partner help you navigate AI complexity, or will they just contribute to it?