Analyst(s): Keith Kirkpatrick
Publication Date: January 16, 2026
Five9 has expanded its partnership with Google Cloud to launch a joint Enterprise CX AI offering that integrates contact center workflows with Gemini Enterprise and Vertex AI. The move positions Five9 and Google Cloud around a unified, AI-led CX platform for large enterprises.
What is Covered in this Article:
- Five9’s expanded partnership with Google Cloud and the launch of a joint Enterprise CX AI offering
- Integration of Five9’s Intelligent CX Platform with Gemini Enterprise for Customer Experience and Vertex AI
- Availability of Five9 through Google Cloud Marketplace and implications for procurement
- Industry focus and go-to-market priorities across retail, financial services, and healthcare
- Five9’s internal adoption of Google Cloud AI infrastructure and Gemini Enterprise
The News: Five9 announced an expanded partnership with Google Cloud and launched a joint Enterprise Customer Experience (CX) AI offering. The offering integrates the Five9 AI-Infused Intelligent CX Platform with Gemini Enterprise for Customer Experience, Gemini models, and Vertex AI to deliver AI-driven customer interactions across voice and digital channels.
The companies said the offering unifies contact center workflows, analytics, and AI assistance into a single experience for agents, supervisors, and administrators. As part of the expanded partnership, Five9 will be available through Google Cloud Marketplace, and Five9 will also run key internal enterprise workloads on Google Cloud while using Gemini Enterprise across multiple internal functions.
Five9 Expands Google Cloud Partnership With a Unified Enterprise CX AI Platform
Analyst Take: The expanded Five9–Google Cloud partnership centers on delivering an end-to-end Enterprise CX AI offering that connects data, AI, and human workflows into a single operating environment. According to the companies, the integrated platform combines Five9’s Intelligent CX capabilities with Google Cloud’s generative AI models and AI infrastructure to support customer engagement across channels. The offering targets large organizations managing complex, multi-channel customer interactions. The announcement also arrives amid heightened competition among software providers for large contact center deployments that emphasize automation, analytics, and AI-assisted engagement. Within that context, Five9 and Google Cloud are positioning the joint offering as a unified alternative to fragmented CX toolsets.
Platform Integration Across CX Workflows
Five9 stated that the joint offering integrates contact center workflows with analytics and AI assistance to deliver a single user experience for agents, supervisors, and administrators. The combined platform is designed to manage interactions across channels while incorporating customer data and automation into customer journeys. This approach addresses enterprise demand for consolidation across voice and digital channels. The integration is framed as enabling faster, more personalized, and more proactive customer interactions. Taken together, the platform positioning reflects an effort to simplify CX operations by reducing system fragmentation.
Role of Gemini Enterprise and Vertex AI
At the core of the offering is Gemini Enterprise for Customer Experience, which brings Google’s generative AI models into live customer engagement workflows. Five9 and Google Cloud said this enables AI-assisted conversations, contextual understanding, and real-time decision support during customer interactions. Vertex AI supports the deployment and operation of these AI services within the platform. The companies emphasized that combining Five9’s CX capabilities with Google Cloud’s AI services creates a unified, AI-led CX platform. This positioning underscores the central role of generative AI within the joint offering rather than treating it as an add-on capability.
Go-to-Market and Industry Focus
The expanded partnership includes a strengthened joint go-to-market strategy focused on industries with high volumes of customer interactions and regulatory requirements. Five9 specifically highlighted retail, financial services, and healthcare as priority sectors. Enterprises in these industries are seeking tighter integration between customer engagement platforms and cloud infrastructure. The joint offering is positioned to support complex service operations across regions and product lines. This industry focus suggests that Five9 and Google Cloud are aligning their CX strategy around large, operationally complex enterprise customers.
Marketplace Distribution and Internal Adoption
Five9’s availability through Google Cloud Marketplace introduces an additional distribution channel alongside its existing sales and partner routes. The companies said the marketplace option enables consolidated billing and allows customers to apply purchases toward existing Google Cloud spend commitments.
Marketplaces are increasingly important for enterprises seeking standardized procurement and shorter contracting cycles. Separately, Five9 confirmed it will run key internal enterprise workloads on Google Cloud and use Gemini Enterprise across sales, legal, customer success, and business operations. This internal adoption signals a deeper operational alignment between the two companies beyond the customer-facing offering.
What to Watch:
- Execution of deeper integration between Five9’s CX platform and Google Cloud’s AI services as the partnership evolves
- Adoption of the joint offering among large enterprises operating multi-channel customer engagement environments
- Uptake of Five9 through Google Cloud Marketplace as an additional procurement route
- Expansion of internal use cases for Gemini Enterprise within Five9’s own operations
See the complete press release on the expanded partnership between Five9 and Google Cloud to launch an Enterprise CX AI offering on the Five9 website.
Declaration of generative AI and AI-assisted technologies in the writing process: This content has been generated with the support of artificial intelligence technologies. Due to the fast pace of content creation and the continuous evolution of data and information, The Futurum Group and its analysts strive to ensure the accuracy and factual integrity of the information presented. However, the opinions and interpretations expressed in this content reflect those of the individual author/analyst. The Futurum Group makes no guarantees regarding the completeness, accuracy, or reliability of any information contained herein. Readers are encouraged to verify facts independently and consult relevant sources for further clarification.
Disclosure: Futurum is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of Futurum as a whole.
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Author Information
Keith Kirkpatrick is Research Director, Enterprise Software & Digital Workflows for The Futurum Group. Keith has over 25 years of experience in research, marketing, and consulting-based fields.
He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.
In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.
He is a member of the Association of Independent Information Professionals (AIIP).
Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.
