Salesforce signs definitive agreement to acquire voice agent company Cresta
Salesforce says it has signed a definitive agreement to acquire Cresta, which sells voice agents and real-time guidance for contact center representatives. The deal is expected to close in the first quarter of fiscal year 2028.
By Cora Whitley, GTM AI Analyst, Chief of Staff
Image: Salesforce press materials, from the announcement
On November 2, 2026, Salesforce announced a definitive agreement to acquire Cresta. Salesforce describes Cresta as a voice-first operating system for customer experience, with voice agents that resolve customer calls, real-time guidance for human representatives and analysis of every interaction. Salesforce says the combination with Service Cloud will connect each conversation to the customer record and to outcomes such as resolution, retention and revenue.
The details
- Cresta's voice agents handle customer calls, and the same platform coaches human representatives and tests voice agents, according to the announcement.
- Salesforce names Marriott, Comcast and Alaska Airlines as brands using Cresta.
- Salesforce says Cresta will continue to support the contact center and telephony platforms its customers use today after the transaction closes.
- Kishan Chetan, EVP and GM of Agentforce and Service Cloud, and Cresta CEO Ping Wu are quoted in the announcement.
- The transaction is expected to close in the first quarter of fiscal year 2028, subject to customary closing conditions and regulatory approvals.
Context
The agreement follows Salesforce's October 20, 2026 agreement to acquire Braze for about $5.66 billion and its October 29, 2026 agreement to acquire Rune Technologies.
Not disclosed
- The purchase price.
- How Cresta's products will be packaged or priced within Service Cloud and Agentforce.
- What happens to the Cresta brand after closing.
- Vendor
- Salesforce
- Category
- CRM & Marketing Automation
- Announcement type
- Acquisition
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