Key takeaways
- Salesforce signed a definitive agreement on November 2, 2026 to acquire Cresta, an AI voice-agent company.
- Salesforce did not disclose a price; The Information reports $2.7 billion.
- Closing is expected in the first quarter of Salesforce's fiscal 2028, pending regulatory approvals.
Salesforce said on November 2 that it plans to acquire Cresta, a maker of AI voice agents for contact centers, under a definitive agreement. Salesforce did not give a price. According to The Information, it agreed to pay $2.7 billion.
The deal puts a voice-agent specialist inside Salesforce's customer service business. Phone calls are the hardest part of customer service to automate, and Salesforce is buying a company whose product already handles them.
What Salesforce gets: what Cresta does
Salesforce calls Cresta a "voice-first operating system for customer experience." Its voice agents handle complex customer calls from start to finish. The same platform coaches human agents during live calls, analyzes every conversation, and tests and improves the voice agents.
Salesforce names Marriott, Comcast and Alaska Airlines as Cresta customers. It publishes no figures on call volumes or resolution rates.
What Salesforce plans to do with it
Salesforce says it will combine its customer history and workflow systems with Cresta's conversation analysis and voice agents. Working with Service Cloud, the goal is to tie each conversation to an outcome: whether the issue was resolved, whether the customer stayed, and what revenue followed.
After the deal closes, Cresta says it will keep supporting the contact center and telephony platforms its customers use today. That matters because many Cresta customers run on other vendors' systems.
Kishan Chetan, who runs Agentforce and Service Cloud at Salesforce, said in the announcement: "Voice is where service is hardest to get right, and where it matters most to customers."
Price, timing and open questions
The $2.7 billion figure comes from The Information alone, and neither company has confirmed it. Salesforce expects the deal to close in the first quarter of its fiscal year 2028, subject to customary closing conditions and regulatory approvals. The date for that quarter was not stated in the announcement.
Salesforce has not said whether it will pay in cash or stock, or how much of Cresta's technology will be rebuilt on Agentforce, its own agent platform. Those answers would show whether this is a product purchase or a talent and customer-base purchase.