Salesforce Signs Definitive Agreement to Acquire Cresta

Salesforce said it has signed a definitive agreement to acquire Cresta, described as the voice-first operating system for customer experience. Cresta's voice agents resolve complex customer calls end to end, while its platform guides human representatives in real time and analyzes every interaction. The companies said the combination with Service Cloud will connect conversations to customer history, outcomes, and revenue.

Cresta's voice platform

Cresta's voice agents hold natural, real-time conversations, handle interruptions, and operate at enterprise scale for brands including Marriott, Comcast, and Alaska Airlines. The same platform coaches human representatives, tests and improves voice agents, and holds both to the same standard of quality. Salesforce and Cresta said every interaction should make the next one better.

Connecting conversations to outcomes

Customer conversations hold critical insights, but they are often trapped in silos and disconnected from customer context and the tools teams use to act. Salesforce brings the customer's history and the systems to get work done, while Cresta brings a deep understanding of every conversation and the ability to drive action with voice agents. Together with Service Cloud, businesses will be able to connect every conversation to the customer and to outcomes such as resolution, retention, and revenue.

Closing and continued support

The transaction is expected to close in the first quarter of fiscal year 2028, subject to customary closing conditions, including receipt of required regulatory approvals. After the transaction closes, Cresta will continue to support the leading contact center and telephony platforms its customers rely on today. 'Voice is where service is hardest to get right, and where it matters most to customers,' said Kishan Chetan, EVP and GM of Agentforce and Service Cloud at Salesforce. 'Cresta's mission is to turn every customer interaction into a competitive advantage for our customers through a single agentic operating system for customer experience,' said Ping Wu, CEO of Cresta.

Sources: Salesforce · Techmeme · The Information