Salesforce announced on November 2, 2026 that it had signed a definitive agreement to acquire Cresta, whose platform combines voice agents, assistance for human representatives and conversation analysis. The transaction is expected to close in the first quarter of Salesforce's fiscal 2028, subject to required regulatory approvals and customary closing conditions.
Salesforce described Cresta as a voice-first operating system for customer experience, with Kishan Chetan, executive vice president and general manager of Agentforce and Service Cloud, framing voice as the most difficult and consequential service channel. Cresta CEO Ping Wu said the combination would embed real-time conversation intelligence and agentic experiences directly into Salesforce's customer-service platform.
Salesforce said Cresta's voice agents resolve complex customer calls end to end, hold natural real-time conversations and handle interruptions. The same platform coaches human representatives in real time and analyzes every call, and it will be brought together with Service Cloud. Cresta's voice agents already take customer calls for brands including Marriott, Comcast and Alaska Airlines.
Salesforce did not disclose a price. The Information reported $2.7 billion, citing a person familiar with the deal, against Cresta's $1.6 billion valuation in 2022. That figure has not been confirmed by either company and should not be treated as an official deal value.
Salesforce's post-close commitment is for Cresta to continue supporting the contact-center and telephony platforms its customers already use, signaling an overlay strategy rather than forced platform replacement. Salesforce plans to pair Cresta with Service Cloud so each conversation connects to the customer and to the outcome it drives.
The deal is Salesforce's latest in a run of 2026 AI-related purchases, which already included Fin, Braze, Listen Labs and Contentful. Salesforce has signed ten acquisition agreements this year, with the first seven closed and Braze, Rune Technologies and Cresta still pending as of November 3.
