{"id":3777,"date":"2026-11-05T13:55:57","date_gmt":"2026-11-05T12:55:57","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=3777"},"modified":"2026-11-05T13:55:58","modified_gmt":"2026-11-05T12:55:58","slug":"salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2026\/11\/05\/salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta\/","title":{"rendered":"Salesforce signe un accord d\u00e9finitif en vue de l\u2019acquisition de Cresta"},"content":{"rendered":"\n

En associant les agents vocaux de Cresta \u00e0 sa plateforme CRM, Salesforce entend relier chaque conversation \u00e0 l\u2019historique du client et \u00e0 des r\u00e9sultats concrets : r\u00e9solution des demandes, fid\u00e9lisation et g\u00e9n\u00e9ration de chiffre d\u2019affaires.<\/em><\/p>\n\n\n\n

Paris, le 4 novembre 2026<\/strong> \u2014 Salesforce, le leader mondial du CRM int\u00e9grant l\u2019IA, annonce avoir sign\u00e9 un accord d\u00e9finitif en vue de l\u2019acquisition de Cresta<\/a>, une plateforme de gestion de l\u2019exp\u00e9rience client con\u00e7ue autour de la voix. Ses agents IA vocaux prennent en charge les appels complexes de bout en bout, tandis que sa plateforme accompagne les conseillers humains et analyse chaque interaction en temps r\u00e9el. Cette acquisition vise \u00e0 r\u00e9unir sur une m\u00eame plateforme la compr\u00e9hension des conversations, la connaissance du client et les moyens d\u2019agir. Avec une ambition : faire de chaque \u00e9change un levier de qualit\u00e9 de service et de performance.<\/p>\n\n\n\n

La voix, au c\u0153ur des moments qui comptent<\/strong><\/h2>\n\n\n\n

C\u2019est souvent au t\u00e9l\u00e9phone que les clients exposent leurs probl\u00e8mes les plus sensibles. La qualit\u00e9 de la r\u00e9ponse se joue alors dans l\u2019instant. Con\u00e7us pour ces situations exigeantes, les agents vocaux de Cresta dialoguent naturellement en temps r\u00e9el, g\u00e8rent les interruptions et prennent en charge d\u2019importants volumes d\u2019appels. De grandes marques, telles que Marriott, Comcast et Alaska Airlines, s\u2019appuient d\u00e9j\u00e0 sur cette technologie.<\/p>\n\n\n\n

Cresta r\u00e9unit agents vocaux et conseillers sur une m\u00eame plateforme. Elle guide les collaborateurs en temps r\u00e9el et permet de tester puis d\u2019am\u00e9liorer les agents IA. Tous r\u00e9pondent aux m\u00eames exigences de qualit\u00e9. Chaque interaction contribue ainsi \u00e0 am\u00e9liorer les suivantes. L\u2019enjeu n\u2019est pas simplement de traiter plus d\u2019appels, mais d’apporter de meilleures r\u00e9ponses.<\/p>\n\n\n\n

De la conversation \u00e0 l\u2019action, sans perdre le fil<\/strong><\/h2>\n\n\n\n

Chaque conversation apporte des informations pr\u00e9cieuses sur les attentes du client. Trop souvent, ces informations restent pourtant isol\u00e9es de leur historique et des outils n\u00e9cessaires pour agir. \u00c0 mesure que les agents vocaux prennent en charge des demandes plus complexes, comprendre ne suffit plus. Il faut pouvoir donner suite.<\/p>\n\n\n\n

Salesforce apporte la connaissance de la relation client et les outils n\u00e9cessaires \u00e0 l\u2019ex\u00e9cution des t\u00e2ches. Cresta apporte sa compr\u00e9hension des conversations et ses agents vocaux capables de passer \u00e0 l\u2019action. Associ\u00e9es \u00e0 Service Cloud, ces capacit\u00e9s permettront de relier chaque \u00e9change \u00e0 l\u2019historique du client et \u00e0 son r\u00e9sultat : une demande r\u00e9solue, un client fid\u00e9lis\u00e9, du chiffre d\u2019affaires g\u00e9n\u00e9r\u00e9.<\/p>\n\n\n\n

Apr\u00e8s la finalisation de l\u2019op\u00e9ration, Cresta continuera de prendre en charge les principales plateformes de centres de contact et de t\u00e9l\u00e9phonie utilis\u00e9es aujourd\u2019hui par ses clients.<\/p>\n\n\n\n

Connecter chaque \u00e9change \u00e0 un r\u00e9sultat<\/strong><\/h2>\n\n\n\n
\n

\u201cC\u2019est au t\u00e9l\u00e9phone que la qualit\u00e9 du service est la plus difficile \u00e0 garantir, mais c\u2019est aussi l\u00e0 qu\u2019elle compte le plus pour les clients\u201d,<\/em> <\/p>\n\n\n\n

d\u00e9clare Kishan Chetan, vice-pr\u00e9sident ex\u00e9cutif et directeur g\u00e9n\u00e9ral d\u2019Agentforce et de Service Cloud chez Salesforce<\/p>\n<\/blockquote>\n\n\n\n

\u201cCresta a d\u00e9velopp\u00e9 des agents vocaux capables de traiter des appels complexes \u00e0 grande \u00e9chelle pour les plus grandes marques mondiales. De plus en plus de demandes sont r\u00e9solues au cours de la conversation elle-m\u00eame. Ensemble, nous serons capables de r\u00e9pondre aux clients, de conduire une conversation avec eux, et de leur fournir un r\u00e9sultat sur une plate-forme unique\u201d.<\/em><\/p>\n\n\n\n

\u201cNotre mission est de faire de chaque interaction client un avantage concurrentiel, gr\u00e2ce \u00e0 un syst\u00e8me d\u2019exploitation agentique unique d\u00e9di\u00e9 \u00e0 l\u2019exp\u00e9rience client. Notre capacit\u00e9 d\u2019innovation nous a permis de concr\u00e9tiser cette ambition aupr\u00e8s de certaines des plus grandes entreprises mondiales\u201d<\/em>, d\u00e9clare Ping Wu, directeur g\u00e9n\u00e9ral de Cresta. \u201cEn associant notre plateforme \u00e0 celle de Salesforce, nous pourrons donner une nouvelle ampleur \u00e0 cette vision. Nous int\u00e9grerons directement l\u2019analyse des conversations en temps r\u00e9el et les exp\u00e9riences agentiques \u00e0 la plateforme de service client de Salesforce\u201d.<\/em><\/p>\n\n\n\n

Relier ce que le client exprime \u00e0 ce qu\u2019on sait de lui<\/strong><\/h2>\n\n\n\n

Cette acquisition vise \u00e0 relier ce que le client exprime \u00e0 ce que l\u2019entreprise sait de lui, puis aux actions qu\u2019elle peut engager pour lui r\u00e9pondre. La voix ne sera ainsi plus un canal \u00e0 part, mais le lien entre la demande et sa r\u00e9solution. Pour que la conversation ne s\u2019arr\u00eate pas aux mots, mais d\u00e9bouche sur des r\u00e9sultats.<\/p>\n\n\n\n

La finalisation de l\u2019op\u00e9ration est attendue au premier trimestre de l\u2019exercice fiscal 2028 de Salesforce. Elle reste soumise aux conditions habituelles, notamment \u00e0 l\u2019obtention des autorisations r\u00e9glementaires requises.<\/p>\n","protected":false},"excerpt":{"rendered":"

En associant les agents vocaux de Cresta \u00e0 sa plateforme CRM, Salesforce entend relier chaque conversation \u00e0 l\u2019historique du client et \u00e0 des r\u00e9sultats concrets : r\u00e9solution des demandes, fid\u00e9lisation et g\u00e9n\u00e9ration de chiffre d\u2019affaires. Paris, le 4 novembre 2026 \u2014 Salesforce, le leader mondial du CRM int\u00e9grant l\u2019IA, annonce avoir sign\u00e9 un accord d\u00e9finitif […]<\/p>\n","protected":false},"author":742,"featured_media":0,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[41],"sf_theme":[401],"sf_topic":[360],"sf_product":[62],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[],"sf_collection":[],"sf_visibility":[],"coauthors":[405],"class_list":["post-3777","sf_press_release","type-sf_press_release","status-publish","hentry","sf_content_type-news-announcements","sf_theme-agentic-ai","sf_topic-agents","sf_product-agentforce"],"yoast_head":"\nSalesforce signe un accord d\u00e9finitif en vue de l\u2019acquisition de Cresta - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2026\/11\/05\/salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce signe un accord d\u00e9finitif en vue de l\u2019acquisition de Cresta\" \/>\n<meta property=\"og:description\" content=\"En associant les agents vocaux de Cresta \u00e0 sa plateforme CRM, Salesforce entend relier chaque conversation \u00e0 l\u2019historique du client et \u00e0 des r\u00e9sultats concrets : r\u00e9solution des demandes, fid\u00e9lisation et g\u00e9n\u00e9ration de chiffre d\u2019affaires. Paris, le 4 novembre 2026 \u2014 Salesforce, le leader mondial du CRM int\u00e9grant l\u2019IA, annonce avoir sign\u00e9 un accord d\u00e9finitif […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2026\/11\/05\/salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:modified_time\" content=\"2026-11-05T12:55:58+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Marion Lariviere\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\\\/\\\/www.salesforce.com\\\/fr\\\/news\\\/press-releases\\\/2026\\\/11\\\/05\\\/salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.salesforce.com\\\/fr\\\/news\\\/press-releases\\\/2026\\\/11\\\/05\\\/salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta\\\/\"},\"author\":[{\"@id\":\"https:\\\/\\\/www.salesforce.com\\\/fr\\\/news\\\/#\\\/schema\\\/person\\\/8a9c51bcdcfacc4c262b6b77e2b3dfef\"}],\"headline\":\"Salesforce signe un accord d\u00e9finitif en vue de l\u2019acquisition de Cresta\",\"datePublished\":\"2026-11-05T12:55:57+00:00\",\"dateModified\":\"2026-11-05T12:55:58+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.salesforce.com\\\/fr\\\/news\\\/press-releases\\\/2026\\\/11\\\/05\\\/salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta\\\/\"},\"wordCount\":800,\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.salesforce.com\\\/fr\\\/news\\\/press-releases\\\/2026\\\/11\\\/05\\\/salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta\\\/\",\"url\":\"https:\\\/\\\/www.salesforce.com\\\/fr\\\/news\\\/press-releases\\\/2026\\\/11\\\/05\\\/salesforce-signe-un-accord-definitif-en-vue-de-lacquisition-de-cresta\\\/\",\"name\":\"Salesforce signe un accord d\u00e9finitif en vue de l\u2019acquisition de Cresta - 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