Salesforce Signs Definitive Agreement to Acquire Cresta
Combination unites advanced voice agents with the world’s #1 CRM, bringing together the customer, the conversation and the outcome
Salesforce today announced it has signed a definitive agreement to acquire Cresta, the voice-first operating system for customer experience. Cresta’s voice agents resolve complex customer calls end to end. Its platform guides human representatives in real time and analyzes every interaction, bringing people and voice agents together on one platform.
Voice is where customers turn for their highest-stakes issues and where service has to go right in the moment. Cresta’s voice agents are built for those calls. They hold natural, real-time conversations, handle interruptions and operate at enterprise scale for leading 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, so every interaction makes the next one better.
Customer conversations hold critical insights, but they’re too often trapped in silos, disconnected from customer context and the tools teams use to act. As voice agents tackle more complex interactions, listening isn’t enough. Businesses must connect every insight to the customer to drive real outcomes. Salesforce brings the customer’s history and the systems to get work done. 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 the outcome it drives: resolution, retention and revenue. 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, Salesforce. “Cresta has built voice agents that handle complex, high-volume calls for some of the world’s largest brands. As more service is resolved in the conversation itself, together we’ll bring the customer, the conversation and the outcome into one place.”
“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. Through unparalleled innovation, we’ve achieved that goal with some of the world’s largest companies,” said Ping Wu, CEO of Cresta. “Now, by uniting our platform with Salesforce, we will realize our full vision at scale, embedding real-time conversation intelligence and agentic experiences directly into Salesforce’s first-class customer service Platform.”
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.
