Salesforce signs agreement to acquire Cresta

Salesforce signed a definitive agreement to acquire Cresta, a deal that would add voice agents and conversation-intelligence tools to its customer-service business. The transaction has not closed.

Salesforce expects the deal to close in the first quarter of its fiscal year 2028, subject to customary closing conditions, including required regulatory approvals. The company plans to combine Cresta’s voice agents and conversation-intelligence tools with Service Cloud, linking customer conversations with account context and business outcomes.

Cresta’s platform is designed to let automated voice agents handle complex calls from start to finish. It also analyzes interactions and gives human contact-center representatives real-time guidance, providing Salesforce with tools for both automated and employee-assisted service.

Salesforce’s announcement did not disclose a purchase price.

After the transaction closes, Salesforce says Cresta will continue supporting the contact-center and telephony platforms its customers use.