The acquisition will enable Salesforce to expand beyond digital support and into voice-powered support, as it pairs Cresta’s voice agents with its own agents and cloud.
Customer relationship management (CRM) platform Salesforce has announced plans to acquire Cresta, an AI-powered contact centre software company that builds voice agents to address customer needs.
While the value of the deal has yet to be confirmed, it is roughly $2.7bn according to an unknown individual familiar with the plan.
According to Salesforce’s Kishan Chetan, who is the executive vice-president and the general manager of Agentforce and Service Cloud, the voice element of Cresta’s software is one of the drivers of the acquisition.
Salesforce intends to extend its digital support to phone calls by pairing voice agents with Salesforce’s own agents and service cloud.
Commenting on the announcement, Ping Wu, the CEO of Cresta said, “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.
“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 last few years have seen Salesforce take part in several high-profile acquisitions. In June of this year, the company revealed plans to acquireIrish customer agent unicorn Finfor approximately $3.6bn. Also in June, it was announced that the organisation would be buyingContentful, a Berlin-founded digital experience platform, for an undisclosed amount.
Previously in 2025, the organisation acquiredInformatica, an enterprise cloud data management business, in a deal valued at $8bn.
The transaction related to the Cresta acquisition is expected to close in the first quarter of 2028 and is subject to the standard closing conditions.
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Laura Varley is the Careers editor for Silicon Republic
