Salesforce has announced it will acquire Cresta, a company known for its AI-driven voice agents for contact centres, in a deal reportedly valued at $2.7bn, according to Dealroom. The move aims to pair Cresta’s voice technology with Salesforce’s cloud and agent platforms, broadening the company’s digital support to include phone-based customer service. Kishan Chetan, executive vice-president at Salesforce, said the voice element was central to the deal.
Cresta’s CEO, Ping Wu, said the union would embed real-time conversation intelligence and agentic experiences into Salesforce’s customer service platform. Salesforce has made several acquisitions in recent years, including Fin and Contentful, as it looks to strengthen its position in digital customer engagement. The company also acquired Informatica in 2025 for $8bn.
The Cresta transaction is expected to close in the first quarter of Salesforce’s 2028 fiscal year, subject to standard closing conditions. The deal reflects ongoing consolidation in the AI and customer service software sector, with large firms seeking to build integrated platforms for enterprise clients.
