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Salesforce: Cresta acquisition and voice agents

This dossier follows Salesforce's proposed purchase of Cresta and the planned integration of its voice agents into customer service.

Last updated : 1 key moments
salesforce logo.
Company logo, used for identification. Public domain; PNG rendering. — Salesforce / VulcanSphere / Wikimedia Commons — public domain, PD-textlogo, rendu PNG.

Where things stand

As of 2 November 2026, a definitive agreement has been signed. Completion remains subject to approvals and other customary conditions; the price has not been officially disclosed.

Reported information

Salesforce signs agreement to acquire Cresta's voice AI business

Salesforce announced a definitive agreement on 2 November 2026 to acquire Cresta, a developer of voice AI agents for contact centres. The transaction has not yet closed.

salesforce logo.
Company logo, used for identification. Public domain; PNG rendering. — Salesforce / VulcanSphere / Wikimedia Commons — public domain, PD-textlogo, rendu PNG.

The technology is intended to join Service Cloud, linking conversations to customer records and follow-up actions. Cresta also develops live assistance for human representatives and call-analysis tools.

Salesforce promises continued support for the leading telephony and contact-centre platforms used by Cresta customers. IT Social notes, however, that there is no explicit guarantee covering competing customer relationship management software.

The official purchase price is undisclosed. Completion is expected in the first quarter of Salesforce's fiscal 2028, subject to regulatory approvals and other conditions. That is a target timetable, not a completed acquisition.

Sources 3