Salesforce agrees to acquire Cresta, maker of voice agents for customer service
Salesforce has signed a definitive agreement to acquire Cresta. Its voice agents handle complex service calls end to end for customers including Marriott, Comcast and Alaska Airlines, and the platform coaches human agents in real time. Salesforce did not disclose terms; The Information reports about $2.7 billion. It should close in Salesforce's fiscal 2028 Q1, pending regulatory approval.
Why it matters
Phone calls are where customer service is hardest to get right. Combined with Service Cloud, Cresta lets Salesforce tie each live call to the customer's record and to its outcome.
Sources1
Written by dalao.ai: the title, summary and why it matters are our own words. The original reports are the record; their publishers keep authorship.