Cresta

AI · Customer Service · Voice AI

Acquisition

Salesforce signs deal to acquire voice AI startup Cresta

The purchase marks Salesforce's second customer-service AI deal in two months, following its Intercom close in September.

• Salesforce signed a definitive agreement to acquire Cresta, a voice-first operating system for customer experience, with financial terms undisclosed.
• Cresta's voice agents resolve complex customer calls end to end and coach human representatives in real time, serving enterprise clients including Marriott, Comcast and Alaska Airlines.
• Salesforce plans to pair Cresta's conversation intelligence with Service Cloud, linking every call to the customer record and its outcome: resolution, retention or revenue.
• Cresta will keep supporting the contact center and telephony platforms its customers already use after the deal closes, rather than forcing a migration.
• The deal comes less than two months after Salesforce closed its acquisition of Intercom (rebranded Fin), which resolves 76% of queries across chat, email and voice for over 30,000 companies.
• The transaction is expected to close in Salesforce's fiscal Q1 2028 (roughly February-April 2027), pending regulatory approval and customary closing conditions.
• The back-to-back buys signal Salesforce is racing to own the full spectrum of AI-handled customer conversations, from chat to the phone call, before rivals lock in enterprise contact centers.