# Salesforce to acquire Cresta in a reported $2.7 billion deal

> Cresta makes AI voice agents for customer service. Salesforce says the deal should close in the first quarter of fiscal 2028, pending approvals.

Oossa · 2026-11-03 · https://oossa.com/en/salesforce-to-acquire-cresta-in-a-reported-2-7-billion-deal

Salesforce has agreed to buy Cresta, a company that builds AI software for customer service calls. Salesforce did not disclose the price. SiliconANGLE reports that The Information put the deal at $2.7 billion.

Cresta’s software can handle customer calls and guide human service representatives in real time. Salesforce says Cresta’s voice agents can manage complex, high-volume calls, including conversations with interruptions. It names Marriott, Comcast and Alaska Airlines among companies using the platform. The deal would bring Cresta’s conversation analysis together with Salesforce customer records and Service Cloud, its customer service product.

## What Cresta’s software does

Cresta lets businesses tailor voice agents to particular kinds of requests, such as returns, and set which AI model and compliance rules they use. Its tools can also break a complicated request into smaller tasks for different agents. One of Cresta’s pre-built agents, Deputy, gathers information for complex support cases and brings in the employees needed to resolve them.

The company also sells software that coaches human representatives during calls and tools to test new agents with AI-generated conversations. Salesforce says Cresta will continue supporting the contact center and phone systems its customers already use after the acquisition closes. That means the announced deal does not, by itself, require those customers to switch platforms.

## A second major customer-service purchase

Cresta is Salesforce’s second multibillion-dollar customer-service acquisition this year, according to SiliconANGLE. Salesforce previously agreed to buy Fin, formerly Intercom, for $3.6 billion. It also signed a $5.66 billion deal for marketing company Braze last month.

Salesforce expects the Cresta transaction to close in the first quarter of fiscal 2028, subject to customary closing conditions and regulatory approvals. SiliconANGLE says Salesforce expects the Braze and Cresta deals to close during fiscal 2028, which begins next February. The companies have not said when customers will see Cresta features inside Salesforce products.

## The facts

- Salesforce has signed a definitive agreement to acquire Cresta.
- The Information reported a $2.7 billion price, according to SiliconANGLE; Salesforce did not disclose financial terms.
- Salesforce says the deal is expected to close in the first quarter of fiscal 2028, subject to regulatory approvals.
- Salesforce says Cresta will continue supporting the contact center and telephony platforms its customers use after closing.

## Why it matters

For companies that use Salesforce and Cresta, the deal could eventually connect customer call insights with Salesforce customer records and service tools. The companies have not said when that integration will happen, so customers should not assume the services change before the deal closes.

## Sources & references

1. [Salesforce to buy customer service automation startup Cresta for reported $2.7B](https://siliconangle.com/2026/11/03/salesforce-to-buy-customer-service-automation-startup-cresta-for-reported-2-7b/) – SiliconANGLE, 2026-11-03
2. [Salesforce](https://www.salesforce.com/news/stories/salesforce-signs-definitive-agreement-to-acquire-cresta/?bc=OTH&utm_source=openai) – Salesforce

Last updated: 2026-11-03