Salesforce Agrees to Acquire Voice AI Firm Cresta

Salesforce has agreed to acquire Cresta, a customer-service software company that develops voice agents and tools for coaching human representatives, in a deal expected to expand Salesforce’s support offerings to phone calls. The companies announced the definitive agreement on November 2. Salesforce did not disclose a purchase price. The Information reported the transaction was valued at about $2.7 billion, citing a person familiar with the plan; Salesforce has not confirmed that figure. Cresta’s platform can handle customer calls through automated voice agents and provide real-time guidance to human representatives. It also analyzes interactions and supports testing and improvement of the automated agents, according to the companies. Salesforce plans to pair the technology with Service Cloud, its customer-service product. Salesforce expects the acquisition to close in the first quarter of its fiscal 2028, subject to regulatory approvals and other closing conditions. Salesforce’s fiscal year begins February 1, placing that quarter in February through April 2027. The agreement has not yet been completed. After closing, Cresta will continue supporting the contact-center and...