Salesforce signs definitive agreement to acquire Cresta

Salesforce announced on November 2 that it had signed a definitive agreement to acquire Cresta, an enterprise AI company whose software combines voice agents, real-time guidance for human representatives and conversation analytics. The transaction is expected to close in the first quarter of Salesforce’s fiscal 2028, subject to regulatory approvals and customary closing conditions.

Definitive agreement remains subject to closing

The acquisition has not closed. Salesforce’s announcement establishes the definitive agreement and expected closing window but does not disclose the purchase price or other financial terms.

Several reports published November 3 placed the transaction value at $2.7 billion, based on reporting attributed to a person familiar with the deal. Neither Salesforce nor Cresta confirmed that figure in the reviewed reporting, so the amount remains a reported transaction value rather than a disclosed term.

Cresta adds voice capabilities to Salesforce’s service products

Cresta’s software includes autonomous voice and chat agents designed to resolve calls, conduct real-time dialogue and handle interruptions. It also provides tools for human service representatives, including real-time hints, source-backed answers, structured call summaries and automated scoring of representative behavior.

Salesforce said it plans to integrate Cresta’s voice-first interaction engine into Agentforce and Service Cloud after the transaction closes. Cresta is also expected to continue supporting third-party contact-center platforms.

Salesforce executive vice president and general manager of Agentforce and Service Cloud, Kishan Chetan, said voice was a key reason for the acquisition. Cresta CEO Ping Wu said combining the companies would embed real-time conversation intelligence and agentic experiences into Salesforce’s customer-service platform.

Named enterprise deployments remain separate from the acquisition

Salesforce’s announcement identified Marriott, Comcast and Alaska Airlines as brands running Cresta’s agents. Their deployments confirm use of Cresta’s technology, but the reviewed reporting did not establish that those relationships would result in new Salesforce orders after the acquisition closes.

The source set also described Cresta as an AI-powered contact-center software provider with roughly $100 million in annual recurring revenue, a company-reported figure cited in November 3 coverage. The reported $2.7 billion purchase price was compared with that revenue figure, although no formal valuation multiple was disclosed in Salesforce’s announcement.

Integration plans await completion

Salesforce presented the agreement as an extension of its service-software portfolio, combining Cresta’s voice capabilities with Salesforce’s agents, Service Cloud customer information and workflow tools. The announcement did not provide detailed product roadmaps, pricing, purchase-account transfers or a timetable for customer migration beyond the transaction’s expected closing window.

No cash payment or other consideration component was disclosed in the November 3 reporting reviewed here. Because the agreement remained pending and the financial terms were undisclosed, the available evidence does not establish how any consideration would be paid. The reviewed reporting did not disclose the transaction’s financial terms or identify how any consideration would be paid.