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Salesforce wants a bigger piece of what happens when a customer picks up the phone. The company said Monday it has signed a definitive agreement to acquire Cresta, a startup whose voice agents resolve complex customer calls end to end and whose software guides human representatives in real time.
Salesforce didn't put a price on the deal. It expects the transaction to close in the first quarter of fiscal 2028, subject to regulatory approvals and other customary conditions. Salesforce's fiscal year starts Feb. 1, which puts that window between February and April 2027.
Cresta's voice agents run at enterprise scale for Marriott, Comcast and Alaska Airlines, Salesforce said, and they're built to hold real-time conversations and handle interruptions. The same platform coaches live reps, tests and tunes the voice agents, and grades both against one quality standard. Salesforce plans to pair it with Service Cloud so that each call is tied to the customer record and to what came of it, whether that's a fix, a saved account or a sale.
"Voice is where service is hardest to get right, and where it matters most to customers," said Kishan Chetan, EVP and GM of Agentforce and Service Cloud at Salesforce. |
