CRM · News · 20261103N

Acquisition / Partnership / Divestiture

Salesforce, Inc. · 2026-11-03 · Importance 71 · Surprise 60 · In source text

Salesforce agreed to acquire Cresta, a voice AI company focused on customer call handling and agent coaching, for a reported $2.7 billion. The deal is part of Salesforce’s 2026 customer-experience acquisition strategy, which one report said had involved more than $15 billion in martech and CX spending that year. Salesforce plans to integrate Cresta’s voice agents with Service Cloud, and the acquisition is expected to close in Salesforce’s fiscal 2028. Cresta will continue supporting existing telephony platforms, while reports also noted questions about integrating Salesforce’s AI acquisitions and serving Cresta customers using non-Salesforce contact-center environments.

Key facts

• Salesforce agreed to acquire Cresta for a reported $2.7 billion, and the deal is expected to close in Salesforce’s fiscal year 2028. source
• Salesforce’s Cresta acquisition was reported at $2.7 billion. source
• Salesforce’s definitive agreement to acquire Cresta was reported to value Cresta at $2.7 billion. source
• Salesforce agreed to acquire Cresta for a reported $2.7 billion. source
• Salesforce announced a definitive agreement to acquire Cresta, a voice-first operating system for customer experience. source
• Salesforce spent over $15 billion on martech and CX companies in 2026, according to CMSWire. source
• Cresta will continue to support its existing telephony platforms following Salesforce’s acquisition. source
• Salesforce’s Cresta deal was its second multi-billion-dollar customer service market deal of 2026, following its purchase of Fin Inc. source

Impact estimates