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Markdown edition

# Salesforce agrees to acquire voice AI company Cresta

> The pending deal would add Cresta’s customer-service voice agents to Salesforce’s portfolio.

By BIGCHANGE.AI Editorial

Published: 2026-11-03T18:45:38.147Z
Updated: 2026-11-03T18:45:38.147Z
Canonical: https://bigchange.ai/blog/salesforce-cresta-voice-ai-acquisition

![Conceptual charcoal illustration of an unbranded call headset and tabletop speakerphone in a sound-treated room.](https://bigchange.ai/api/media/file/grok-voice-support-call-concept-v1.png)
AI-generated conceptual illustration by BIG CHANGE; no actual xAI hardware, API interface, customer call or measured outcome is depicted.

Salesforce has agreed to acquire customer-service AI company Cresta. The deal is expected to close in Salesforce’s fiscal first quarter of 2028, subject to conditions and regulatory approvals.

## The big change

- The purchase would add a voice-focused business to Salesforce’s service portfolio if completed.
- Salesforce says Cresta offers voice agents and real-time guidance for human representatives.
- Cresta describes connecting call audio to AI and transferring conversations to people when needed.

[Salesforce did not disclose a price](https://www.salesforce.com/news/stories/salesforce-signs-definitive-agreement-to-acquire-cresta/?bc=OTH). It describes a future combination with Service Cloud and says Cresta will continue supporting customers’ existing contact-center and telephony platforms after closing.

In a separate [May engineering article](https://cresta.com/blog/the-three-pillars-of-voice-integration-building-hybrid-ai-contact-centers-that-work-with-your-existing-infrastructure), Cresta explains two audio paths. An automated voice agent needs two-way audio to listen and respond, while an assistant for a human representative receives call audio for guidance. Depending on the deployment, connections can use telephone networks or platform-specific streaming. The path is part of how an AI system participates in a call, alongside the model itself.

Cresta also describes transferring a more complex conversation to a person with a summary and customer context. That gives a representative information from the earlier exchange as the call moves through existing contact-center infrastructure. This is Cresta’s account of its existing approach, not an independent test of accuracy or a guarantee that every call can be resolved automatically.

Salesforce separately [agreed in October to acquire Braze](https://www.salesforce.com/news/press-releases/2026/10/20/salesforce-signs-definitive-agreement-to-acquire-braze/?bc=DB), a customer-engagement company, as [BIG CHANGE reported](https://bigchange.ai/blog/salesforce-agrees-acquire-braze-ai-marketing). Cresta focuses on service calls; the announcements concern different transactions.

## Sources

- [Salesforce Cresta agreement](https://www.salesforce.com/news/stories/salesforce-signs-definitive-agreement-to-acquire-cresta/?bc=OTH) — Salesforce announcement of the proposed transaction and conditions.
- [Cresta voice integration](https://cresta.com/blog/the-three-pillars-of-voice-integration-building-hybrid-ai-contact-centers-that-work-with-your-existing-infrastructure) — Cresta engineering account of existing voice transport and handoff.
- [Salesforce Braze agreement](https://www.salesforce.com/news/press-releases/2026/10/20/salesforce-signs-definitive-agreement-to-acquire-braze/?bc=DB) — Separate October acquisition announcement for customer-engagement context.