Salesforce to acquire AI contact‑centre firm Cresta in $2.7bn deal

Salesforce has announced plans to acquire Cresta, an AI‑powered contact‑centre software company, in a transaction reported to be worth about $2.7 billion.

The deal will allow Salesforce to extend its digital support offering into voice‑powered assistance, pairing Cresta’s voice agents with Salesforce’s own agents and Service Cloud platform.

Salesforce executive vice‑president and general manager of Agentforce and Service Cloud Kishan Chetan said the voice capability of Cresta’s software is a key driver of the acquisition.

Cresta CEO Ping Wu added that the merger will embed real‑time conversation intelligence and “agentic experiences” into Salesforce’s customer‑service platform, aiming to turn every interaction into a competitive advantage.

The transaction is expected to close in the first quarter of 2028, subject to standard closing conditions. It follows a series of high‑profile acquisitions by Salesforce, including the June 2024 purchase of Irish customer‑agent unicorn Fin for roughly $3.6 billion and the acquisition of Berlin‑based Contentful.

Source: Silicon Republic. Photo: Mindaugas U / Pexels.