Salesforce to Acquire Voice AI Company Cresta in Deal Reportedly Worth $2.7 Billion

CRM has signed a definitive agreement to acquire Cresta, a company that describes itself as the voice-first operating system for customer experience. Cresta's voice agents handle complex customer calls end to end, while its platform coaches human representatives in real time and analyzes every interaction. Salesforce did not disclose a price. The deal is reportedly valued at roughly $2.7 billion, a figure attributed to a person familiar with the plan that Salesforce has not confirmed.

Salesforce says Cresta's platform will be embedded in its customer service platform, so that together with Service Cloud a business can tie each conversation to the customer and to outcomes such as resolution, retention and revenue. After closing, Cresta will keep supporting the contact center and telephony systems customers already use. "Voice is where service is hardest to get right, and where it matters most to customers," said Kishan Chetan, who runs Agentforce and Service Cloud. Cresta CEO Ping Wu said that by uniting with Salesforce, "we will realize our full vision at scale." Unite.AI framed the purchase as giving Salesforce the operational voice layer it wants to connect to Service Cloud's customer history.

The transaction is expected to close in the first quarter of Salesforce's fiscal 2028, which runs from roughly February to April 2027, subject to regulatory approvals and customary conditions. It extends an active run of customer-service deals: Silicon Republic noted Salesforce agreed in June to buy Fin in a deal of about $3.6 billion, after its roughly $8 billion Informatica acquisition in 2025. Points to watch are whether Salesforce confirms terms or the cash and stock mix, how quickly Cresta's voice agents ship inside Service Cloud, and whether the run of acquisitions shows up in service revenue growth.