Cresta

Salesforce announced on 2 November 2026 that it had signed a definitive agreement to acquire Cresta, a company that builds AI for customer service and contact centre teams. Cresta runs voice agents that resolve calls, guides human representatives while a conversation is happening and analyses every interaction on a single platform. The deal is expected to close in the first quarter of Salesforce's fiscal year 2028, subject to regulatory approvals.

Calls resolved by a voice agent

Cresta's AI Agent product automates conversations, and Salesforce describes its voice agents as handling natural, real-time exchanges and interruptions at enterprise scale for brands including Marriott, Comcast and Alaska Airlines. A newer product, Deputy Agent, is presented as a long-running agent that carries work from a customer's stated intent to completion. Cresta's site shows an example of a patient asking about a hospital bill, with the agent checking eligibility, sending a secure upload link and tracking the decision over several hours.

Help for the person on the call

Agentic Assist supports human representatives in real time, with knowledge, summary and guidance agents. Conversation Intelligence analyses every interaction, with an AI Analyst, automation discovery and quality management. Coaching tools include a training simulator, and the platform tests and refines voice agents against the same quality standard as people. Opera, a no-code orchestration engine, ties the pieces together, and the company says the system is built to run on existing contact centre and telephony platforms.

Sectors and results it quotes

Cresta lists use cases in sales, customer care, retention and collections, and industries from airlines and automotive to healthcare, insurance, retail and telecommunications. Its customer stories say Brinks Home cut transfers by 73% and lifted NPS by 30 points, Cox Communications grew revenue per chat by 20% with Agentic Assist, and Aqua Finance raised dollars collected per hour by 61%. United Airlines is also featured.

Scale and what changes with Salesforce

The company's page reports more than $270M raised, more than 600 employees and more than ten team hubs, with offices in Sunnyvale, Toronto, Berlin, Madrid, London, Melbourne and Tokyo. Ping Wu is CEO. Salesforce says that, together with Service Cloud, businesses will connect each conversation to the customer record and to its outcome, and that Cresta will keep supporting the contact centre and telephony platforms its customers use today.

Key facts

Offices: Sunnyvale (California), Toronto, Berlin, Madrid, London, Melbourne, Tokyo People: Ping Wu (CEO) Funding: more than $270M raised Employees: more than 600 Products: AI Agent, Agentic Assist, Conversation Intelligence, Deputy Agent Acquirer: Salesforce, definitive agreement signed 2 November 2026 Expected close: first quarter of fiscal year 2028 Website: cresta.com