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Salesforce said on Monday it has signed a definitive agreement to buy Cresta, whose software answers customer calls with voice , coaches human agents during calls and analyzes conversations. Salesforce did not disclose terms; several outlets, following The Information, put the price at about $2.7 billion.
Cresta began at Stanford's AI lab and was founded in 2017 by Sebastian Thrun, Tim Shi and Zayd Enam. Salesforce will fold it into Service Cloud and says Cresta will keep supporting the telephony platforms its customers already use. The deal is expected to close in the first quarter of Salesforce's fiscal 2028, which begins in February 2027.
The buyer is paying for the phone line. Text support has been automated for two years; voice is where the expensive human minutes still are.
Salesforce agrees to buy Cresta, the voice-agent company for call centers
Salesforce said on Monday it has signed a definitive agreement to buy Cresta, whose software answers customer calls with voice agents, coaches human agents during calls and analyzes conversations. Salesforce did not disclose terms; several outlets, following The Information, put the price at about $2.7 billion. Cresta began at Stanford's AI lab and was founded in 2017 by Sebastian Thrun, Tim Shi and Zayd Enam. Salesforce will fold it into Service Cloud and says Cresta will keep supporting the telephony platforms its customers already use. The deal is expected to close in the first quarter of Salesforce's fiscal 2028, which begins in February 2027.
The buyer is paying for the phone line. Text support has been automated for two years; voice is where the expensive human minutes still are. SourcesABB
Sources
- ASalesforce signs definitive agreement to acquire Cresta (Salesforce, not opened)salesforce.com
- BSalesforce acquires startup Cresta for $2.7 billion (The Information, paywalled, not opened)theinformation.com
- BSalesforce adds Cresta to the cart in its 2026 CX shopping spree (CMSWire, not opened)cmswire.com
This story ran in the Morning Brief of November 3rd 2026.