Cresta and Salesforce: voice agents and real-time coaching for every customer call.
Cresta is a voice-first platform for customer service. Its voice agents resolve complex calls end to end, and it coaches human agents in real time. Salesforce agreed to acquire Cresta on 2 November 2026. The deal has not closed yet.
What is Cresta, and why did Salesforce buy it?
Phone calls are where customers bring their most urgent problems. Cresta's voice agents hold natural conversations and resolve those calls, while its platform guides human agents during the call and analyses every interaction afterwards. Its customers include Marriott, Comcast and Alaska Airlines.
Salesforce says Cresta will join Service Cloud so every conversation is connected to the customer record and to the outcome. Salesforce expects the deal to close in the first quarter of its fiscal year 2028, subject to regulatory approval.
What Cresta changes for a UK business.
More calls resolved first time
Voice agents handle routine calls, and human agents get guidance on the hard ones.
Every call connected to the customer
What was said on the phone sits on the customer record, not in a separate system.
Consistent quality
Every call is reviewed, not a small sample.
Get ready for Cresta with what Salesforce offers now.
Cresta is not part of Salesforce yet. The groundwork is the same: Service Cloud with a single customer record, omni-channel routing and telephony connected to it. Ignyto builds that, so your service operation is ready for voice AI.
Questions about Cresta and Salesforce
Has Salesforce bought Cresta?
Salesforce signed a definitive agreement to acquire Cresta on 2 November 2026. The deal is subject to regulatory approval and had not closed at the time of writing.
What does Cresta do?
Cresta provides voice agents that resolve customer calls end to end, real-time guidance for human agents and analysis of every customer interaction.
Will Cresta work with our existing phone system?
Salesforce says that after the deal closes Cresta will continue to support the contact centre and telephony platforms its customers use today.
Source: Salesforce newsroom. Details correct at 5 November 2026.
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