Salesforce周一表示，已签署最终协议收购Cresta，后者的语音代理能够从头到尾处理复杂的客户来电。该交易预计将在Salesforce 2028财年第一季度完成，尚需获得监管批准。
Salesforce has signed a definitive agreement to buy Cresta, whose voice agents handle complex customer calls from start to finish, Salesforce said on Monday. The deal should close in the first quarter of Salesforce’s fiscal year 2028, subject to regulatory approvals.
Salesforce未披露交易价格。据知情人士透露，交易价格为27亿美元，该消息由Valida Pau和Kevin McLaughlin在《The Information》上报道。TNW未能独立核实该数字。
Salesforce did not disclose a price. It agreed to pay $2.7bn, according to a person familiar with the deal, as Valida Pau and Kevin McLaughlin reported for The Information. TNW has not independently verified the figure.
据《The Information》报道，Cresta成立九年，起源于斯坦福大学人工智能实验室。该媒体称，此次收购将增强Salesforce的客户服务业务。
Cresta is nine years old and started out at Stanford University’s AI Lab, The Information reported. The deal builds up Salesforce’s customer service business, the outlet wrote.
语音代理与人工辅导 Cresta自称是面向客户体验的“语音优先操作系统”。Salesforce表示，其语音代理能够进行自然的实时对话并处理打断。万豪、康卡斯特和阿拉斯加航空正在企业级规模上使用这些代理。
Voice agents and human coaching Cresta calls itself a voice-first operating system for customer experience. Its voice agents hold natural, real-time conversations and handle interruptions, Salesforce said. Marriott, Comcast and Alaska Airlines use them at enterprise scale.
同一平台还能在实时通话中指导人工坐席，并分析每一次互动。它还负责培训员工和测试语音代理，对两者施以同一质量标准。
The same platform guides human representatives during live calls and analyses every interaction. It also coaches staff and tests the voice agents, holding both to the same quality standard.
“语音是服务最难做到位、也是对客户最重要的环节，”Salesforce Agentforce和Service Cloud执行副总裁兼总经理Kishan Chetan表示。
“Voice is where service is hardest to get right, and where it matters most to customers,” said Kishan Chetan, EVP and GM of Agentforce and Service Cloud at Salesforce.
Salesforce计划将Cresta整合进Service Cloud（其客户服务软件）。目标是将每一次对话与客户的历史记录及结果相关联，Salesforce将这些结果列为：问题解决、客户留存和收入增长。
Salesforce plans to join Cresta with Service Cloud, its customer service software. The aim is to link each conversation to the customer’s history and to the outcome, which Salesforce lists as resolution, retention and revenue.
Salesforce表示，交易完成后，Cresta将继续支持其客户目前使用的呼叫中心和电话平台。
After the deal closes, Cresta will keep supporting the contact centre and telephony platforms its customers use today, Salesforce said.
“现在，通过将我们的平台与Salesforce结合，我们将大规模实现完整愿景，将实时对话智能和代理式体验直接嵌入Salesforce一流的客户服务平台，”Cresta首席执行官Ping Wu表示。
“Now, by uniting our platform with Salesforce, we will realize our full vision at scale, embedding real-time conversation intelligence and agentic experiences directly into Salesforce’s first-class customer service Platform,” said Ping Wu, chief executive of Cresta.
Cresta 的收购紧随 Salesforce 近期的其他交易之后。该公司于 10 月 20 日同意以 57 亿美元收购 Braze。在 Cresta 交易宣布前几天，Salesforce 宣布计划收购国家安全软件公司 Rune。9 月，Salesforce 完成了对 Fin 的收购。
A run of deals Cresta follows other recent Salesforce deals. It agreed a $5.7bn Braze deal on 20 October. Days before Cresta, it announced plans to buy Rune, a national security software company. In September, Salesforce closed its Fin purchase.