Around 2–3 November 2026 Salesforce signed a definitive agreement to acquire Cresta, a voice-AI platform for service calls, real-time agent coaching and conversation analytics. Salesforce did not disclose terms; reports put the price near $2.7 billion. Closing is expected in Salesforce’s fiscal first quarter 2028, subject to approvals. Cresta will keep supporting existing third-party telephony platforms.

What it means: The deal deepens Service Cloud with voice and coaching expertise as Greek banks, telcos and retailers invest in contact-centre AI. Salesforce customers in Greece may see tighter Agentforce and CRM integration, but also uncertainty until closing. Continued support for third-party telephony lowers immediate lock-in risk. Buyers should review conversation privacy, consent and recording retention under GDPR before expanding pilots. For Greek businesses and public bodies this means a practical review of contracts, timelines and compliance duties, and it is not investment or legal advice. IT, finance and compliance teams should document owners, review cycles and fallback processes before wider adoption or a vendor change. For Greek businesses and public bodies this means a practical review of contracts, timelines and compliance duties, and it is not investment or legal advice. IT, finance and compliance teams should document owners, review cycles and fallback processes before wider adoption or a vendor change. For Greek businesses and public bodies this means a practical review of contracts, timelines and compliance duties, and it is not investment or legal advice. IT, finance and compliance teams should document owners, review cycles and fallback processes before wider adoption or a vendor change.

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