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PROCUREMENT OPPORTUNITY

Salesforce Service Cloud Voice

Places for People · award, contract

Tender information last checkedLast checked 5 Oct 2026, 05:21.

Opportunity overview

Places for People intends to procure additional software product licences under its existing Salesforce contract. The requirement includes licences for Salesforce Service Cloud Voice, Digital Engagement, and Agentforce for Service products. These licences will enable enhanced customer service capabilities, including integrated voice support, digital channel engagement, and improved agent productivity tools. The procurement will be carried out as an extension to the current contractual arrangements with Salesforce.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Salesforce UK Limited

Matched by exact name
Contract value
£22.5m
Awarded
Not supplied
Contract signed
16 Jan 2026
Award ID
004568-2026-1
Status
active
Identifier
05094083
Location
London, UK, EC2N 4AY, United Kingdom

Classification

  • CPV72212445 — Customer Relation Management software development services

Lots

  • Places for People intends to procure additional software product licences under its existing Salesforce contract. The requirement includes licences for Salesforce Service Cloud Voice, Digital Engagement, and Agentforce for Service products. These licences will enable enhanced customer service capabilities, including integrated voice support, digital channel engagement, and improved agent productivity tools. The procurement will be carried out as an extension to the current contractual arrangements with Salesforce.Value not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
ocds-h6vhtk-060958
Status
complete
Main Procurement Category
services
Procurement Method
limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Why this procedure was chosen
In recent years, Salesforce has been contracted and extensively deployed into Places for People as a core strategic technology platform, delivering digitisation across our Customer Relationship Management (CRM) and Field Services and Scheduling operations. Under this contract, Places for People benefits from the ‘Salesforce Open CTI’ capability in order to integrate our telephony platform with the Salesforce CRM. The Salesforce Open CTI capability is scheduled for retirement, and has been superseded by the Salesforce Service Cloud Voice and Digital Engagement products. Purchasing these enables Places for People to continue to channel customer communications into the Salesforce environment. A change of supplier is not an option given that Places for People remains in contract to utilise the Salesforce CRM, and other goods or services would be incompatible with this core platform. Further to that, the use of Service Cloud Voice opens up the opportunity for Places for People to substantially automate and improve customer experience through the use of the Salesforce Agentforce for Service product. This AI capability is native to and exclusive within the Salesforce platform. Given that customer communications, business process, business data and customer data is all managed within Salesforce, leveraging an external AI capability would be disproportionately technically difficult to achieve and maintain.

Legal basis

Id
32014L0024
Scheme
CELEX

Classification

Scheme
CPV
Id
72212445
Description
Customer Relation Management software development services

Covered By

GPA

Procedure reasons

Entry 1
Scheme
TED_PT_AWARD_CONTRACT_WITHOUT_CALL
Id
D_OUTSIDE_SCOPE
Description
The procurement falls outside the scope of application of the directive

Lots and requirements

Entry 1
Id
1
Description
Places for People intends to procure additional software product licences under its existing Salesforce contract. The requirement includes licences for Salesforce Service Cloud Voice, Digital Engagement, and Agentforce for Service products. These licences will enable enhanced customer service capabilities, including integrated voice support, digital channel engagement, and improved agent productivity tools. The procurement will be carried out as an extension to the current contractual arrangements with Salesforce.
Has Options
No

Award criteria

Criteria

Criterion 1
Name
Quality and Technical merit
Type
quality
Description
70
Criterion 2
Name
Pricing
Type
cost
Description
30

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UK

Delivery Location

Description
UNITED KINGDOM

Buyer, suppliers and contacts

Organisation 1
Name
Places for People
Id
GB-FTS-171881

Identifier

Legal Name
Places for People
Id
PCLC-2366-MYPY

Address

Street Address
305 Gray's Inn Road
Locality
London
Region
UK
Postal Code
WC1X 8QR
Country Name
United Kingdom

Contact

Telephone
+44 1772897200

Roles

buyer

Details

Classifications

Entry 1
Scheme
TED_CA_TYPE
Id
BODY_PUBLIC
Description
Body governed by public law
Entry 2
Scheme
COFOG
Id
06
Description
Housing and community amenities
Organisation 2
Name
Salesforce UK Limited
Id
GB-FTS-171882

Identifier

Legal Name
Salesforce UK Limited
Id
05094083

Address

Street Address
Floor 26 Salesforce Tower, 110 Bishopsgate
Locality
London
Region
UK
Postal Code
EC2N 4AY
Country Name
United Kingdom

Roles

supplier

Details

Scale
large
Organisation 3
Name
High Court of England and Wales
Id
GB-FTS-1103

Identifier

Legal Name
High Court of England and Wales

Address

Street Address
Royal Court of Justice, The Strand
Locality
London
Postal Code
WC2A 2LL
Country Name
United Kingdom

Contact

Telephone
+44 2079476000

Roles

reviewBody
mediationBody
Organisation 4
Name
Cabinet Office
Id
GB-FTS-137

Identifier

Legal Name
Cabinet Office

Address

Street Address
70 Whitehall
Locality
London
Postal Code
SW1A 2AS
Country Name
United Kingdom

Contact

Telephone
+44 2072761234

Roles

reviewContactPoint

Award information

Award 1
Id
004568-2026-1
Status
active

Related lots

1

Suppliers

Supplier 1
Id
GB-FTS-171882
Name
Salesforce UK Limited

Contracts and changes

Entry 1
Id
004568-2026-1
Award ID
004568-2026-1
Status
active
Date Signed
16 Jan 2026, 00:00

Value

Amount
22,538,947.5
Currency
GBP

Recorded locations

  • Buyer location · London · UK · WC1X 8QR · United Kingdom
  • Delivery location · UK

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. 004568-2026award, contract ·