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Salesforce Service Cloud Voice

Places for People Group Limited

This public procurement record has 1 release in its history.

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19 Jan 2026 at 21:05

Award Notice
Summary of the contracting process

The procurement process detailed here involves Places for People, a public law body and housing and community amenities organisation. The title of the tender is "Salesforce Service Cloud Voice," classified under "Customer Relation Management software development services." It is a services procurement in the United Kingdom, specifically awarded under a "limited" method as an extension to the current contractual arrangements with Salesforce. According to the document, the procurement stage is complete, with the contract awarded on 16th January 2026 to Salesforce UK Limited for £22,538,947.50. This contract involves acquiring additional software product licences to enhance customer service capabilities.

This tender offers business growth opportunities, particularly for firms specialising in software development and customer relationship management solutions. Companies proficient in integrating voice support, digital engagement, and productivity tools within a CRM framework may find this project to be an excellent collaboration opportunity. However, given the procurement method involving no prior publication and the award already being active, the potential for new entrants is limited in this instance. Nevertheless, this case exemplifies significant opportunities within the technology integration domain for businesses aligned with similar service needs in the public sector.

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Notice Information

Notice Title

Salesforce Service Cloud Voice

Notice 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.

Lot Information

Lot 1

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.

Procurement Information

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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-060958
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/004568-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72212445 - Customer Relation Management software development services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£22,538,947 £10M-£100M

Notice Dates

Publication Date
19 Jan 20267 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Places for People Group Limited
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
WC1X 8QR
Postcode Area
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI36 Camden
Delivery Location
Not specified
Local Authority
Camden
Electoral Ward
King's Cross
Westminster Constituency
Holborn and St Pancras

Supplier Information

Number of Suppliers
1
Supplier Name

SALESFORCE UK LIMITED

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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