Official UK procurement notice
Salesforce Service Cloud Voice
Authority: Places for People on behalf of PfP & Anchor Hanover Group (Public body)
What is being bought
Published requirement descriptionPlaces 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.
CPV: Customer Relation Management software development services
The lotProcurement structure
single lot · no lot value publishedLot #1
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Award procedure without prior publication of a call for competition
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Direct award (no call for competition)
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 19 Jan 2026, 21:05 GMT
- Last source update
- 19 Jan 2026, 21:05 GMT
- FTS notice number
2026/S 000-004568- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-060958Find a Tender
- Why no open competition
- The procurement falls outside the scope of application of the directive
- Published justification
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 The Salesforce Open CTI capability is scheduled for retirement, and has been superseded by the Salesforce Service Cloud Voice and Digital Engagement products.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.
Publisher note: To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1007589906 GO Reference: GO-2026119-PRO-34273035
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Salesforce UK Limited | £22,538,948 † | — | Awarded |
Contracts
Contract 004568-2026-1 · Salesforce UK Limited
- Signed
- 16 Jan 2026
- Value
- £22,538,948
- Status
- active
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Cabinet OfficeReview contact point
- High Court of England and WalesMediation bodyReview body
Bidders & participating suppliers
1 commercial party on the notice- Salesforce UK LimitedAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.