Salesforce Service Cloud Voice

{
  "id": "004568-2026",
  "tag": [
    "award",
    "contract"
  ],
  "date": "2026-01-19T21:05:04Z",
  "ocid": "ocds-h6vhtk-060958",
  "buyer": {
    "id": "GB-FTS-171881",
    "name": "Places for People"
  },
  "links": [
    {
      "rel": "prev",
      "href": "https://ted.europa.eu/udl?uri=TED:NOTICE:448486-2019:TEXT:EN:HTML"
    }
  ],
  "awards": [
    {
      "id": "004568-2026-1",
      "status": "active",
      "suppliers": [
        {
          "id": "GB-FTS-171882",
          "name": "Salesforce UK Limited"
        }
      ],
      "relatedLots": [
        "1"
      ]
    }
  ],
  "tender": {
    "id": "ocds-h6vhtk-060958",
    "lots": [
      {
        "id": "1",
        "hasOptions": false,
        "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.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "Quality and Technical merit",
              "type": "quality",
              "description": "70"
            },
            {
              "name": "Pricing",
              "type": "cost",
              "description": "30"
            }
          ]
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryLocation": {
          "description": "UNITED KINGDOM"
        },
        "deliveryAddresses": [
          {
            "region": "UK"
          }
        ]
      }
    ],
    "title": "Salesforce Service Cloud Voice",
    "status": "complete",
    "coveredBy": [
      "GPA"
    ],
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "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.",
    "classification": {
      "id": "72212445",
      "scheme": "CPV",
      "description": "Customer Relation Management software development services"
    },
    "procurementMethod": "limited",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Award procedure without prior publication of a call for competition",
    "procurementMethodRationale": "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.",
    "procurementMethodRationaleClassifications": [
      {
        "id": "D_OUTSIDE_SCOPE",
        "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL",
        "description": "The procurement falls outside the scope of application of the directive"
      }
    ]
  },
  "parties": [
    {
      "id": "GB-FTS-171881",
      "name": "Places for People",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UK",
        "locality": "London",
        "postalCode": "WC1X 8QR",
        "countryName": "United Kingdom",
        "streetAddress": "305 Gray's Inn Road"
      },
      "details": {
        "url": "https://www.placesforpeople.co.uk",
        "classifications": [
          {
            "id": "BODY_PUBLIC",
            "scheme": "TED_CA_TYPE",
            "description": "Body governed by public law"
          },
          {
            "id": "06",
            "scheme": "COFOG",
            "description": "Housing and community amenities"
          }
        ]
      },
      "identifier": {
        "id": "PCLC-2366-MYPY",
        "legalName": "Places for People"
      },
      "contactPoint": {
        "email": "ProcurementTeam@placesforpeople.co.uk",
        "telephone": "+44 1772897200"
      }
    },
    {
      "id": "GB-FTS-171882",
      "name": "Salesforce UK Limited",
      "roles": [
        "supplier"
      ],
      "address": {
        "region": "UK",
        "locality": "London",
        "postalCode": "EC2N 4AY",
        "countryName": "United Kingdom",
        "streetAddress": "Floor 26 Salesforce Tower, 110 Bishopsgate"
      },
      "details": {
        "scale": "large"
      },
      "identifier": {
        "id": "05094083",
        "legalName": "Salesforce UK Limited"
      }
    },
    {
      "id": "GB-FTS-1103",
      "name": "High Court of England and Wales",
      "roles": [
        "reviewBody",
        "mediationBody"
      ],
      "address": {
        "locality": "London",
        "postalCode": "WC2A 2LL",
        "countryName": "United Kingdom",
        "streetAddress": "Royal Court of Justice, The Strand"
      },
      "identifier": {
        "legalName": "High Court of England and Wales"
      },
      "contactPoint": {
        "telephone": "+44 2079476000"
      }
    },
    {
      "id": "GB-FTS-137",
      "name": "Cabinet Office",
      "roles": [
        "reviewContactPoint"
      ],
      "address": {
        "locality": "London",
        "postalCode": "SW1A 2AS",
        "countryName": "United Kingdom",
        "streetAddress": "70 Whitehall"
      },
      "identifier": {
        "legalName": "Cabinet Office"
      },
      "contactPoint": {
        "telephone": "+44 2072761234"
      }
    }
  ],
  "language": "en",
  "contracts": [
    {
      "id": "004568-2026-1",
      "value": {
        "amount": 22538947.5,
        "currency": "GBP"
      },
      "status": "active",
      "awardID": "004568-2026-1",
      "dateSigned": "2026-01-16T00:00:00Z"
    }
  ],
  "description": "To view this notice, please click here: \nhttps://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1007589906 GO Reference: GO-2026119-PRO-34273035",
  "initiationType": "tender"
}