Salesforce Service Cloud Voice

Location

UNITED KINGDOM

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.

Award Detail

CPV Codes

• 72212445 - Customer Relation Management software development services

Indicators

• Award on basis of price and quality.

Legal 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 The Salesforce Open CTI capability is scheduled for retirement, and has been superseded by the Salesforce Service Cloud Voice and Digital Engagement products.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.

Other Information

To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1007589906 GO Reference: GO-2026119-PRO-34273035