VA's $1.6B Salesforce Deal Puts 2026's Government CX Spending Spree in Focus

The Department of Veterans Affairs awarded Salesforce a $1.6 billion, three-year contract to deploy Missionforce CRM, Agentforce AI agents, Slack, and data integration tools across VA operations, targeting a reduction in community care scheduling wait times from 28 days to minutes. The deal reflects a broader government trend of separating CRM/data platforms (Salesforce) from pure contact center software (NiCE, Genesys), with multiple agencies running parallel procurement efforts.

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