Amadeus is enhancing its longstanding collaboration with Salesforce to create a groundbreaking hotel service center solution designed to tackle the most pressing challenges in hospitality’s reservation and customer service sectors. This new technology is currently in development, with a focus on integrating Salesforce’s Service Cloud features with Amadeus’ advanced Central Reservations Systems (CRS) and Guest Interaction tools, ultimately targeting the global hotel industry.
The heart of this innovative service center solution will be aimed at users of Amadeus’ Central Reservations System (ACRS
) and iHotelier® platforms, facilitating a more seamless and simplified booking process for guests. The goal is to reshape the way call center agents assist travelers by streamlining the booking of guest rooms, as well as other non-room services such as pool cabanas and restaurant reservations. With this integration, the solution seeks to cut average call durations by up to 40%, while enabling agents to offer a fully tailored travel experience for each guest, creating more personalized interactions.
Moreover, the system offers hotels the opportunity to boost incremental revenue by leveraging smart, context-driven special packages or exclusive offers. These are based on sophisticated guest data analytics, which provide a deeper understanding of each traveler’s needs and preferences. This approach allows agents to not only provide efficient service but also deliver custom experiences that can lead to increased revenue.
“Building on the success of Amadeus Delphi ® on Salesforce, Amadeus has now selected the Salesforce Platform and Agentforce to scale its new Service Center offering. This ongoing collaboration with Amadeus empowers customer service representatives with the industry‑leading power of Salesforce Service Cloud and Amadeus’ ACRS and iHotelier solutions. We see great potential in continuing to bring innovations to our mutual customers.” Brian Landsman
The flexibility of the new service center is another major highlight, offering hoteliers the ability to seamlessly integrate Salesforce’s Service Cloud into their operations. This flexible solution can scale from basic functionalities, such as booking management and guest profile upkeep, to more advanced features like task automation, case management, and omnichannel communication. Whether for small boutique hotels or large international hotel chains, this enterprise-level solution is designed to cater to a wide range of operational needs.
In addition to these features, Amadeus is investigating innovative ways to automate tasks and manage cases more effectively, potentially resulting in significant operational efficiencies for hotel businesses. With the introduction of solutions like Agentforce, Amadeus is poised to transform agent productivity, streamlining workflows while providing a high level of service quality that meets the evolving demands of the modern traveler.
This next-generation service center is set to redefine how hoteliers interact with guests, blending advanced technology with personalized customer service to elevate the overall guest experience while driving operational efficiency across the hospitality industry.
“We are delighted to expand our partnership with Salesforce to deliver an end‑to‑end solution to help hotels better service their guests while driving bookings and incremental revenue. By creating efficiencies in the management of guests and potential guests, this innovative service center solution will enable exceptional service.” Peter Waters Executive Vice President, Hotel IT Solutions, Hospitality, Amadeus
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