Amadeus Collaborates with Salesforce on Next-Generation Hotel Service Center Solution

Originally published on Amadeus Insights.

Amadeus is expanding its long-standing relationship with Salesforce to develop a next-generation hotel service center solution that addresses critical challenges in the hospitality industry’s reservation and customer service landscape.

With development underway, the technology will integrate Salesforce’s Service Cloud capabilities with Amadeus’ two Central Reservations Systems and Guest Interaction solutions, targeting the global hospitality market.

At its core, the new service center will benefit users of the Amadeus Central Reservations System (ACRS™) and iHotelier® solutions to deliver a simplified booking experience that transforms how call center agents support travelers. By streamlining guest room bookings as well as non-room products—such as pool cabanas and dining reservations—this solution aims to reduce average call times by up to 40% and enable agents to merchandise a complete travel experience while providing more personalized interactions. Additionally, agents can help a hotel company increase incremental revenue for a property or chain by offering intelligent, context-aware special packages or custom offers based on sophisticated guest data analytics.

The service center solution will offer unprecedented flexibility, allowing hoteliers to seamlessly tie into Service Cloud for enhanced functionality while maintaining an adaptable approach that scales from an entry-level solution to more sophisticated implementations. Recognizing the potential of tools like Agentforce to transform agent productivity, Amadeus is exploring innovative approaches to task automation and case management that could deliver significant operational efficiencies.

This flexibility ranges from basic booking and guest profile management to advanced capabilities, including agent task automation, ongoing case management, and omnichannel communications. Small boutique hotels and large international chains can now access enterprise-grade technology tailored to their specific operational requirements.

Brian Landsman, EVP, Global Business Development and Partnerships, Salesforce, says: “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.”

Peter Waters, Executive Vice President, Hotel IT Solutions, Hospitality, Amadeus, adds: “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.”