Amadeus and Salesforce Expand Partnership to Transform Hotel Service Centers
Amadeus is deepening its collaboration with Salesforce to develop a next-generation hotel service center, designed to tackle key challenges in hospitality reservations and customer service.
Currently in development, this innovative solution integrates Salesforce Service Cloud with Amadeus’ Central Reservations Systems and Guest Interaction solutions, targeting the global hospitality market.
Enhancing the Guest Experience and Driving Revenue
At its core, the new service center will elevate the Amadeus Central Reservations System (ACRS™) and iHotelier® by streamlining booking experiences and transforming how call center agents assist travelers. Key benefits include:
- Faster, more efficient guest bookings, including non-room services like pool cabanas and dining reservations.
- Up to 40% reduction in call times, allowing agents to handle more inquiries with greater efficiency.
- Smarter, data-driven upselling, enabling agents to recommend personalized packages and offers based on sophisticated guest analytics.
By leveraging intelligent automation and real-time guest insights, hotels can enhance customer interactions, drive incremental revenue, and deliver more tailored experiences.
A Flexible, Scalable Solution for All Hotel Operators
The new service center is designed for maximum adaptability, enabling hoteliers to seamlessly integrate with Salesforce Service Cloud while scaling from entry-level solutions to advanced implementations.
Capabilities range from basic booking and guest profile management to advanced features such as:
✔ Agent task automation for improved efficiency.
✔ Ongoing case management to ensure seamless guest support.
✔ Omnichannel communications for a unified guest experience.
From boutique hotels to global chains, operators can now access enterprise-grade technology tailored to their needs, boosting both service quality and operational efficiency.
Leveraging AI and Automation to Empower Hotel Agents
Recognizing the potential of Agentforce to enhance productivity, Amadeus is exploring AI-driven automation and intelligent case management to further streamline workflows and optimize customer service operations.
Brian Landsman, EVP, Global Business Development and Partnerships at Salesforce, stated:
“Building on the success of Amadeus Delphi® on Salesforce, Amadeus has chosen the Salesforce Platform and Agentforce to scale its new Service Center offering. This collaboration empowers customer service representatives with the combined power of Salesforce Service Cloud and Amadeus’ ACRS and iHotelier solutions. We see incredible potential in continuing to bring innovations to our mutual customers.”
Peter Waters, Executive Vice President, Hotel IT Solutions at Amadeus, added:
“We’re thrilled to expand our partnership with Salesforce to deliver an end-to-end solution that enhances hotel guest services while driving bookings and revenue. By optimizing guest management and service workflows, this next-generation service center will redefine hospitality operations.”
Tectonic has additional implemented Salesforce Marketing Cloud Engagement with Amadeus for marketing automation.
About Amadeus
Amadeus powers personalized, seamless travel experiences, helping hospitality providers attract, serve, and retain guests. With over 30 years of expertise, Amadeus develops cutting-edge, open software solutions that drive operational efficiency and customer satisfaction.
With a presence in 175+ countries, Amadeus is committed to enabling hotels to create unforgettable guest experiences while maximizing revenue opportunities.
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