Amadeus is deepening its collaboration with Salesforce to introduce a cutting-edge hotel service center solution designed to enhance efficiency and elevate customer service in the hospitality sector.
This next-generation system will merge Salesforce’s Service Cloud capabilities with Amadeus’ Central Reservations Systems and Guest Interaction solutions to revolutionize the global hospitality industry’s approach to guest management and support.
The forthcoming service center is poised to benefit users of the Amadeus Central Reservations System (ACRS) and iHotelier solutions, streamlining the booking experience and optimizing call center operations.
By integrating these technologies, the new tech solution aims to cut average call times by up to 40 percent and enable agents to provide more personalized service. It will also afford them the opportunity to offer guests more comprehensive travel experiences. Beyond room bookings, call center representatives will be equipped to seamlessly add non-room products, such as poolside cabanas and dining reservations, to hotel bookings.
Hoteliers stand to gain significantly from this innovation. The system will empower agents to help increase a property or chain’s incremental revenue by providing them with intelligent, context-aware special packages or customized promotions based on advanced data analytics.
Designed with flexibility in mind, the new service center solution will integrate seamlessly with Salesforce’s Service Cloud for expanded functionality and will be scalable to allow hotels of all sizes to implement the technology at a level that suits their operational needs.
Amadeus also sees the potential of tools like Agentforce to enhance agent productivity and is exploring innovative automation and case management solutions to drive greater operational efficiency.
Whether for a boutique property or a multinational hotel chain, the platform offers everything from basic booking capabilities and guest profile management to advanced automation, case management and omnichannel guest communication.
Brian Landsman, EVP of Global Business Development and Partnerships at Salesforce, remarked, "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 of Hotel IT Solutions at Amadeus, echoed this enthusiasm, stating, "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."
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