New technology will empower hotels to deliver rapid, enhanced customer service at scale
Feb 25, 2025
Amadeus is strengthening its partnership with Salesforce to develop a next-generation hotel service center solution that addresses key challenges in the hospitality industry’s reservations and customer service operations. This new solution integrates Salesforce’s Service Cloud with Amadeus’ core reservation systems and guest interaction tools to streamline call center operations, improve the guest experience, and drive incremental revenue for hotels.
Key takeaways
- Seamless integration: The new service center combines Salesforce Service Cloud with Amadeus’ Central Reservations System (ACRS) and iHotelier solutions for a streamlined booking experience;
- Operational efficiency: Designed to reduce average call times by up to 40%, the system enables call center agents to personalize guest interactions and upsell additional services;
- Revenue growth: Intelligent guest data analytics enable agents to offer context-aware promotions and special packages, increasing incremental revenue opportunities for hotels;
- Scalability: The solution is adaptable to all types of hotels, from boutique properties to global chains, with capabilities ranging from basic reservation management to advanced automation and omnichannel communications;
- Innovation & automation: Amadeus leverages tools such as Agentforce for enhanced agent productivity, automation and case management to improve overall service efficiency;
- Industry collaboration: Executives from both companies emphasize the importance of this partnership in transforming hotel operations and delivering exceptional guest service.
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