Amadeus is strengthening its long-standing partnership with Salesforce to develop a next-generation hotel service centre solution, designed to tackle key challenges in the hospitality industry’s reservations and customer service landscape. Currently in development, the new technology will integrate Salesforce’s Service Cloud capabilities with Amadeus’ two Central Reservations Systems and Guest Interaction solutions, bringing an enhanced service offering to the global hospitality market.
At its core, the new service centre will support users of the Amadeus Central Reservations System and iHotelier solutions, delivering a more streamlined and intuitive booking experience. Beyond improving service, the technology is expected to unlock new revenue opportunities for hoteliers. With intelligent, context-aware special offers and custom packages driven by advanced guest data analytics, agents will be able to maximise incremental revenue for properties and hotel chains.
The service centre solution will be highly flexible, allowing hoteliers to integrate seamlessly with Service Cloud while scaling from basic functionality to more sophisticated implementations. By leveraging tools like Agentforce, Amadeus is also exploring new ways to enhance agent productivity through automation and intelligent case management, which could significantly improve operational efficiency. From boutique hotels to large international chains, the platform will cater to businesses of all sizes, offering everything from basic booking and guest profile management to advanced features such as automated agent tasks, ongoing case handling, and omnichannel communications.
A Stronger Partnership for the Future
Building on the success of Amadeus Delphi on Salesforce, this collaboration marks the next step in a shared vision to innovate within the hospitality sector. Brian Landsman, Executive Vice President of Global Business Development and Partnerships at Salesforce, highlighted the impact of this collaboration: “By combining the industry-leading power of Salesforce Service Cloud with Amadeus’ ACRS and iHotelier solutions, we are creating a truly scalable and dynamic service centre offering. We see tremendous potential in continuing to drive innovation for our mutual customers.”
Peter Waters, Executive Vice President of Hotel IT Solutions at Amadeus, echoed this sentiment, emphasising the benefits for hoteliers and guests alike: “We are delighted to expand our partnership with Salesforce to deliver an end-to-end solution that helps hotels enhance guest service while driving bookings and additional revenue. By improving efficiency in managing guest interactions, this innovative service centre solution will set a new standard for exceptional hospitality service.”
As Amadeus and Salesforce continue to refine and develop this cutting-edge solution, the hospitality industry can look forward to a new era of guest service-one that is smarter, more efficient, and tailored to the evolving needs of modern travellers.
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