Amadeus service optimizer on Salesforce
Amadeus' service optimizer application will be on Salesforce AppExchange, empowering airlines to connect with their customers, partners and employees in entirely new ways.
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Solutions
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Airlines
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Airports
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Border Authorities
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Corporate Travel & Expense
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Integrations
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Travel Sellers
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Payments & e-invoicing
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Unlocking the power of AI agents in travelIn this whitepaper, Amadeus and Microsoft explore how AI agents and modern data platforms are improving travel at every stage.
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Traveler behavior is changing at every touchpointExplore bold ideas, lead with cutting-edge tech, build powerful partnerships, and contribute to lasting impact.
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Support & Training
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Already a customer?Log into Amadeus Service Hub for product news, learning materials, and customer support.
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Transforming travel with AIOur partnership with Microsoft accelerates our Cloud journey and unlocks new, AI‑powered innovations that strengthen and elevate the travel industry.
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Landmark partnership between Amadeus and Google CloudLearn how this collaboration strengthens Amadeus' multi-cloud approach and AI innovation to improve efficiency, reliability and growth in travel.
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Resources
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Connected journeys: How will technology transform travel in the next decade?From AI-driven planning and biometric check-ins to smarter disruption management.
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Six travel trends that will redefine how we travel in 2026 and beyondAmadeus, in collaboration with Globetrender, unveils the tech, policy and innovation coming to transform the face of travel.
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Company
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About Amadeus
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Careers
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Sustainability (ESG)
Learn how we’re working to make travel a force for good.
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AI at AmadeusDriving integration, scalability, trust and integrity across the travel industry.
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Salesforce
The partnership between Amadeus and Salesforce helps airlines empowering contact center agents to deliver the best customer experience more efficiently.
Salesforce is the world's leading customer relationship management solution that brings companies and customers together through one integrated CRM platform.
Overview
Improve agent productivity and reduce training costs
Airline-specific data and processes embedded within contact Service Cloud to improve agents’ productivity. Reduced training costs with consistent user interface look and feel. Improved agents’ satisfaction leads to better servicing, higher productivity and decreased job attrition. Improved customer experience with reduced average handling time (AHT) and improved first contact resolution.
Benefits
Salesforce Service Cloud
Salesforce is the world's leading customer relationship management solution that brings companies and customers together through one integrated CRM platform.
Service Cloud
Salesforce powers the Airlines Service Center with Service Cloud to help agent resolve cases faster with complete customer insights.
Customer support
Agents are ready to support a customer on any channel the customer feels most comfortable using.
Self‑service portal
Customers have the possibility to find answers themselves by connecting to account information, knowledge articles and step by step instructions, all within a self‑service portal.
Automation
Agents are freed up by automating common, repetitive, multi step tasks to resolve customer issues more efficiently.
Key Features
Better contact center efficiency
Single-sign-on for agents to securely log in to both Salesforce Service Cloud and Amadeus solutions.
Contact Center agents log in just once to Salesforce Service Cloud, linking their Salesforce and Amadeus LSS accounts. From then on, agents can seamlessly access the Amadeus environment providing airline-specific processes and workflows embedded within Service Cloud.
Salesforce Service Cloud component embedded with Amadeus Reservation Desktop Web.
Full featured reservation functionality available within Service Cloud. Seamless data exchange and process deep links across UI panels in contact center user interface.
Salesforce Service Cloud UI components with embedded airline-specific processes and workflows.
Key airline processes are available within Service Cloud for agents to perform servicing actions, removing the need to access separate systems. Workflows are adapted for agents to benefit from a similar look and feel as Service Cloud UI, seamlessly exchanging data with other UI panels.
Videos
Taimur Khan of Salesforce at AES 2019
Taimur Khan, Vice President at Salesforce shares how they are working with Amadeus to create a better travel experience.
Next steps