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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Integration of Email with GDS for travel agents in FocalScope

FocalScope-GDS integration simplifies the lookup and response operations that travel agents have to do on an hourly basis. This greatly reduces human errors resulting from agents manually copying information from the GDS to their email client, and eliminates duplication of effort where agents have to retype excessive amounts of text to answer similar queries from customers.

The information available to agents with which to compile responses is fully customizable, and no special training is required for agents to use the FocalScope-GDS integration--making this one of the most powerful but also one of the easiest features to use in FocalScope.

The FocalScope-GDS integration example in this article uses Amadeus, but the principle is the same for any other GDS / CRS system.


FocalScope-Amadeus integration


Using FocalScope-Amadeus integration

Without FocalScope-Amadeus integration, travel agents are forced to manually look up and transfer relevant information between Amadeus and their email client. This process is laborious, inefficient, and prone to error. In FocalScope, this entire process is streamlined as follows:

  1. Compose a new email or reply 
  2. In the [New Message] window, click the [Amadeus] button far right in the main toolbar
  3. Continued in next section...

Figure 1 - Accessing Amadeus from FocalScope

Compiling a response in Amadeus

In the [Query Amadeus] window, compose a response from the modular components as follows:

  1. First enter the [Amadeus Reservation Number(s)] and click the [Query] button to look up the reservation information in Amadeus
  2. Proceed to formulate a response by ticking the modular elements in the left of the screen that add the associated Amadeus information to the response
    •  Please note, the modular information presented to agents to construct replies from can be customized to suit your company's specific needs
  3. After the desired response has been formulated, click the [Insert] button to add it to the body of the email / reply
  4. Continued in next section...

Figure 2 - Compiling a response using information in Amadeus

The constructed response is written to the email / reply body and is ready for dispatch. It is that simple. All that is left to do is to dispatch the email.

Figure 3 - Final response ready for dispatch

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