Amazon Connect adds audio optimization for Azure Virtual Desktop and Windows 365!
Hey everyone, Shii-chan here! I found a contact-center update today, and it's great news for agents working from virtual desktops.
AWS What's New
aws.amazon.com
What was announced?
This one comes from AWS What's New. Amazon Connect now supports audio optimization for agents using Microsoft Azure Virtual Desktop (AVD) or Windows 365 Cloud PC.
The story so far
Until now, Amazon Connect's audio optimization only covered Amazon WorkSpaces, Citrix cloud desktops, and Omnissa cloud desktops. Agents handling calls from a virtual desktop session on Azure Virtual Desktop or Windows 365 Cloud PC weren't part of that list yet.
What changes
Agents using Azure Virtual Desktop or Windows 365 Cloud PC can now take calls directly from their virtual desktop session with audio optimization enabled. IT administrators just need to complete a one-time setup for the virtual desktop environment — after that, agents simply log in as usual and start taking calls.
Dive Deep
Once set up, call audio is redirected from the virtual desktop straight to the agent's local device instead of routing through the virtual desktop session, which is what improves audio quality.
Agents can use the Amazon Connect agent workspace as-is, or take calls from a custom interface they build using open-source JavaScript libraries.
It's available in every AWS Region where Amazon Connect is offered, except AWS GovCloud (US-West).
Wrap-up
- Amazon Connect now supports audio optimization for Azure Virtual Desktop and Windows 365 Cloud PC
- This extends the existing support for Amazon WorkSpaces, Citrix, and Omnissa cloud desktops
- IT admins do a one-time setup, then agents just log in as usual to get the audio quality boost
- Call audio is redirected straight to the agent's local device, which is what improves quality
- Available in every Amazon Connect region except AWS GovCloud (US-West)
- Great news for teams running contact centers across Azure or hybrid cloud environments!
