Amazon Connect has recently made it simpler to provide top-notch voice experiences in Citrix Virtual Desktop Infrastructure (VDI) settings. By incorporating audio optimization features, Amazon Connect is able to enhance audio quality by minimizing network hops and directing media from agents’ local desktop to Connect. This not only streamlines the agent process but also improves overall audio quality. Agents can seamlessly access their Citrix remote desktop application, such as Citrix Workspaces, and begin taking calls utilizing their personalized agent interface through the Amazon Connect Open Source JavaScript Libraries APIs. This integration allows for a smoother and more efficient communication experience for both agents and customers.
Article Source
https://aws.amazon.com/about-aws/whats-new/2024/01/amazon-connect-audio-optimization-citrix-cloud-desktops/
