Wednesday, January 24, 2024

Elevating Contact Center Experiences: Citrix and Amazon Connect

In today’s dynamic and fast-paced world, seamless communication and efficient collaboration are pivotal for thriving businesses. At Citrix, we’ve always aimed to revolutionize the virtual desktop experience to empower organizations with innovative solutions that enhance productivity and streamline operations. This is especially true when Citrix technologies are used to enable contact centers. The employee experience has to be great to achieve great customer experiences. 

This is why we are continuing to support more contact center software. We’re excited to announce a partnership between Citrix and Amazon Connect, ushering in a new era of unparalleled efficiency and performance in contact centers. Let’s take a closer look.

Citrix and Amazon Connect

Our collaboration with Amazon Connect marks a significant milestone in the evolution of virtual desktop software. By offering the Citrix Unified Communications SDK (WebRTC SDK) to Amazon Connect, we’ve synergized our expertise to create an integration that optimizes the contact center environment within Citrix VDI environments.

So, what does this partnership mean for our valued customers?

Imagine a contact center environment where agents seamlessly navigate their tasks within the virtual desktop, now with an optimized and enriched experience. Citrix Unified Communications SDK integration enables Amazon Connect users to experience smoother, lag-free interactions while handling calls and other media-intensive tasks on Citrix environments. 

This is possible because the Unified Communications SDK provides the capabilities to offload audio calls from the VDA to the Citrix Workspace app streamlining real-time communications. This translates into reduced network load and latency and smoother, higher-quality interactions. It also improves VDI scalability and cost savings through optimized resource usage. Ultimately all of this collaboration and all of the enhancements lead to elevated customer satisfaction, driving more revenue for your organization. 

Get Started

This collaboration between Citrix and Amazon Connect isn’t just about groundbreaking technology; it’s about empowering businesses to exceed their potential. We invite you to explore this capability to enable your contact center operations to reach unprecedented efficiency and customer satisfaction. 

At Citrix, we’re dedicated to empowering businesses with tools that transform challenges into opportunities. Join us in embracing this revolutionary partnership and unlock the full potential of your VDI contact center experience with Amazon Connect integrated with our SDK.

from Citrix Blogs

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