Boost contact center efficiency with Amazon WorkSpaces Thin Client (EUC206)

Boosting Contact Center Efficiency using AWS Workspaces and Workspaces Thin Client

Key Takeaways

  • Addressing common challenges faced by contact centers:
    • Ensuring data security
    • Reducing costs
    • Improving agent productivity
    • Enabling sustainability

Contact Center Challenges

  1. Security:

    • Contact center agents access valuable customer data
    • Laptops with local storage pose data breach risks
    • Remote and hybrid work environments increase security concerns
  2. Cost:

    • Corporate-provided laptops can be expensive
    • Shipping, maintenance, and software costs add to the total cost of ownership
  3. Productivity:

    • Agents need reliable voice and video quality for effective customer service
    • Device setup and provisioning can take hours or days
    • IT resource constraints can impact agent productivity
  4. Sustainability:

    • End-user computing environments consume significant energy
    • Laptop life cycles result in e-waste

The Contact Center of the Future

  • Rethinking the contact center agent desktop
  • Moving away from the traditional laptop model

AWS Solutions

  1. Workspaces Thin Client:

    • Secure, easy-to-set-up device starting at $195
    • Seamless integration with AWS Cloud Desktops
  2. AWS Cloud Desktops:

    • Workspaces: Virtual desktops with persistent or non-persistent options
    • Workspaces Secure Browser: Isolated web browser in the AWS Cloud
  3. Amazon Connect:

    • Contact center as a service solution
    • Omnichannel support (voice, video, chat, email)
    • Integration with AI-powered features for agent assistance and performance management

Customer Success Stories

  • Norwegian Cruise Line Holdings:

    • Achieved 75% endpoint cost savings
    • Improved security and simplified hybrid workforce management
  • Sidecar Health:

    • Implemented a more secure and cost-effective contact center solution
    • Conducted user acceptance testing and gradual rollout to agents

Key Benefits

  1. Security: Secure by design with data stored in the cloud, not on endpoints
  2. Cost Efficiency: Reduced hardware, logistics, and management costs
  3. Productivity: Rapid setup and provisioning, optimized for voice and video
  4. Sustainability: Energy-efficient hardware and cloud-based infrastructure

Next Steps

  • Visit the AWS End User Computing booth at the AWS Expo
  • Attend repeat sessions on AWS End User Computing
  • Download the Gartner Magic Quadrant report on Desktop as a Service

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