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