AWS and Webex collaborate to improve worker experience

Improve security, cost, and support for contact center agents

At AWS, we obsess over our customers, and delighting customers with excellent service builds trust for any organization. In order for contact center agents in any company to deliver great customer service, IT must provide them with easy access to the tools they need to do their jobs while also protecting sensitive data. Adding to the challenge, IT organizations continue to face pressure to simplify operations, reduce costs, and maximize ROI. Amazon WorkSpaces Thin Client, announced at re:Invent 2023 and validated to work with Webex Contact Center, by Cisco, helps reduce costs, simplify logistics, centralize device management, and accelerate deployment.

Many organizations turn to virtual desktops to reduce end-user computing costs, improve scalability, and enhance security. However, customer service agents still need a device to access their virtual desktops, which creates challenges for IT organizations. Traditional laptops have significantly more power than required for a virtual desktop, run a full operating system, and require additional security and device management software to meet security and compliance requirements. Not only does this increase the management burden on IT, it also results in unnecessarily high costs for endpoint devices, many of which are never returned when employees leave the organization. From a security perspective, traditional end-user devices present risks because they allow local data storage and installation of applications that may lead to data exfiltration. In addition, agents can take hours to set up a new laptop, often requiring assistance to get up and running, making it difficult for IT to focus limited resources on higher-value initiatives.

WorkSpaces Thin Clients provide all the resources needed to support agent virtual desktops, while allowing them to get up and running in just a few minutes. Webex Contact Center, a customizable cloud contact center solution running in AWS, has been validated with WorkSpaces Thin Clients and Amazon WorkSpaces. Cisco peripherals, including headsets and desk cameras, are also validated for WorkSpaces Thin Client, providing a comprehensive solution for contact center agents. Since WorkSpaces Thin Client does not allow unauthorized applications or local storage, customer data is kept secured within Webex Contact Center and off agent devices. From procuring, to shipping, to managing and securing the devices, IT support costs associated with managing remote agents are reduced, while security is improved.

“Webex by Cisco is excited to be the first third-party validated contact center solution to support Amazon Workspaces Thin Client,” said Lorrissa Horton, SVP/GM and Chief Product Officer, Cisco Collaboration. “The new validated capabilities elevate Webex Contact Center and associated Cisco devices to easily and quickly deploy new virtual desktop solutions that lower cost for customers, increase security, and maximize productivity for agents.”

Amazon WorkSpaces Thin Clients and validated Cisco peripherals are now available for purchase at Amazon Business and shipped directly to agents from Amazon. Webex Contact Center can be purchased via Cisco Channel Partners through AWS Marketplace, providing great value and a fast procurement process.

Enhance Webex App performance on Amazon WorkSpaces

For remote workers using Amazon WorkSpaces virtual desktops from a traditional laptop or desktop, Webex has developed a dedicated plugin to enhance audio and video performance in hybrid meetings and live calls using the Webex App. The Webex plugin for Amazon WorkSpaces, running on the host operating system, establishes a secure connection with the Amazon Workspaces desktop session, offloading audio and video processing to the user’s local device. The plugin uses the Desktop Cloud Visualization (DCV) protocol and is available today for Windows, with MacOS compatibility coming soon.

Learn more about this and other recent innovations announced at AWS End User Computing Innovation Day 2023.

Webex Suite can be purchased via Cisco Channel Partners through AWS Marketplace.

For more information on these and other integrations built AWS and Webex customers, visit the Cisco’s AWS Partner website, and the Amazon WorkSpaces website. If you are in Las Vegas this week, come visit the Webex and AWS End User Computing booths at AWS re:Invent 2023 to see the solutions live.

As a 15-year veteran of Amazon, Muneer Mirza is the GM of End User Computing at AWS who is responsible for Amazon WorkSpaces, Amazon AppStream 2.0, Amazon WorkSpaces Web, NICE DCV, and Amazon Silk. Prior to AWS, Muneer worked on Amazon’s consumer websites where he owned availability and performance on Amazon.com, and Amazon’s international websites. Before Amazon, Muneer worked as a performance tester of MSN Messenger.