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Genesys Cloud & Five9 Enhance Call Quality on Azure Virtual Desktop

by ailona•

Genesys Cloud and Five9 now support multimedia call redirection on Azure Virtual Desktop and Windows 365, enhancing call quality and reducing latency for contact center agents. This integration boosts productivity, optimizes cloud resources, and empowers hybrid workforces with seamless, high-fidelity communication.

Revolutionizing Contact Center Calls with Azure Virtual Desktop

If you manage contact centers or hybrid teams, clarity and speed in communication are non-negotiable. Microsoft’s latest update now supports Genesys Cloud and Five9 on Azure Virtual Desktop and Windows 365. This means contact center agents get a smoother, more reliable calling experience. The secret? Multimedia call redirection. It optimizes WebRTC calls by sending audio data directly to the user’s local device. As a result, latency drops, call quality improves, and the virtual environment feels like a local setup.
“This enhancement enables a more optimized calling experience for contact center agents using Genesys Cloud or Five9,” explained Marvin Quinzon from Microsoft.

Key Benefits for Tech Professionals

First, multimedia call redirection significantly reduces latency and packet loss. This is crucial for agents who must hear every word clearly to resolve customer issues fast. Secondly, by offloading multimedia processing to the local device, Azure Virtual Desktop session hosts and Windows 365 Cloud PCs free up valuable resources. This leads to better scalability and lower cloud costs for enterprises. Additionally, agents enjoy a seamless experience through the Windows App, which integrates these features effortlessly. Moreover, this technology supports remote and hybrid workforces by ensuring consistent communication quality across locations. Agents can confidently use Genesys Cloud or Five9 from various devices without performance drops. This flexibility boosts productivity and enhances customer satisfaction simultaneously.

Getting Started with Multimedia Call Redirection

To leverage these benefits, ensure your environment uses multimedia call redirection host version 1.0.2507.21006 or higher. The MSI installer is available for download and is included in Windows 365’s gallery image. Also, keep Microsoft Edge or Google Chrome updated on session hosts for optimal performance. Microsoft provides detailed setup guides and documentation for both Genesys Cloud and Five9 integration. For CCaaS developers, certification steps are available to ensure compatibility with this redirection feature.
“Multimedia call redirection provides a versatile solution compatible with most calling apps,” Microsoft notes for developers.
In summary, integrating Genesys Cloud and Five9 with Azure Virtual Desktop and Windows 365 transforms virtual contact center operations. It delivers crystal-clear calls, optimizes cloud resources, and empowers hybrid teams to perform at their best. If you’re looking to enhance your virtual desktop communications, this update is a game-changer. Don’t miss out on the practical benefits it offers your organization today.

Key points from the article:

  • Multimedia call redirection offloads audio processing to local devices, minimizing latency and packet loss for crystal-clear WebRTC calls
  • Improves agent productivity by delivering a near-native calling experience within virtual desktop environments
  • Reduces computational load on Azure Virtual Desktop and Windows 365 Cloud PCs, optimizing cloud infrastructure efficiency
  • Seamlessly integrates with Windows App, enabling unified access to desktops and apps across Microsoft cloud services
  • Supports remote and hybrid contact center teams with consistent, high-quality communication from any supported device

    • From the Windows IT Pro Blog articles