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Global Communications Provider

Global Communications Provider: Contact Center Desktops

Problem Statement

The customer has a Contact Center for handling customers contacts. They needed a cloud based solution that can scale globally and provide a secure, cost optimize and performant Windows desktop for agents to take calls and connect to internal applications.

Solution

Implemented and deployed a non-persistent Windows Server 2022 desktop for call center agents using Amazon AppStream 2.0. Global availability provided by deploying AppStream in two AWS region. Scaling Policies helps to optimize cost by adding/removing instances based on capacity. AWS Cloudwatch provides detailed metrics and monitoring of the AppStream fleets.

Outcomes

The non-persistent desktop provided by Amazon AppStream 2.0 delivered performance and scale required by the customer while keeping cost under control.

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