Contact centers are critical to your business, and they do more than manage customer questions and issues; they provide valuable insights that help you refine your products and customer strategy. When you think of contact centers, you probably think of the resources you have to support external customers, but your internal employees also need a place to go for help with IT issues. For employees, contact centers should provide immediate assistance to minimize disruptions, so IT issues shouldn’t stand in the way of employee productivity.

Working with globally dispersed teams isn’t without its challenges. We all know the frustration of a bad audio connection or an unresponsive application. But you shouldn’t have to settle for a sub-par experience. With Citrix and Five9, glitchy calls and audio will become a thing of the past, helping you deliver smooth contact center experiences.

New Citrix optimizations

Five9 has officially launched their WebRTC Optimization powered by Citrix Unified Communications SDK. This means Citrix and Five9 customers can now take advantage of a dramatically enhanced experience for Five9 users on Citrix Virtual Apps and Desktops.

This new optimization enables an enhanced agent experience with crystal-clear audio and reduced latency, even in challenging network conditions. Teams often deal with high latency connections and bandwidth limitations due to the nature of their global distribution. Citrix and Five9 tackle these issues head-on. These optimizations are also more than just audio improvements. With smoother interactions and improved application responsiveness, agents can get their work done frustration-free. 

Image is an architecture diagram with an agent endpoint and a VDI server. The Five9 agent application runs in the browser of the VDI server, and the audio is processed on the agent terminal.
Image courtesy of Five9

Deliver cost savings 

These enhancements offer more than just user experience improvements. With optimized resource utilization via the new WebRTC, your VDAs now need less bandwidth and compute resources than ever before. With the new optimization, the call is no longer on the ICA bandwidth. This frees up valuable real estate to be given to other applications and lessens the demand on compute and networking resources. With these optimizations in place, it is easier to scale up environments to support large contact center deployments, without compromising on performance or end-user experience. 

Image shows an architecture diagram. On the data center side, the Citrix VDA uses the Citrix Unified Communications SDK to communicate with the unified communications app. On the user device, the HTX RTC Embedded Media Engine is used to offload audio/visual to the end point.
Citrix Unified Communications architecture

Get started today!

Since the release of the Unified Communications SDK 3.0, we have been working hard to optimize more unified communications vendors.

If you use Five9 in your Citrix environment, you can get started with these new optimizations today! All that is required is a supported Citrix Workspace app and VDA version alongside the configured Five9 applications. Check out the Five9 blog for more information, and get started with the Five9 product documentation.

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