By Rasika Vaidya Kaura, Principal Product Manager – Tech, AWS End User Computing

The Challenge

In today's fast-paced environment, IT teams supporting contact centers face shrinking budgets while trying to meet rising customer expectations, evolving security threats, and managing constant agent turnover. Traditional contact center solutions, burdened by complex hardware and high ongoing maintenance costs, simply can't keep up. It's clear that a better approach is needed.

The Hidden Cost of the Status Quo

Deploying and managing devices and applications for contact center agents across distributed locations is no longer viable. Beyond obvious upfront expenses, hidden costs include:

• Data security risks: Unreturned company-issued laptops can leak sensitive customer data when agents leave the organization
• Operational inefficiencies: Chasing down assets and managing manual processes diverts IT from high-impact strategic initiatives
• Delayed innovation: Outdated and inflexible systems and processes slow down the pace of innovation and adaptation
• Growth constraints: Delays in computing hardware procurement during seasonal spikes can negatively impact scalability and business momentum

These challenges aren't just operational; they are vulnerabilities in an increasingly competitive landscape.

A Better Approach: Secure. Simple. Affordable. Sustainable.

Amazon's all-in-one cloud desktop solution redefines how contact centers provision, secure, and manage agent workstations. Powered by Amazon WorkSpaces Thin Client and integrated with Amazon WorkSpaces and Amazon Connect, this cloud-native solution delivers:

• Built-in security to protect data and minimize risk
• Effortless scalability to meet fluctuating demand without hardware delays
• Centralized IT management for rapid agent onboarding and improved control
• Simple for agents to onboard and quickly access the apps needed to do their jobs
• Lower hardware costs, reducing upfront investment and ongoing expenses
• A sustainable solution that supports corporate sustainability goals

Security First

Security isn't a luxury; it's a necessity. WorkSpaces Thin Client protects data by design.

There's no local data to steal because WorkSpaces Thin Client blocks the download of data to the device or removable storage. Applications and data stay safe in the AWS Cloud, so a lost or stolen device is just an inconvenience, not a security threat. Additionally, IT teams can enforce policies, such as blocking Wi-Fi access and managing device sleep settings, through the AWS Console, keeping every agent desktop secure and compliant.

This is proactive security-built-in from start, not as an afterthought.

Scalable and Simple

Device procurement delays, slow onboarding, and complex device provisioning should never inhibit productivity. With WorkSpaces Thin Client, devices are ordered from Amazon Business and shipped directly to the agent's location. Device setup is intuitive and takes agents only a few minutes to complete: they unbox their WorkSpaces Thin Client device, connect peripherals, log in to their WorkSpaces cloud desktop, and start taking calls with Amazon Connect. No additional IT assistance required.

Whether scaling to support seasonal demand or expanding into new regions, IT can add or remove users in real-time with WorkSpaces and WorkSpaces Thin Clients. No hardware bottlenecks. No rollout delays.

Streamlined Operations and Simplified IT

Managing devices and desktops across regions doesn't have to be complicated. IT can manage the end-to-end solution, including WorkSpaces Thin Client, WorkSpaces, and Connect, centrally through the AWS Console. IT teams onboard agents, push updates, and resolve issues remotely, without ever handling a physical device, resulting in lower operational overhead, faster execution, and more time for strategic initiatives.

Cost-Effective from Day One

Why overspend on traditional laptops and their ongoing maintenance? WorkSpaces Thin Clients start at just $195 per device, delivering cloud desktop access at a fraction of the cost of laptops.

With simple setup and centralized management, organizations cut capital expenditures, lighten IT workload, and unlock budget for innovation.

Amazon delivers everything organizations need to run a secure, scalable, and efficient contact center from day one, without the complexity and costs associated with legacy systems.

A Sustainable Solution

Sustainability is more important than ever. WorkSpaces Thin Client helps organizations reduce their environmental impact and meet their corporate sustainability goals without compromising performance or productivity.

• 77 kg CO₂e total lifecycle carbon emissions (Carbon Trust verified)
• Made with 50% recyclable materials (excluding power adapter and cable)
• Sleep mode conserves energy when idle

It's a smarter, greener choice for a more sustainable workplace.

Ready to Transform Your Contact Center?

The future of contact centers is here. It's time to move beyond outdated solutions and embrace the power of cloud with Amazon. Contact us today for a demo and discover how Amazon's all-in-one solution can help your contact center thrive in an ever-changing business environment.

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ABOUT THE AUTHOR

With over two decades of experience in the technology industry, Rasika Vaidya has worked in diverse roles throughout the product lifecycle, ranging from software development to product management. Her expertise spans across various product domains, including FinTech, AdTech, MarTech, data platforms, and data analytics. Rasika joined Amazon Web Services (AWS) in 2021. She currently works as a Principal Product Manager - Tech in the End User Computing group and launched the Amazon WorkSpaces Thin Client.