Amazon Connect Adds Audio Optimization for AVD and Windows 365
Agents running virtual desktops on Microsoft's Azure Virtual Desktop or Windows 365 Cloud PC can now redirect audio to their local device when taking calls through Amazon Connect.
Does Amazon Connect support audio optimization on Azure Virtual Desktop or Windows 365?
Yes. As of late July 2026, Amazon Connect supports audio optimization for both Azure Virtual Desktop (AVD) and Windows 365 Cloud PC. When configured, media is redirected from the virtual desktop session to the agent's local device rather than processed in the cloud, which improves audio quality on calls.
How it works
The setup is largely an IT administration task. Admins perform a one-time configuration for their virtual desktop environment, after which the optimization is transparent to agents. Once that configuration is in place, agents simply sign into their AVD or Windows 365 Cloud PC session and begin accepting calls as normal.
Agents can use either the Amazon Connect Customer agent workspace or a custom interface built on Amazon Connect's open-source JavaScript libraries. No special workflow changes are required on the agent side after the initial admin setup.
Where this fits in Connect's VDI support
This release extends existing virtual desktop infrastructure (VDI) coverage that Amazon Connect already offered. The platform previously supported audio optimization for Amazon WorkSpaces, Citrix cloud desktops, and Omnissa cloud desktops. Adding AVD and Windows 365 fills in a notable gap for organizations that have standardized on Microsoft's cloud desktop offerings.
| Virtual Desktop Platform | Audio Optimization Supported |
|---|---|
| Amazon WorkSpaces | Yes (existing) |
| Citrix cloud desktops | Yes (existing) |
| Omnissa cloud desktops | Yes (existing) |
| Azure Virtual Desktop | Yes (new) |
| Windows 365 Cloud PC | Yes (new) |
Availability
The feature is available in all AWS Regions where Amazon Connect Customer is offered, with one exception: AWS GovCloud (US-West) is excluded. Organizations evaluating this capability should confirm their specific region is supported before planning a rollout.
For IT teams managing contact center agents on Microsoft cloud desktops, the practical implication is that call audio no longer has to traverse the virtual desktop's network path. Keeping media local to the agent's physical machine reduces latency and the potential for audio degradation introduced by the virtualization layer.