Introduction

Organizations use Sprinklr Service Voice (CCaaS) either directly on their local computers or within a virtual desktop environment (VDI) such as Azure Virtual Desktop or Citrix. In a VDI setup, agents work inside a company‑managed virtual machine instead of their local device. While this approach strengthens centralized control and simplifies IT management, it can affect real‑time call quality because audio streams pass through the virtual desktop before reaching the agent.

Azure Multimedia Redirection solves this by allowing voice traffic to bypass the VDI entirely. Instead of routing audio through the virtual machine, Azure processes media directly on the agent’s local device. This improves stability, reduces latency, and ensures clearer, more reliable calls, all while supporting compliance requirements by keeping WebRTC media data out of the virtual environment.

How Azure Multimedia Redirection Works

Azure provides an optimized method for delivering real-time communication within virtual desktops. It uses a browser extension for Microsoft Edge or Google Chrome to split the virtualized application into two functional layers:

1. User Interface (UI): The UI stays inside the virtual desktop and appears seamlessly within the agent’s virtual session. No changes to workflow or layout.

2. Media Engine: The media engine, responsible for processing audio and video (including encoding, decoding, and echo cancellation), runs directly on the agent’s local machine.

The following image illustrates the Audio Path Without Media Offloading

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The following image illustrates the Audio Path With Media Offloading

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Key Benefits

​The two key benefits are:

• Improved media performance: Audio and video processing tasks—such as encoding and decoding—run on the agent’s local device instead of inside the virtual desktop. This reduces latency and improves responsiveness, helping prevent issues like customers hearing delayed or choppy audio.

• Lower resource usage and better scalability: Because media processing no longer consumes CPU or bandwidth inside the virtual machine, IT teams can support more concurrent users per host and scale virtual desktop deployments more efficiently.

Supported Providers

• VoiceConnect

• SignalWire

• Ozonetel

• Twilio

• Exotel