Citrix Media Offloading for Voice Calls
Updated
Introduction
Most Sprinklr Service Voice (CCaaS) customers use Sprinklr directly on their own computers. However, some organizations—especially those with strict security or centralized IT requirements—run agents inside a virtual desktop environment (VDI) like Citrix. In these setups, agents log into a company‑hosted virtual computer rather than using their local device. While this approach improves control and security, it can degrade real-time voice quality because audio is routed through the virtual desktop.
Citrix Media Offloading solves this by letting call audio bypass the VDI and run directly on the agent’s local machine, resulting in clearer, more reliable calls. This approach helps organizations meet compliance requirements while ensuring high quality calls by keeping voice WebRTC data out of the virtual environment entirely.
Through close collaboration with Citrix, Sprinklr aims to deliver a high-performance experience for partners operating in Citrix environments. Check Current Vendor Support for more information.
How it Works
Citrix offers an optimized delivery method for real-time communication applications within VDIs. This approach leverages the Unified Communications SDK (UCSDK) to split the virtualized application into two parts:
User Interface (UI): The user interface remains within the virtual host, displayed seamlessly within the virtual desktop or application window.
Media Engine: The media processing tasks (encoding/decoding audio and video) are offloaded to the user’s local device. This minimizes server load and optimizes network usage.
This images illustrates the Audio Path Without Media Offloading.
The image illustrates the Audio Path With Media Offloading.
Key Benefits
When you are using applications optimized with Citrix UCSDK, you can expect:
Enhanced media processing performance by offloading low latency requiring process like media encoding/decoding from the Citrix Virtual Delivery Agent (VDA) to the client endpoint, increasing overall responsiveness for end users. (eg : This solves problem of “customer hearing delayed or choppy audio“)
Reduced CPU and bandwidth usage on Citrix VDA, allowing IT to support more concurrent users per host and enterprises to scale Citrix virtual desktop deployments cost-effectively.
Lower total cost of ownership for enterprises, as optimized endpoints extend legacy virtual desktop lifespans and reduce host infrastructure needs, thus reducing capital expenditures and operating costs over time.
Broad support across Windows, macOS and Linux endpoints.
Supported Providers
VoiceConnect
SignalWire
Ozonetel
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