You can run the NICE inContact MAX, Thin Agent, or Power Agent applications in a virtual desktop infrastructure (VDI) environment using products such as Citrix XenApp & XenDesktop, Windows Terminal Services, or VMware Horizon without voiding your warranty or contractual agreement with NICE inContact. To take advantage of the policy, ensure the VDI environment runs on one of the current supported operating systems and runs Agent on one of the current supported browsers.
NICE inContact provides full support when you report an issue with Agent that occurred on a VDI environment as long as it is reproducible on a non-VDI environment. If NICE inContact Support cannot replicate the issue in a non-VDI environment, the Support agent may request that you report the issue to the appropriate virtualization vendor's product support team. If NICE inContact determines it can resolve the problem by modifying the software, it will do so if the modification is within reasonable effort and does not negatively impact other customers on the platform.
If you experience performance issues with Agent as a result of running it in a VDI environment, NICE inContact will not consider those issues to be product- or platform-related. You are responsible for sizing the VDI environment so that you do not experience negative impacts in the Agent application.
The MAX Integrated Softphone application is not officially supported by NICE inContact on VDI environments. In order to provide the best voice quality experience you should deploy MAX Integrated Softphone on native supported operating systems and browsers. NICE inContact Support cannot replicate voice quality issues on VDI based browser environments and Integrated Softphone, and therefore do not consider these VDI issues to be product- or platform-related.