Cortex and AWS successfully lead the modernization of Air Canada’s call center to AppStream 2.0

In a strategic collaboration aimed at modernizing its operations and meeting the growing needs of its business, Air Canada, a major player in the airline industry, partnered with Cortex Génie Humain and Amazon Web Services (AWS) for a large-scale migration project. The main objective of the project was to modernize the company’s call center by transitioning from an on-premises VDI environment to AppStream 2.0, a cloud-hosted application streaming solution.

This 18-month project was critically important for Air Canada, given its direct impact on its business operations. AppStream 2.0 provides Air Canada with a key advantage: the ability to scale flexibly and elastically, freeing itself from outdated applications that lacked automation and couldn’t accommodate new services.

The migration process was structured into several crucial stages, marked by close collaboration between the Cortex, AWS Professional Services, and Air Canada teams. The AWS Proserve team developed the high-level solution and design in a non-production environment. Cortex then handled the integration of AppStream, with responsibility for design, production deployment, and ongoing operational support for Air Canada.

This project was carried out in a complex environment, where the AppStream 2.0 service represented new technology in Canada, both in terms of solution design and implementation. Cortex was able to leverage its expertise in end-user management to make the solution functional and tailored to Air Canada’s high expectations. A deep understanding of the user experience was crucial to delivering a solution appreciated by its users.

Overall, this project demonstrates the successful partnership between Cortex and AWS, which helps expand cutting-edge solutions in the field of infrastructure modernization and IT operations. The implementation of AWS AppStream 2.0 at Air Canada represented the largest integration in Canada for AWS. By adopting this innovative solution, Air Canada clearly affirmed its commitment to leveraging advanced technologies to meet the evolving needs of its business and customers. This initiative reflects Air Canada’s commitment to technological innovation. By modernizing its call center with AppStream 2.0, Air Canada is ready to tackle future challenges in a more agile manner.