Air Canada Modernizes Call Center with Cortex Human Engineering and AWS AppStream 2.0

Air Canada, a major player in the airline industry, aimed to modernize its call center by replacing an on-premises VDI environment with AppStream 2.0, a cloud-based application streaming solution. As part of a strategic collaboration to meet the growing needs of its operations, Air Canada partnered with Cortex Génie Humain and Amazon Web Services (AWS) for this large-scale migration project.

Choose Human Genius Cortex

Air Canada’s decision to partner with Cortex Génie Humain for this migration project was driven by their long-standing relationship of trust and successful collaborations. Cortex’s deep understanding of Air Canada’s unique operational needs, combined with Cortex’s proven expertise in IT modernization, made them the ideal Canadian partner.

The role of Cortex

Cortex Génie Humain played a central role throughout this 18-month project, working closely with Air Canada and the AWS teams. While the AWS Proserve team developed the initial architecture in a non-production environment, Cortex oversaw the complete integration of the solution, including design, production deployment and operational support. This expertise was crucial in a context where AppStream 2.0 represented a new technology in Canada.

A significant impact

This project, critical to Air Canada’s operations, enabled the company to benefit from a more agile and flexible infrastructure. With AppStream 2.0, Air Canada eliminated legacy applications limited by automation, while introducing scalable capabilities adapted to new services. With the help of Cortex, the company was able to achieve the largest integration of AppStream 2.0 in Canada, improving end-user satisfaction and boosting operational efficiency. By adopting this innovative solution, Air Canada has positioned itself as a technology leader in the airline industry, ready to meet future challenges with agility.