A major airline in LATAM modernized its recording management system by adopting a Function‑as‑a‑Service (FaaS) architecture built on AWS.
The client is a leading Mexican airline and one of the most recognized carriers in Latin America, serving millions of passengers across an extensive domestic and international network. As a flagship aviation brand, the airline operates complex customer service, operations, and support systems that must function reliably at scale.
Challenge
The airline handles multiple customer support calls daily, each producing sensitive customer recordings. These audio files must be retained, protected, and made accessible only to authorized personnel for audits, investigations, or legal proceedings.
In addition, the organization needed to prevent unauthorized copying, redistribution, or download of audio files. The solution also needed to enforce strict user authentication, IP‑based access controls, VPN and proxy validation, and end‑to‑end encryption.
The airline required capabilities that would:
- Track and audit all user access to recordings
- Monitor playback activity, including most-accessed recordings
- Restrict copying and downloading to prevent unauthorized redistribution
- Enforce role‑based and license‑based access controls
- Limit playback frequency and set expiration for time‑bound access
- Ensure only authenticated users with unique credentials could retrieve or play recordings
Solution
Orion Innovation modernized the airline’s recording management system by implementing a Function‑as‑a‑Service (FaaS) architecture built on AWS. This serverless approach removed the need for traditional server maintenance, allowing the organization to deploy secure, event‑driven processes at scale. Developers were able to run code without managing underlying AWS infrastructure and cloud-native services.
Orion’s modernization services included:
- Encrypted content storage to protect sensitive audio files
- Comprehensive audit logs for full visibility into access and playback events
- Data archiving using AWS low‑cost storage tiers
- Fast file search and retrieval for compliance and legal teams
- Secure audio playback via streaming, preventing unauthorized redistribution
Impact
By leveraging AWS cloud‑native services, the company transitioned to a highly secure, scalable, and compliant environment designed specifically for sensitive audio management.
The new architecture:
- Improved application scalability through serverless AWS architecture.
- Reduced operational costs with pay‑per‑use cloud resources.
- Enhanced global availability and geolocation support.
- Enabled faster time to market due to simplified cloud‑native development.
- Increased developer productivity by eliminating infrastructure management.
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