Caylent, a Premier Tier Services Partner of Amazon Web Services (AWS), has revealed that it has bought Pronetx, a company specializing in Amazon Connect and AWS-native omnichannel solutions. This acquisition enhances Caylent’s capability to offer AI-enabled customer experience (CX) transformation. The company is now a one-stop AWS partner for designing migrating operating, and continuously optimizing CX systems.
Thanks to this acquisition, Caylent is able to provide its AI-first services at the customer engagement levela very important aspect of enterprise transformation. With the help of Pronetx’s specialization, customers can now enjoy full capabilities across the AWS ecosystem, right from the infrastructure and applications to intelligent, AI-powered customer interactions.
“The intelligent enterprise is not complete until customer experience catches up. The Pronetx team has focused on solving exactly that problem for some of the most demanding organizations in the world,” said Valerie Henderson, CEO of Caylent. “Bringing their team into Caylent means we can now extend our AI-first services into the customer-facing layer and deliver the full picture on AWS.”
Driving the Shift to AI-Native Customer Experience
As companies move away from their traditional contact center systems and disjointed point solutions, the demand is increasing for partners who can provide intelligent and scalable engagement platforms. This not only involves the integration of AI into the workflows but also facilitating proactive and personalized customer interactions.
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Pronetx has played a key role in this evolution since the launch of Amazon Connect in 2017, supporting complex deployments for Fortune 25 companies, federal agencies, and public sector organizations. Its capabilities span the full CX lifecycle—from migration and modernization to continuous innovation.
“Customer experience is rapidly emerging as one of the most important AI use cases in the enterprise, and Amazon Connect sits at the intersection of cloud, data, and generative AI,” said Pasquale DeMaio, Vice President of Amazon Connect at AWS. “As organizations work to transform customer interactions into lasting relationships, it’s exciting to see Caylent and Pronetx combining to help customers accelerate that transformation.”
Pronetx’s track record includes large-scale implementations such as a federal agency migration involving 5,000 agents and over 350,000 daily calls completed in under 60 days with zero downtime, as well as modernization initiatives like DC 311, which supports nearly 4,000 agents with enhanced service capabilities.
“I spent years at AWS, helping build Amazon Connect from the ground up. I saw firsthand what this technology could do for organizations, and I knew most of them were not getting close to that potential,” said Yasser El-Haggan, Founder and CEO, Pronetx. “That is why we built Pronetx. Joining Caylent gives us the delivery engine and the AWS depth to bring that vision to scale.”
Expanding AI-First Services Across the Enterprise
The acquisition enables Caylent to deliver a fully integrated, AI-native enterprise stack on AWS. This includes infrastructure, application development, managed services, and now customer engagement powered by intelligent automation.
Key enhancements include:
- Accelerated Contact Center Transformation: With the help of a migration framework agentic to migration, Caylent Accelerate not only provides CX modernization but also helps in the assessment of environments, mapping of workflows, and drastically cutting down migration times.
- AI-Driven Customer Engagement: Businesses are able to use Amazon Connect and intelligent agents to take advantage of real-time data of customer and have highly personalized and pro-active communication at a larger level.
- Unified Managed Services: Pronetx’s CxPortal combined with Caylent’s managed services platform results in unified view and ongoing improvement not only CX but entire AWS operations.
“Working with Pronetx has been an exceptional experience. They are true experts in what they do, and they approach every engagement as a real partner,” said Marc Jennings, CIO – Analytics, AI & Customer, TUI Group. “We are excited to see what becomes possible with the full capabilities of Caylent behind them as we continue to evolve how we serve our colleagues and customers.”
Through this acquisition, Caylent reinforces its vision of delivering AI-first services that unify technology, operations, and customer engagement—helping enterprises transition toward more intelligent, scalable, and customer-centric business models.