Caylent, an Amazon Web Services Premier Tier Services Partner, has acquired Pronetx, a customer experience transformation firm specializing in Amazon Connect and AWS-native omnichannel solutions, to expand its AI-first services into customer engagement.
The acquisition positions Caylent as a unified AWS partner capable of helping organizations design, migrate, operate, and continuously evolve customer experience systems, integrating AI directly into customer-facing workflows. By combining Pronetx’s deep expertise in Amazon Connect with Caylent’s broader AWS capabilities, the company aims to deliver end-to-end intelligent customer engagement solutions.
Pronetx has built a strong reputation for supporting large-scale Amazon Connect deployments across enterprise and public sector organizations, including high-volume environments with thousands of agents and hundreds of thousands of daily interactions. Its work spans the full lifecycle of customer engagement, from migration and modernization to ongoing optimization.
With this acquisition, Caylent extends its AI-native delivery model, embedding agentic capabilities across customer engagement systems. The company’s Accelerate platform will now support contact center transformation, enabling faster migrations and modernization through automated assessment, testing, and optimization processes.
The combined offering also introduces enhanced capabilities on Amazon Connect, including AI-driven customer engagement tools that provide real-time context, interaction intelligence, and personalized service experiences. These tools enable organizations to move from reactive, queue-based models to proactive, intelligent engagement at scale.
Additionally, Pronetx’s CxPortal platform will be integrated into Caylent’s managed services framework, offering unified operational visibility across customer engagement and broader AWS environments, with continuous optimization driven by Caylent’s engineering teams.
The acquisition reflects growing demand for AI-powered customer experience solutions as enterprises shift away from legacy systems and fragmented point solutions toward integrated, cloud-native platforms.
KEY QUOTES:
“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. 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.”
Valerie Henderson, CEO of Caylent
“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. 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.”
Pasquale DeMaio, Vice President of Amazon Connect at AWS
“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. That is why we built Pronetx. Joining Caylent gives us the delivery engine and the AWS depth to bring that vision to scale.”
Yasser El-Haggan, Founder and CEO of Pronetx
“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. 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.”
Marc Jennings, CIO – Analytics, AI & Customer, TUI Group
