Caylent, an Amazon Web Services (AWS) Premier Tier Services Partner, has acquired Pronetx, a customer experience transformation firm with deep specialization in Amazon Connect and AWS native omnichannel solutions. The acquisition extends Caylent’s AI-first services into the customer experience layer, providing organizations with a single AWS partner to design, migrate, operate, and continuously evolve their customer engagement systems.
Quick Intel
"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."
Customer experience is rapidly becoming one of the most impactful AI use cases in the enterprise. As organizations move away from legacy contact center platforms and fragmented point solutions, they require a partner that can embed AI directly into customer workflows at scale.
Pronetx has been aligned with AWS since the launch of Amazon Connect in 2017. The firm has delivered some of the largest and most complex Amazon Connect deployments, including a federal agency migration of 5,000 agents handling over 350,000 daily calls in under 60 days with zero downtime, and the modernization of DC 311 supporting nearly 4,000 agents.
"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."
"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."
The acquisition advances Caylent’s vision of delivering the full intelligent enterprise stack on AWS. Agentic capabilities are now embedded across infrastructure, applications, managed operations, and the customer engagement layer.
Key enhancements include extending Caylent Accelerate™ with an agentic migration framework for contact centers, deploying intelligent AI agents on Amazon Connect that operate with real-time customer context, and integrating Pronetx’s CxPortal for unified multi-region management and operational intelligence.
"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."
About Caylent
As an AWS Premier Tier Services Partner, Caylent is shaping the future where AI transforms industries responsibly and with excellence. We help companies build the solutions they need to succeed in today's market while enabling organizational evolution to thrive in a rapidly changing technology landscape. Our AI-enabled delivery methodology combined with our deep AWS experience turns our customers' ideas into impact, faster. Caylent's achievements include being named 2025 Global Consulting Partner of the Year for GenAI, Migration, and Security, as well as Canadian Consulting Partner of the Year. Previous recognitions include Migration Consulting Partner of the Year, GenAI Industry Solution Partner of the Year, and Industry Partner of the Year – Financial Services in 2024, Application Modernization Partner of the Year in 2023, AWS Innovation Partner of the Year in 2022, and AWS Rising Star Partner of the Year in 2021. Caylent's services include migrations, modernization, managed services, custom software development, and generative AI. Learn more at https://caylent.com/
About Pronetx
Pronetx, Inc. is a boutique customer experience (CX) consulting firm specializing in cloud-based contact center transformation, Amazon Web Services (AWS) technologies, and generative AI-driven solutions. Headquartered in Columbia, Maryland, Pronetx delivers professional services, managed services, and CX SaaS solutions that help organizations modernize and optimize their customer engagement platforms. The company is recognized for its deep expertise in Amazon Connect, with a team that includes early pioneers of the platform. Pronetx supports enterprises and public sector organizations in migrating to the cloud, improving operational efficiency, and enhancing customer experiences at scale. Pronetx has delivered complex, high-volume deployments across industries including healthcare, financial services, and government, enabling tens of thousands of agents and supporting millions of customer interactions. Led by industry veterans with decades of experience in CX and cloud technologies, Pronetx combines technical depth with a specialized, agile approach to help organizations unlock business value through innovation.
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