Caylent Acquires Pronetx to Expand AWS Customer Experience

Caylent, a leading Amazon Web Services (AWS) Premier Tier Services Partner backed by Gryphon Investors, announces the acquisition of Pronetx, Inc., a boutique customer experience transformation firm specializing in Amazon Connect and AWS native omnichannel solutions. This strategic move enables Caylent to extend its AI-first cloud modernization services into the customer experience domain, offering clients a unified AWS partner for designing, migrating, operating, and continuously evolving intelligent customer engagement platforms.

While the financial terms of the deal remain undisclosed, the acquisition involves a full stake transfer of Pronetx’s business. The integration aims to combine Caylent’s expertise in cloud infrastructure and application modernization with Pronetx’s deep specialization in customer engagement systems built on AWS.

Pronetx, headquartered in Columbia, Maryland, has been closely aligned with AWS since the launch of Amazon Connect in 2017. The firm has supported some of the largest and most complex Amazon Connect deployments, including Fortune 25 enterprises, federal agencies, and public sector organizations. Notable projects include a federal agency migration involving 5,000 agents handling over 350,000 daily calls completed in under 60 days without downtime, and the modernization of DC 311’s contact center supporting nearly 4,000 agents with an intelligent service model.

Valerie Henderson, CEO of Caylent, emphasizes the strategic importance of the acquisition: “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.”

Pasquale DeMaio, Vice President of Amazon Connect at AWS, highlights the market relevance: “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.”

Pronetx’s founder and CEO, Yasser El-Haggan, adds, “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. Joining Caylent gives us the delivery engine and the AWS depth to bring that vision to scale.”

The combined entity now delivers an end-to-end intelligent enterprise stack on AWS, spanning infrastructure, applications, managed operations, and the customer engagement layer where AI meets the end user. Caylent’s AI-native delivery engine, Caylent Accelerate, now incorporates contact center modernization, using an agentic migration framework that programmatically assesses existing AWS contact center environments. This approach compresses migration timelines from months to weeks, achieving 50–75% time savings across cloud migration and application transformation engagements.

Beyond migration, the companies enable deployment of agentic customer engagement capabilities built natively on Amazon Connect. These AI-powered agents operate with full customer context, surfacing history, case data, and interaction intelligence in real time, functioning autonomously or alongside human agents. This shifts organizations from reactive, queue-based service models to proactive, personalized engagement at scale.

Pronetx’s proprietary CxPortal, which extends Amazon Connect with multi-region management, advanced configuration control, and real-time operational intelligence, will be integrated into Caylent’s agentic managed services platform. This integration provides organizations with a unified operational view across customer engagement and broader AWS operations, enabling continuous optimization driven by Caylent engineers.

Marc Jennings, CIO – Analytics, AI & Customer at TUI Group, remarks, “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.”

Caylent’s acquisition of Pronetx strengthens its market position as a comprehensive AWS partner by adding specialized customer experience capabilities. This move aligns with growing enterprise demand for intelligent, scalable customer engagement platforms that embed AI directly into workflows. The integration also offers cross-selling opportunities by combining cloud modernization with advanced customer experience solutions.

Industry observers note that this acquisition accelerates consolidation in the AWS services market, raising competitive pressure on peers to enhance their AI and omnichannel customer engagement offerings. Caylent’s recognized expertise includes multiple AWS Partner awards, such as the 2025 Global Consulting Partner of the Year for GenAI, Migration, and Security, underscoring its leadership in AI-enabled cloud services.

Looking ahead, Caylent plans to integrate Pronetx’s team and technology fully, maintaining service quality and client relationships during the transition. The combined company aims to leverage its expanded capabilities to drive innovation and deliver measurable business value for customers navigating the evolving AWS ecosystem.