AWS Premier Tier Services partner Caylent has acquired Amazon Connect consulting specialist Pronetx with bullish integration and customer experience plans.
Amazon Web Services all-star partner Caylent is differentiating itself in the AWS ecosystem with the acquisition of Pronetx, a customer experience consulting firm with next-level Amazon Connect expertise.
In fact, Yasser El-Haggan, Pronetx’s CEO and founder, helped create Amazon Connect when he worked at AWS from 2015 to 2021.
“I spent years at AWS, helping build Amazon Connect from the ground up,” said Pronetx’s CEO, who was AWS’ former worldwide technical leader for Amazon Connect.
“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,” said El-Haggan in a statement. “Joining Caylent gives us the delivery engine and the AWS depth to bring that vision to scale.”
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The deal extends Caylent’s AI-first services into customer experience (CX), offering organizations a single partner to design, migrate, operate, and continuously evolve their CX systems on AWS.
Amazon Connect is AWS’ flagship AI-powered contact center services offering.
Caylent CEO: Enterprises Aren’t ‘Complete Until Customer Experience Catches Up’
Irvine, Calif.-based Caylent is an AWS Premier Tier Services Partner who won AWS’ 2025 global consulting partner of the year for GenAI, migration, and security, as well as Canadian consulting partner of the year.
Pronetx has deep specialization in Amazon Connect and AWS native omnichannel solutions.
Caylent CEO Valerie Henderson said 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 Henderson in a statement. “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.”
Who Is Pronetx?
Pronetx has been closely aligned with AWS since Amazon Connect was launched in 2017.
The Maryland-based customer experience (CX) company has supported large and complex Amazon Connect deployments—serving Fortune 25 enterprises, federal agencies, and public sector organizations.
Pronetx delivers professional services, managed services, and CX SaaS solutions that help organizations modernize and optimize their customer engagement platforms—from migration and modernization to ongoing optimization and innovation.
The company 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.
Pronetx, Caylent And AWS Innovation
The combined Caylent-Pronetx company can now deliver a full intelligent enterprise stack on AWS— from infrastructure and applications to managed operations and the customer engagement layer where AI meets the end user.
Caylent plans to extend its innovative Caylent Accelerate AI-native delivery engine to now span contact center modernization.
Additionally, Caylent and Pronetx will better enable organizations to deploy agentic customer engagement capabilities built natively on Amazon Connect.
Lastly, Pronetx’s CxPortal—which extends Amazon Connect with multi-region management, advanced configuration control, and real-time operational intelligence—will be integrated with Caylent’s agentic managed services platform.
Caylent said what sets this merger apart is how Caylent’s AWS experts deliver agentic capabilities which are embedded across every phase of customer engagement, with engineers accountable for outcomes from day one.
