Caylent, based in Irvine, California, has acquired Pronetx, a company from Columbia, Maryland that specializes in Amazon Connect and AWS-based customer experience solutions. The amount of the deal was not disclosed.
With this acquisition, Caylent expands its AI-focused services into customer experience, giving organizations one AWS partner to design, migrate, run, and improve their customer experience systems.
Pronetx has worked closely with Amazon Web Services since Amazon Connect launched in 2017. The company has handled large and complex deployments for major enterprises, government agencies, and public sector organizations. Its work covers the full customer experience journey, from migration and upgrades to ongoing improvement and innovation.
Caylent is expanding its Caylent Accelerate™ platform to improve contact centers. This AI-powered system can quickly assess existing setups, map call flows, test routing, and identify upgrades—reducing migration time from months to weeks. The same approach that speeds up cloud and app transformations is now being used to enhance customer experience systems.
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Together with Pronetx, Caylent also enables smarter customer engagement on Amazon Connect. AI agents can access full customer data in real time, helping deliver faster and more personalized support, either on their own or alongside human agents. With added tools for monitoring and management, organizations get a complete view of operations and continuous improvements over time.
“The intelligent enterprise isn’t complete without strong customer experience. The Pronetx team has been solving this for some of the world’s most demanding organizations,” said Valerie Henderson, CEO of Caylent. “By bringing them into Caylent, we can extend our AI-focused services to customer experience and offer a complete solution on AWS.”
“Customer experience is becoming one of the most important uses of AI in businesses, and Amazon Connect brings together cloud, data, and AI,” said Pasquale DeMaio of Amazon Web Services. “As companies work to improve customer relationships, it’s great to see Caylent and Pronetx joining forces to help speed up that process.”
“I spent years at Amazon Web Services helping build Amazon Connect and saw its full potential, but most organizations weren’t using it fully,” said Yasser El-Haggan, Founder and CEO of Pronetx. “That’s why we started Pronetx. Joining Caylent gives us the scale and expertise to deliver that vision more widely.”
“Working with Pronetx has been a great experience. They are experts and act like true partners in every project,” said Marc Jennings of TUI Group. “We’re excited to see what more can be achieved with the added strength of Caylent as we continue improving how we support our teams and customers.”
About Caylent
As an Amazon Web Services Premier Tier Services Partner, Caylent helps companies use AI to transform their businesses and adapt to a fast changing technology landscape. With strong AWS expertise and an AI driven approach, Caylent supports organizations in building, migrating, and improving their systems quickly and effectively. The company has received multiple awards, including the 2025 Global Consulting Partner of the Year for GenAI, Migration and Security, along with several recognitions in previous years. Its services include cloud migration, modernization, managed services, custom software development, and generative AI solutions.
About Pronetx
Founded in 2014 by Yasser El-Haggan and Mick Shaw, Pronetx is a customer experience consulting firm based in Columbia, Maryland, that specializes in cloud contact center transformation, Amazon Web Services technologies, and AI-driven solutions. The company provides consulting, managed services, and software to help organizations modernize and improve customer engagement, and is especially known for its expertise in Amazon Connect, supporting businesses and public sector teams in moving to the cloud, increasing efficiency, and delivering better customer experiences.
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