en.Wedoany.com Reported - Caylent has signed a multi-year strategic collaboration agreement with Amazon Web Services, with a focus on investing in three key areas: agentic AI, next-generation managed services, and customer experience transformation. Under the new agreement, Caylent, as an AWS Premier Tier Services Partner, will leverage the experience gained from its acquisition of Pronetx to expand its customer engagement business. Pronetx has deployed over 40,000 native agent workstations, serving Fortune 25 enterprises, federal agencies, and the public sector, managing more than 1 million calls daily. Caylent's new managed service offerings will go beyond traditional infrastructure monitoring, integrating AI services such as Amazon Bedrock AgentCore and AWS DevOps Agents to enable proactive problem-solving and continuous optimization. In the realm of agentic AI, enterprises in financial services, healthcare, and technology—including Glean and Smarsh—have partnered with Caylent to build agentic systems on AWS.
Caylent CEO Valerie Henderson stated that the enterprise AI co-created with AWS represents the real-world form of AI in production, including agentic systems that continuously create value post-launch, customer experiences transformed through Amazon Connect, and managed services that become smarter over time. She noted that this strategic collaboration is a formal expansion of the deepening partnership between the two companies over more than a decade. Dr. Ruba Borno, AWS Vice President of Specialists and Partners, said that Caylent's direction in building agentic AI, managed services, and customer experience aligns with the type of partner that uses AI to compress timelines and embed intelligence into ongoing operations, and that this collaboration will support its scaled investments.
In terms of customer experience transformation, the Caylent team offers a complete transformation solution for migrating from traditional contact centers to agentic customer experiences. For enterprises already using Amazon Connect, Caylent integrates agentic customer engagement capabilities to reduce handling times and improve customer satisfaction. Regarding the scaled application of agentic AI, Caylent helps customers move AI solutions from concept to production in weeks rather than months. Zubin Irani, Vice President of Partners at Glean, stated that building production-grade agentic systems requires deep expertise in AI and the underlying cloud infrastructure, and the Caylent team helped them rapidly move from concept to deployment on AWS AI services. Kamesh Tumsi, Chief Product Officer at Smarsh, also noted that Caylent's agent engineering expertise helped them develop an AI SDLC framework and MLOps best practices, enabling responsible AI innovation at scale.
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