IRVINE, Calif. On October 28, 2026, / PRNewswire / -- AI-first, Amazon Web Services (AWS) Premier Tier Services Partner, Anthropic Preferred Services Partner, and AWS Managed Services Provider Caylent announced today that the company has been rated as a "Product Challenger" in the Information Services Group (ISG) report " ISG Provider Lens ® Amazon Connect Ecosystem 2026".
This report evaluates service providers that assist companies in implementing Amazon Connect, migrating traditional contact centers to the cloud, and adding automated, analytical, and customer interaction capabilities driven by AI on AWS. The selection of Caylent reflects the merging capabilities of Caylent and Pronetx; Pronetx is a company that focuses on Amazon Connect and native customer experience ( CX ); Caylent acquired this company in April 2026.
Caylent is ranked among the top 25 service providers in this global report, alongside some of the largest companies in the industry. ISG also lists Caylent as a company worth watching in next year's research, believing it has the potential to rise to Rising Star or Leader. ISG points out: "The advantage of Caylent in Amazon Connect lies in its ability to modernize contact centers for medium and large enterprises as well as global brands, helping them replace traditional systems with scalable AWS native customer interaction solutions. Its differentiator is combining Amazon Connect expertise with cloud engineering, application modernization, data integration, and generative AI, enabling enterprises to transform their end-to-end CX operations, rather than just migrating voice services."
The report also states: " Caylent empowers Amazon Connect through agile cloud engineering, seamless integration, and the CX solutions of AI-ready, helping companies to innovate more quickly and provide an excellent customer experience."
This research was led by analyst Dr from ISG. Initially, about 100 Amazon Connect service providers were screened, and more than 60 of them were surveyed. ISG rated each service provider based on market reputation, competitive awareness, product portfolio, and strategic strength. The service providers were divided into two quadrants: one focused on the implementation and migration of Amazon Connect, as well as integration with AWS and business systems; the other focused on how service providers can utilize AI to automate services, assist agents, and improve self-service.
Caylent CEO Valerie Henderson stated: " Amazon Connect is no longer just a contact center platform. It is becoming a system that manages the entire customer interaction process for enterprises, and this is precisely the core around which our Customer Experience Transformation services revolve." She said, "When we integrated Pronetx into Caylent, we brought together a team that created some of the largest Amazon Connect-based agentic CX systems in the world. The recognition received by ISG just six months after the acquisition proves that the intelligent transformation of its customer base has already begun to yield results."
ISG Global Chief Analyst and Executive Advisor Dr. Kenn Walters stated: "To be among the top 25 in the global report and to be listed alongside some of the largest companies in the industry is a remarkable achievement." Caylent has been AWS from the beginning, without any proprietary lock-ins, and adopts AI-first methods. This is exactly what buyers in regulated industries and other fields need, and it is also the reason why we will be closely monitoring Caylent in our research next year."
Caylent's Customer Experience Transformation service helps enterprises migrate from traditional contact center platforms to Amazon Connect, and then expands their capabilities through self-service, omnichannel interaction, and intelligent automation driven by AI. This team has been collaborating with them since Amazon Connect was launched in 2017, with deployment scales ranging from 12 agents to over 10,000 agents. The deployment of Caylent handles millions of calls daily and provides nearly 100,000 native agent workspaces for federal, corporate, and public sector customers.
Caylent indicates that most of its cooperation projects adopt a fixed-price model, with clear delivery results and continuous optimization, providing cost certainty for customers in critical infrastructure.
Research by ISG indicates that in this field, managed services and long-term innovative partnerships, rather than just technical deployment, are increasingly becoming the key differentiators for service providers. Caylent offers CxPortal, which is a management tool that supports configuration governance, knowledge base article management, diagnostics, and contact center process analysis. Combined with its cloud and data engineering capabilities, this helps customers build more manageable, resilient contact center environments driven by AI.
Caylent's work in the area of Amazon Connect is also supported by a multi-year strategic cooperation agreement signed with AWS in June 2026. This agreement provides financial support for the transformation of Amazon Connect's customer experience, as well as investments in agentic, AI, and hosting services. Through its Anthropic Consulting & Engineering ( ACE ) business, Caylent will introduce Anthropic's Claude and Amazon Bedrock into the contact center for agentic self-service, real-time agent assistance, automatic quality management, and intelligent routing. This direction is consistent with ISG's judgment of market trends: the market is developing towards agentic capabilities that support proactive interaction and intelligent decision-making, while still retaining human supervision in complex interactions.
Click here to download the report: ISG Provider Lens ® Amazon Connect Ecosystem 2026 Report
About Caylent
Since 2015, Caylent has been accompanying various organizations in their modernization transformation on AWS. The company is a trusted operational partner to its clients, helping them build, operate, and continuously evolve large-scale intelligent systems. As AWS Premier Tier Services Partner, Anthropic Preferred Services Partner, and AWS Managed Services Provider, Caylent has won a total of 10 awards in the categories of Partner, of, the, and Year, including the GenAI, Migration, of, the, Year in 2025. By combining deep AWS professional expertise, proprietary accelerators, and agentic delivery systems, Caylent helps organizations transform their ideas into results more quickly. For more information, please visit caylent.com.
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