Caylent Named a Product Challenger in ISG Provider Lens® Amazon Connect Ecosystem 2026 Report
Caylent Named a Product Challenger in ISG Provider Lens® Amazon Connect Ecosystem 2026 Report
PR Newswire
IRVINE, Calif., Oct. 28, 2026
Recognition follows Caylent's April acquisition of Amazon Connect specialist Pronetx and reflects its AI-first approach to modernizing enterprise contact centers on AWS
IRVINE, Calif., Oct. 28, 2026 /PRNewswire/ -- Caylent, an AI-First Amazon Web Services (AWS) Premier Tier Services Partner, Anthropic Preferred Services Partner, and AWS Managed Services Provider, today announced it has been named a Product Challenger in the ISG Provider Lens® Amazon Connect Ecosystem 2026 Report from Information Services Group (ISG).
The report evaluates providers that help enterprises implement Amazon Connect, migrate legacy contact centers to the cloud, and add AI-powered automation, analytics and customer engagement on AWS. Caylent's placement reflects the combined capabilities of Caylent and Pronetx, the Amazon Connect and AWS-native CX firm Caylent acquired in April 2026.
Caylent placed among the top 25 providers in the global report, alongside some of the largest names in the industry. ISG also identified Caylent as a company to watch in next year's study, with the potential to advance to Rising Star or Leader. ISG highlighted "Caylent's sweet spot in Amazon Connect is complex contact center modernization for mid to large sized enterprises and global brands seeking to replace legacy solutions with scalable, AWS-native customer engagement. Its differentiator is the combination of Amazon Connect expertise with cloud engineering, application modernization, data integration and generative AI, enabling organizations to transform end-to-end CX operations rather than simply migrate voice services."
The report also notes: "Caylent empowers Amazon Connect with agile cloud engineering, seamless integrations, and scalable, AI ready CX solutions that help businesses innovate faster and deliver exceptional customer experiences."
Led by ISG analyst Dr. Kenn Walters, the study started with roughly 100 Amazon Connect providers and surveyed more than 60. ISG rated each on market reputation, competitive awareness, and the strength of its portfolio and strategy. Providers were assessed in two quadrants. AWS Native Integrations covers Amazon Connect implementation, migration, and integration with AWS and business systems. Intelligent Experiences covers how providers use AI to automate service, assist agents and improve self-service.
"Amazon Connect isn't just a contact center platform anymore. It's becoming the system enterprises run their whole customer engagement on, and that's exactly what our Customer Experience Transformation service is built around," said Valerie Henderson, CEO of Caylent. "When we brought Pronetx into Caylent, we joined a team that's built some of the largest agentic CX on Amazon Connect systems in the world. Recognition from ISG just six months after the acquisition validates the shift to intelligence in the customer layer is already producing results."
"Making the top 25 on a global report, on the same graphic as some of the largest names in the industry, is a strong showing," said Dr. Kenn Walters, Global Lead Analyst and Executive Advisor at ISG. "Caylent builds AWS-native from day one, with no proprietary lock-in and an AI-first approach. That's exactly what buyers are asking for, in regulated industries and everywhere else, and it's why Caylent is a company we'll be watching closely in next year's study."
Caylent's Customer Experience Transformation service migrates enterprises off legacy contact center platforms and onto Amazon Connect, then expands their capabilities with AI-powered self-service, omnichannel engagement and intelligent automation. The team has worked with Amazon Connect since the platform launched in 2017, with deployments ranging from 12 to more than 10,000 agents. Caylent's deployments manage millions of calls a day and include nearly one hundred thousand native agent workspace seats across federal, enterprise and public sector customers.
Caylent's engagements are predominantly fixed-price with defined outcomes and ongoing optimization, giving clients cost certainty on mission-critical infrastructure.
ISG's research points to managed services and long-term innovation partnerships, not just technology deployment, as what increasingly separates providers in this space. Caylent offers CxPortal, a management layer supporting configuration governance, knowledge-base article administration, diagnostics and contact-flow analysis. Combined with its cloud and data engineering capabilities, this helps clients develop more manageable, resilient AI-driven contact center environments.
Caylent's Amazon Connect work is reinforced by its multi-year Strategic Collaboration Agreement with AWS, signed in June 2026, which funds investment in Amazon Connect customer experience transformation alongside agentic AI and managed services. Through its Anthropic Consulting & Engineering (ACE) practice, Caylent brings Anthropic's Claude and Amazon Bedrock into the contact center for agentic self-service, real-time agent assistance, automated quality management and intelligent routing. That direction mirrors where ISG sees the market heading, toward agentic capabilities that support proactive engagement and intelligent decision-making while keeping human oversight for complex interactions.
Download a copy of the report here: ISG Provider Lens® Amazon Connect Ecosystem 2026 Report
About Caylent
Since 2015, Caylent has grown alongside organizations modernizing on AWS. It is the operating partner they trust to build, run, and evolve intelligent systems at scale. As an AWS Premier Tier Services Partner, Anthropic Preferred Services Partner, and AWS Managed Services Provider, with ten Partner of the Year Awards including GenAI, Migration, and Security Consulting Partner of the Year in 2025, Caylent combines deep AWS expertise, proprietary accelerators, and an agentic delivery system to move organizations from ideas to impact, faster. Learn more at caylent.com
SOURCE Caylent
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