Caylent Earns Recognition for Transforming Customer Experience with AWS Technologies

Caylent Achieves AWS Amazon Connect Customer Competency

Caylent, a notable Amazon Web Services (AWS) Premier Tier Services Partner, has officially announced its achievement of the AWS Amazon Connect Customer Competency within the Contact Center Transformation category. This commendation underscores Caylent's commitment to enhancing customer experiences across organizations by transitioning them towards AI-driven solutions.

This recognition highlights Caylent's expertise in facilitating a robust migration from outdated contact center systems to innovative environments powered by AI on Amazon Connect. Their proficient track record includes managing over one million daily calls across various sectors, including federal and enterprise deployments. A landmark achievement for Caylent was overseeing one of the largest migrations in U.S. history, where the company transitioned 350,000 daily calls across 5,000 agents to Amazon Connect in a mere 60 days, all without experiencing any downtime.

The AWS Competency Program serves as a valuable resource for businesses seeking to identify AWS Partners with the necessary industry expertise to support their transformation initiatives, particularly in the realm of customer experience. Caylent’s solutions, validated by AWS's rigorous standards, distinguish them as a pioneer in integrating AI capabilities into customer service frameworks.

Caylent’s Customer Experience Transformation solution presents a clear roadmap for enterprises aiming to modernize their contact center capabilities. The foundation of this achievement is rooted in the expertise of Pronetx, an entity Caylent acquired earlier this year. Pronetx's founder, Yasser El-Haggan, who played a key role in the creation of Amazon Connect, leads this initiative. The combined expertise of Caylent and Pronetx equips clients with an unparalleled advantage, not only in transitioning from legacy systems to a modern infrastructure but also in enhancing interactions through intelligent AI agents that possess full customer context in real time.

One notable case study illustrating this transformation involves New York Cancer and Blood Specialists (NYCBS), a prominent community oncology and hematology practice. They collaborated with Caylent to automate critical workflows in their contact center, specifically focused on proactive outreach for Chronic Care Management patients and handling inbound prescription refill requests. By leveraging Amazon Connect, they achieved an astounding 300% enhancement in outreach efficiency, secured 145 patient enrollments in a single day, and established round-the-clock AI-driven access to prescription refills—all while ensuring compliance with HIPAA regulations and alleviating the manual burden on clinical staff.

Val Henderson, CEO of Caylent, shared insights on this achievement, stating, "The intelligent enterprise is not complete until customer experience catches up. You can have the most sophisticated cloud infrastructure and AI capabilities in the world, but if the customer-facing layer is still running on legacy infrastructure from 15 years ago, you haven't finished the transformation."

Continuing this timely dialogue around the significance of modernizing customer interactions, Henderson emphasized the necessity for organizations to integrate advanced, AI-enabled customer experience solutions. Caylent’s accomplishment in obtaining the AWS Amazon Connect Customer Competency exemplifies the hard work and innovative approaches they continuously bring to the realm of customer service technologies. Not only does this lead to improved customer satisfaction, but it has also positioned Caylent as a leader in facilitating digital transformation across industries, ensuring that client interactions are not just up-to-date but also effective, efficient, and tailored to modern needs.

With a rich heritage since 2015, Caylent has evolved into a trusted partner for organizations transforming their systems on AWS. As an AWS Premier Tier Services Partner and a recognized provider in areas including GenAI, migration, and security consulting, Caylent is equipped to accelerate clients' journeys from conventional operations to impactful and intelligent system deployments.