Caylent and AWS Forge Strategic Partnership for AI Innovation and Cloud Operations

In an era where artificial intelligence is increasingly becoming a key driver for business transformation, Caylent has taken a significant step by announcing a multi-year Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS). This initiative aims to enhance AI capabilities, optimize customer experiences, and improve cloud operations over the coming years.

About Caylent and AWS Collaboration

Caylent, recognized as an AWS Premier Tier Services Partner, has invested notably in three crucial areas: agentic AI, next-gen managed services, and customer experience transformation through Amazon Connect. Valerie Henderson, CEO of Caylent, emphasized the importance of this collaboration, stating, “What Caylent and AWS are building together is what enterprise AI actually looks like in production.” This partnership is not just a formal agreement but an expansion that builds upon a decade of partnership between the two companies.

As organizations continue to evolve their operations and embrace AI technologies, there is a surge in demand for partners who can seamlessly transition AI applications from concepts to practical solutions. Dr. Ruba Borno, VP of AWS Specialists Partners, noted Caylent's role in this new class of partnership—one that emphasizes long-term value through intelligent operations.

Transforming Customer Experience with Amazon Connect

Under this new collaboration, Caylent will be enhancing its customer engagement practice, which has already seen significant growth after the acquisition of Pronetx—a firm specializing in customer experience transformation with a strong foothold in Amazon Connect solutions. Pronetx has successfully deployed over 40,000 native agent workspaces, managing around one million calls daily for some of the largest Fortune 25 companies and federal agencies.

Caylent’s Amazon Connect team aims to provide a comprehensive transformation, moving from traditional contact centers to advanced agentic customer experiences. For organizations already utilizing Amazon Connect, Caylent plans to introduce capabilities that streamline customer interactions and improve overall satisfaction.

Innovating Cloud Operations with a New Managed Services Model

Leveraging over ten years of expertise from its previous acquisition of Trek10, Caylent will implement a forward-looking managed services model that goes beyond just monitoring and incident management. This innovative approach will focus on proactive resolutions and continuous improvements in cloud operations.

To facilitate this shift, Caylent will expand its managed services engineering team, enhancing its offerings with the latest AWS AI services, including Amazon Bedrock AgentCore and AWS DevOps Agents. This progressive strategy is poised to offer customers a managed services experience that not only prevents issues but also optimizes performance and costs consistently.

Scaling Agentic AI from Proof of Concept to Production

Caylent is actively collaborating with various sectors, including financial services, healthcare, and technology, to elevate their AI capabilities. Firms such as Glean and Smarsh are already leveraging Caylent’s expertise to develop agentic systems that enhance operational efficiency and create unique competitive advantages.

Zubin Irani, VP of Partnerships at Glean, shared insights on their collaboration, stating, “Building production-grade agentic systems requires deep expertise in both AI and underlying cloud infrastructure — and Caylent brings both.” The goal is to accelerate the transition from mere concept demonstrations to fully functioning, scalable AI solutions.

Conclusion

With its deep understanding of AWS services and a commitment to intelligent system development, Caylent is positioned to empower organizations to move rapidly from concept to execution. This partnership with AWS is expected to redefine expectations in AI implementations, delivering sustained value and innovative solutions in the cloud computing landscape.

For more about Caylent's initiatives and services, visit Caylent's website.