From Legacy Contact Center to Intelligent CX at Scale
"Customer experience is rapidly emerging as one of the most important AI use cases in the enterprise, and Amazon Connect sits at the intersection of cloud, data, and generative AI. As organizations work to transform customer interactions into lasting relationships, it’s exciting to see Caylent and Pronetx combining to help customers accelerate that transformation."
Pasquale DeMaio, Vice President of Amazon Connect Customer, AWS
Whether you're replacing a legacy platform, expanding an existing Connect deployment, or adding AI self-service, Caylent can help.
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Most enterprise contact centers run on platforms with rigid IVRs, fragmented agent desktops, and no unified customer context. This limits their agent performance and blocks future AI adoption.
Caylent's CX transformation services are built on Amazon Connect Customer expertise dating to the platform's launch in 2017. That's nearly a decade of migrating legacy contact centers, deploying agentic AI with full customer context, and continuously expanding CX capabilities through omni-channel deployment, self-service modernization, and intelligent automation.
Our agentic migration framework programmatically assesses legacy contact center environments: mapping call flows, testing routing logic, and identifying integration requirements to de-risk cutover and compress migrations from months to weeks.
AI agents with full customer context (history, case data, and interaction intelligence) operate autonomously or alongside human agents to shift organizations from reactive queues to proactive engagement.
CxPortal extends Amazon Connect Customer with multi-region management, advanced configuration control, and real-time operational intelligence: a unified view across CX and AWS infrastructure with continuous optimization built in.
Platform inventory, call flow analysis, and integration mapping — paired with migration business case and TCO analysis.
Instance topology, telephony, omni-channel routing, AI/ML, CRM, WFM, and agent workspace designed and documented before build begins.
Contact flows implemented, Conversational AI and Contact Lens configured, and CRM and WFM integrations deployed.
Phased cutover from pilot to full production: UAT validated, go-live supported, and hypercare maintained through stabilization.
Agent and supervisor training delivered and runbooks completed; teams left equipped to own and extend the environment.
Legacy contact center platforms cap what's possible, but Amazon Connect Customerremoves the ceiling. At Caylent, we build the capabilities that make the difference felt by every agent and every customer from day one.
History, customer data, and preferences available at every touchpoint and present from first contact.
When AWS ships new capabilities, you can adopt them immediately instead of waiting for a consultant to retrofit custom code.
When complexity exceeds scope, handoff to a live service rep is instant: full context transferred, no re-explanation.
The agent takes action, not just surfacing insights. Scheduling, changes, and updates are executed within defined boundaries.
See it in Action
Experience the future of customer engagement: AI agents, real booking data, omnichannel communication.
Demo It Here
Learn how we helped a major federal agency modernize its contact center by migrating to Amazon Connect in just 60 days.
Learn how to migrate from Amazon Pinpoint to Amazon Connect while preserving operational continuity and reducing risk to existing customer experiences.
Explore how building a multi-tenant SaaS platform changes when the infrastructure lives in customers’ AWS accounts, and the architectural lessons learned from managing resources across environments you don’t own or control.
Explore how ACGR in CxPortal extends Amazon Connect Global Resiliency by giving contact center operations teams a centralized, playbook-driven way to execute, manage, and monitor regional failover and recovery, reducing downtime and accelerating response during service disruptions.
