Caylent Launches Caylent Accelerate™ for Agentic Cloud Operations, Expediting 70% of Remediation Work and Reducing MTTR by 40%

Caylent Launches Caylent Accelerate™ for Agentic Cloud Operations

Solutions
- By Service
  Agentic Engineering & Enablement
  AWS Foundations & Migrations
  Application Modernization
  Customer Experience Transformation
  Cloud Native App Dev
  Cloud Operations & Managed Services
  Data Modernization & Analytics
  AI Use Case Acceleration
  Product Strategy and Experience
  View all
- By Industry
  Education Technology
  Energy, Power & Utilities
  Financial Services
  Healthcare & Life Sciences
  Media & Entertainment
  Private Equity
  SaaS & ISV
  Travel & Hospitality
  Transportation & Logistics
  View all
- By Type
  AI Innovation Engine
  AWS Control Tower
  Build Agentic Products
  Intelligent Document Processing
  LLMOps Strategy
  Migrate off SQL & Oracle
  Migrate off VMware
  MLOps Strategy
  Rewrite Legacy Applications
  View all
- Anthropic Consulting & Engineering
  As an Anthropic Preferred Services Partner, ACE takes enterprises from first Claude adoption to full agentic transformation, faster.
  Learn More
Resources
- Insights
  The latest Caylent announcements, industry news, insights, and more.
  View All
- Events
  New
  See what’s on, come and say hi to us IRL (or via URL).
  View All
- Case Studies
  See how others are migrating and modernizing on AWS.
  View All
- Customer Spotlight
  Smarsh
  Reimagines software delivery with Amazon Bedrock and Claude Code, saving $5-10M a year
  Learn More
Company
- About
  Read about our vision, our story and our leadership.
  About us
- Partnerships
  We keep good company. Learn more about our partners.
  Learn more
- Careers
  We're Hiring!
  We’re forever on the lookout for talented people. Join us, it’ll be fun.
  Learn more
- Recent Announcements
  Our Anthropic Practice
  Expertise, governance, and operating models to move Claude into production, faster.
  Read more
Caylent Accelerate™

Caylent Services

Customer Experience Transformation

From Legacy Contact Center to Intelligent CX at Scale

Our Expertise

Transform your contact center on Amazon Connect with native AI agents built-in

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 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.

Get in touch

Our Comprehensive Services for Transforming Customer Experience

Migrate to Amazon Connect

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.

Integrate Intelligent CX AI Agents

AI agents on Amazon Connect 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.

Streamline Contact Center Operations

CxPortal extends Amazon Connect 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.

The Agentic CX Difference

Legacy contact center platforms cap what's possible, but Amazon Connect removes the ceiling. At Caylent, we build the capabilities that make the difference felt by every agent and every customer from day one.

Full Customer Context

History, customer data, and preferences available at every touchpoint and present from first contact.

Scalable Configuration

When AWS ships new capabilities, you can adopt them immediately instead of waiting for a consultant to retrofit custom code.

Seamless Human Handoff

When complexity exceeds scope, handoff to a live service rep is instant: full context transferred, no re-explanation.

Autonomous Action within Guardrails

The agent takes action, not just surfacing insights. Scheduling, changes, and updates are executed within defined boundaries.

"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, AWS

Caylent Acquires Pronetx

From Ideas to Impact, Faster.

New York Cancer & Blood Specialists

How a Healthcare Provider Improved Patient Outreach Efficiency by 300% Through Automated Workflows

DC 311

Smarter Citizen Conversations: DC 311 Modernized for the Digital Era

View all case studies

Our Approach

Discover & Define

Platform inventory, call flow analysis, and integration mapping — paired with migration business case and TCO analysis.

Plan & Design

Instance topology, telephony, omni-channel routing, AI/ML, CRM, WFM, and agent workspace designed and documented before build begins.

Build & Integrate

Contact flows implemented, Conversational AI and Contact Lens configured, and CRM and WFM integrations deployed.

Launch & Deploy

Phased cutover from pilot to full production: UAT validated, go-live supported, and hypercare maintained through stabilization.

Enable & Handoff

Agent and supervisor training delivered and runbooks completed; teams left equipped to own and extend the environment.

See it in Action

Omni-Channel Customer Experience Capabilities with Amazon Connect

Experience the future of customer engagement: AI agents, real booking data, omnichannel communication.

Demo It Here

Transforming Citizen Services: How a Major Federal Agency Modernized Its Contact Center in 60 Days

Learn how we helped a major federal agency modernize its contact center by migrating to Amazon Connect in just 60 days.

March 23, 2026

Amazon Pinpoint to Amazon Connect Migration Made Simple

Learn how to migrate from Amazon Pinpoint to Amazon Connect while preserving operational continuity and reducing risk to existing customer experiences.

February 16, 2026

SaaS on Top of Your Customers’ AWS Accounts: How To Use Cross-Account AWS IAM Roles to Build a Multi-Tenant Product

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.

April 20, 2026

ACGR in CxPortal: Operationalizing Regional Failover in Amazon Connect

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.

View all blog posts

Frequently Asked Questions

Yes. Every CXT engagement includes a phased cutover plan with go-live validation and hypercare support through stabilization. Agents are never cut over to Connect until UAT is complete and rollback procedures are confirmed.
Traditional IVR automation follows a script: It asks questions and routes based on answers. Agentic self-service uses AI agents that can take actions: looking up a booking, modifying an order, filing a case, checking an account balance, all within a conversational interface, without a live agent.
When the request exceeds what the AI agent can handle, the handoff to a human is instant and includes full context so the customer never has to repeat themselves.
Caylent migrates from all major legacy contact center platforms, including Genesys, Cisco UCCE/UCCX, Avaya, Mitel, NICE, Five9, Oracle Service Cloud, Salesforce Service Cloud, SAP C4C, and Zendesk. If your platform isn't listed, it's likely still in scope — the migration framework is designed around Amazon Connect as the destination, not any single legacy source.
CxPortal is Caylent's operational layer for Amazon Connect. It gives business and operations teams direct control over configuration, knowledge, diagnostics, and resiliency, without needing AWS console access. Your team leaves the engagement owning it.
Key capabilities include:
- Configuration management: Manage core Amazon Connect settings from a single portal, with every change traceable, reviewable, and reversible
- Knowledge governance: Centralize and version the content that powers Connect agents, with clear ownership and bulk update controls
- Centralized diagnostics: Surface the full contact journey, identify issues automatically, and reduce Mean Time to Resolution
- Global resiliency: One-click failover across AWS regions, transforming disaster recovery from a developer-led process into an operations-led workflow

Get Started with Amazon Connect

Whether you're replacing a legacy platform, expanding an existing Connect deployment, or adding AI self-service, Caylent can help.

Talk to Our Team

Our Expertise

Transform your contact center on Amazon Connect with native AI agents built-in