Caylent Named Product Challenger in ISG Amazon Connect Ecosystem Report

What the ISG report found

The report from Information Services Group (ISG) 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 said its placement reflects the combined capabilities of Caylent and Pronetx, the Amazon Connect and AWS-native customer experience firm it acquired in April 2026.

The study, led by ISG analyst Dr. Kenn Walters, 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, which covers implementation, migration and integration with AWS and business systems, and Intelligent Experiences, which covers how providers use AI to automate service, assist agents and improve self-service.

ISG also identified Caylent as a company to watch in next year's study, with the potential to advance to Rising Star or Leader.

How ISG described Caylent

ISG wrote that "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." It added that the company's differentiator is combining Amazon Connect expertise with cloud engineering, application modernization, data integration and generative AI.

Walters said that "Caylent builds AWS-native from day one, with no proprietary lock-in and an AI-first approach," and that this is what buyers are asking for, including in regulated industries.

Caylent CEO Valerie Henderson said the recognition, coming six months after the acquisition, "validates the shift to intelligence in the customer layer is already producing results."

Services and track record

Caylent's Customer Experience Transformation service migrates enterprises off legacy contact center platforms and onto Amazon Connect, then adds AI-powered self-service, omnichannel engagement and intelligent automation. According to the company, its team has worked with Amazon Connect since the platform launched in 2017, with deployments ranging from 12 to more than 10,000 agents. Caylent said its deployments manage millions of calls a day and include nearly one hundred thousand native agent workspace seats across federal, enterprise and public sector customers.

• Engagements are predominantly fixed-price with defined outcomes and ongoing optimization.
• CxPortal is a management layer for configuration governance, knowledge-base article administration, diagnostics and contact-flow analysis.
• A multi-year Strategic Collaboration Agreement with AWS, signed in June 2026, funds investment in Amazon Connect customer experience transformation, 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.

What it means for buyers

ISG's research points to managed services and long-term innovation partnerships, rather than technology deployment alone, as what increasingly separates providers in this space. It also sees the market moving toward agentic capabilities that support proactive engagement and intelligent decision-making, while keeping human oversight for complex interactions.

For enterprises weighing a move off legacy contact center systems, the report adds an independent data point on the Amazon Connect partner field. Caylent's own pitch rests on fixed-price delivery and AWS-native builds, and the ranking comes from a survey of more than 60 providers.