“This is a liberating moment for us—and for the enterprises we serve. We’re combining forces to scale fast and deliver smarter CX solutions.” — Chris Marr, Pronetx

Live from Enterprise Connect, Chris Marr and Yasser El-Haggan of Pronetx joined us for a special Technology Reseller News podcast to share big news: the merger of two AWS customer experience (CX) powerhouses—Pronetx and VT Team—to create a stronger, faster, and more specialized Amazon Connect services firm.

AWS-Certified, Cloud-Focused, and Ready to Scale

Pronetx, an AWS Service Delivery Partner specializing in Amazon Connect, helps customers—including Fortune 25 companies and federal agencies—migrate contact centers to the cloud and unlock the full potential of AWS technologies, including generative AI, chatbots, case management, and advanced analytics.

“Many customers think they’re on the cloud—but they’re not truly leveraging it,” said El-Haggan. “We help them do more with their AWS investment.”

With the merger, Pronetx is not only growing in capacity—it’s expanding its focus. Together, the combined team will accelerate software development, build tools for CX teams, and help enterprises infuse generative AI into both front-end and back-office operations.

A Boutique Partner, Backed by Deep Tech Expertise

Unlike broad SIs, Pronetx operates as a boutique CX firm focused solely on Amazon Connect—a strategy that enables deeper specialization and faster time-to-value.

“We’re not generalists. We’re laser-focused on customer experience, and that’s what makes us an ideal partner—for enterprises and for SIs and GSIs,” said Marr.

As one of AWS’s launch partners for Amazon Q, Pronetx has already begun helping customers use agentic AI and natural language processing to deliver more intelligent, efficient, and personalized support.

CX Trends, Real-Time Data, and GenAI Readiness

One theme echoed throughout the podcast: AI won’t work without great data. Marr emphasized that with the merger, the team now has expanded capability to understand, organize, and apply customer data to maximize GenAI performance.

“It’s impossible to succeed with GenAI without understanding your customer data. This merger gives us the team to do that at scale,” he added.

With CX trends evolving fast—and customer expectations even faster—Pronetx is positioning itself as a partner of choice for cloud-first transformation.

A Platform Built on Experience

The announcement comes on the eighth anniversary of Amazon Connect, launched at Enterprise Connect 2017. El-Haggan, who helped lead that launch while at AWS, noted the full-circle moment.

“Amazon Connect was born right here eight years ago. Now, we’re taking it even further with this merger.”

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