Genesys is expanding its forward-deployed engineering (FDE) capabilities, with teams working alongside enterprise customers to move agentic AI use cases from planning into production.
The company said its FDE teams combine customer experience expertise, technical knowledge and transformation experience. They are intended to help organizations address integration, governance and operational challenges that can delay deployments.
Tony Bates, chairman and CEO of Genesys, Said:
Tony Bates, chairman and CEO, Genesys
“The next phase of enterprise AI won’t be defined by how many AI tools or pilots a company has. It will be defined by its ability to turn AI into an operating model that consistently delivers outcomes. We’re bringing together agentic orchestration, embedded expertise and proven innovation so organizations can start with an experience that matters, put it into production, learn from it and scale from there. That’s how organizations can turn the potential of agentic AI into business value.”
The expanded engineering work forms part of Genesys’ approach to CX transformation. The company said its Agentic Experience Labs and Experience Orchestration Plans help customers identify use cases and develop transformation roadmaps, while FDE teams support implementation and the development of patterns that can be reused across the business.
Genesys also offers Expert Apps through its AppFoundry marketplace, packaging agents and tools for deployment. The company said it has more than 2,000 CX professionals globally across advisory, deployment and managed services.
Scott Cravotta, chief customer officer at Genesys, said:
Scott Cravotta, chief customer officer at Genesys
“The last mile of agentic AI transformation is where strategy meets execution. Enterprises must align data, governance, change management and use cases to move these initiatives into production and deliver value. Our FDEs work side by side with customer teams to turn agentic AI into measurable business outcomes.”
Genesys said feedback from customer deployments can inform new Expert Apps and product development, creating a cycle between implementation and innovation.
The work is underpinned by Genesys Cloud, which the company describes as an agentic orchestration platform for CX. It powers more than 33 billion interactions annually for over 7,500 customers worldwide.
Genesys said the platform combines real-time data and AI to coordinate experiences across customer journeys, teams and enterprise systems, and offers an open, API-first architecture.
