Genesys is expanding its forward-deployed engineering (FDE) capabilities to help enterprises deploy agentic AI across customer experience (CX) operations. The initiative will see its engineering teams work directly with customers to identify priority use cases, address integration and governance requirements, and move AI applications into production.
Forward-deployed engineers work alongside customer teams to develop and implement technology solutions within their existing business environments. The approach is intended to help organisations address technical and operational challenges that can delay the deployment of AI applications.
Engineering teams to support AI deployment
Genesys said its FDE teams will work with customers on high-value agentic AI use cases, combining technical expertise with knowledge of customer experience operations.
The expanded approach builds on the company’s Agentic Experience Labs and Experience Orchestration Plans, which are designed to help organisations identify use cases and develop roadmaps for CX transformation. FDE teams will then support the implementation of priority applications and establish patterns that can be replicated across other business functions.
The company is also using Expert Apps, a collection of ready-to-deploy agents and tools available through its Genesys AppFoundry marketplace, to help customers implement existing capabilities without building every application from scratch.
Customer success model combines engineering and CX expertise
The expanded FDE capabilities form part of a broader customer success model that brings together the Genesys Cloud platform, engineering teams, Expert Apps and more than 2,000 CX professionals globally.
These professionals support customers across advisory, deployment and managed services. Genesys said the combined model is intended to help organisations move from AI strategy to implementation while addressing requirements such as data integration, governance and change management.
According to Tony Bates, chairman and CEO of Genesys, enterprise AI adoption will increasingly depend on how effectively organisations integrate the technology into their operating models rather than the number of AI tools or pilot projects they run.
Genesys Cloud underpins agentic CX strategy
The expanded engineering capabilities will be supported by Genesys Cloud, the company’s customer experience orchestration platform. Genesys said the platform supports more than 33 billion interactions annually for over 7,500 customers worldwide.
It brings together real-time data and AI to coordinate customer interactions across journeys, teams and enterprise systems. Its API-based architecture also allows organisations to integrate the platform with existing technology environments.
Genesys said feedback and learnings from customer deployments will feed into the development of new Expert Apps and product capabilities. This is intended to help the company build reusable solutions based on implementation experience and support wider adoption of agentic AI across customer experience operations.