Genesys Expands Forward-Deployed Engineering to Speed Time to Value for Agentic CX

Genesys®, a global leader in agentic orchestration for customer experience (CX), announced the expansion of its forward-deployed engineering (FDE) capabilities to help enterprises operationalize agentic AI across the customer experience. Genesys FDE teams work alongside customers on high-value agentic AI use cases, combining CX expertise, technical depth and transformation experience to move them from concept to production faster.

Genesys FDE teams help customers navigate the integration, governance and operational requirements that can slow agentic AI deployments. Customers including Banco de Crédito del Perú, eir, and Riachuelo have already used Genesys FDEs to bring agentic AI uses cases into production and rapidly drive business outcomes.

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“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,” said Tony Bates, chairman and CEO of Genesys. “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.”

Forward-deployed engineering is a core part of the Genesys approach to helping organizations turn CX transformation strategies into measurable outcomes. Agentic Experience Labs and Experience Orchestration Plans help customers achieve real value quickly while building out the transformation roadmap for the future. Genesys FDE teams then work alongside customers to put priority agentic AI use cases into production and establish repeatable patterns for broader transformation.

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Expert Apps further accelerate time to value by packaging proven innovation into ready-to-deploy agents and tools available through the Genesys AppFoundry. With more than 2,000 Genesys CX professionals globally across advisory, deployment and managed services, Genesys combines deep CX expertise with FDEs to turn AI transformation strategies into production outcomes at scale.

“The combination of Genesys Cloud and hands-on expertise from the Genesys team has enabled us to accelerate our transformation and operationalize AI around the outcomes that matter to our business,” said Oonagh O’Reilly, director of Transformation and Operational Support at eir. “It is helping us turn our AI investments into measurable value and build momentum for what comes next.”

“Agentic AI is helping us fundamentally rethink how we serve our customers,” said César Nicoletti, senior manager, CX, Digital Products and Operations at Riachuelo. “Working closely with Genesys forward-deployed engineers has helped us quickly move beyond experimentation to deliver agentic experiences that resolve more customer needs while improving efficiency and satisfaction.”

“The last mile of agentic AI transformation is where strategy meets execution,” said Scott Cravotta, chief customer officer at Genesys. “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.”

Through the expanded forward-deployed engineering capabilities, customer engagements create a continuous cycle between delivery and innovation. Learnings can inform new Expert Apps and product innovation, helping customers apply proven patterns to move faster and improve outcomes.

Underpinning these capabilities is Genesys Cloud, the agentic orchestration platform for CX, powering more than 33 billion interactions annually for over 7,500 customers worldwide. The platform brings together real-time data and AI to orchestrate experiences across customer journeys, teams and enterprise systems. Its open, API-first architecture and extensive ecosystem give organizations the flexibility to integrate with existing technology and extend the platform as their needs evolve.