Singapore – Genesys has expanded its forward-deployed engineering (FDE) capabilities, embedding engineers with enterprise customers to move agentic artificial intelligence (AI) use cases into production faster. The company announced the move in Singapore on 6 November.
According to Genesys, the FDE teams combine customer experience (CX) expertise, technical depth and transformation experience. They work alongside customers on high-value use cases, taking them from concept to production.
The company says the engineers help customers handle the integration, governance and operational requirements that can slow agentic AI deployments. Banco de Crédito del Perú, eir and Riachuelo have already used Genesys FDEs to bring agentic AI use cases into production, Genesys says.
“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,” Bates added.
The FDE teams sit within a wider delivery model, according to the company. Agentic Experience Labs and Experience Orchestration Plans first help customers identify early value and build a transformation roadmap.
FDE teams then work with customers to put priority use cases into production and establish repeatable patterns for broader rollout. Genesys also offers Expert Apps, which package ready-to-deploy agents and tools through its AppFoundry marketplace.
Genesys says it has more than 2,000 CX professionals globally across advisory, deployment and managed services. It pairs that workforce with the FDE teams to carry AI strategies through to production.
Genesys adds that customer engagements create a continuous cycle between delivery and innovation. Learnings from those projects can inform new Expert Apps and product development, it says.
All of this runs on Genesys Cloud, which the company describes as its agentic orchestration platform for CX. Genesys says the platform powers more than 33 billion interactions a year for over 7,500 customers worldwide.
The platform combines real-time data and AI to orchestrate experiences across customer journeys, teams and enterprise systems, according to the company. Its open, API-first architecture is designed to let organisations integrate it with existing technology and extend it over time.
