Expanded customer success model combines Genesys Cloud, embedded engineering teams, Expert Apps and more than 2,000 CX professionals to move AI initiatives from pilots to production.
Genesys has expanded its forward-deployed engineering (FDE) capabilities to help enterprises accelerate the deployment of agentic AI across customer experience (CX) operations. The expanded model brings together its Genesys Cloud platform, FDE teams, Expert Apps and a global network of more than 2,000 CX professionals to help organisations translate AI strategies into measurable business outcomes.
The FDE teams work directly alongside customers to identify and operationalise high-value agentic AI use cases. Their role extends beyond technology implementation to addressing integration, governance and operational challenges that often delay enterprise AI deployments.
“Forward-deployed engineering is a core part of the Genesys approach to helping organisations turn CX transformation strategies into measurable outcomes,” the company said. Its Agentic Experience Labs and Experience Orchestration Plans help customers identify priority opportunities, establish transformation roadmaps and move selected use cases into production.
Expert Apps, available through the Genesys AppFoundry, further support adoption by offering ready-to-deploy agents and tools built around proven innovations. These capabilities are backed by more than 2,000 Genesys professionals working across advisory, deployment and managed services.
“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.”
— Tony Bates, Chairman and CEO, Genesys
Scott Cravotta, Chief Customer Officer at Genesys, said the final stage of agentic AI transformation requires organisations to align data, governance, change management and business use cases. FDE teams work with customer teams to bridge the gap between strategy and execution, helping ensure that deployments deliver tangible results.
The company said customer engagements will also create a continuous feedback loop between implementation and product development. Insights from deployments can inform new Expert Apps and platform enhancements, enabling customers to reuse proven approaches and accelerate subsequent initiatives.
The expanded model is underpinned by Genesys Cloud, which the company describes as its agentic orchestration platform for CX. The platform supports more than 33 billion interactions annually for over 7,500 customers worldwide, connecting real-time data and AI to orchestrate experiences across customer journeys, teams and enterprise systems.
With an open, API-first architecture and an extensive ecosystem, Genesys aims to help enterprises integrate agentic AI into existing technology environments while maintaining governance and operational control.