Genesys expands its forward-deployed engineering teams to push agentic CX projects into production

Genesys announced on November 5 that it is expanding its forward-deployed engineering (FDE) capabilities as part of a broader customer success model. Its FDE teams work alongside enterprise customers on high-value agentic AI use cases in customer experience, handling the integration, governance and operational work that tends to stall deployments.

The company named Banco de Crédito del Perú, Irish telecom eir and Brazilian retailer Riachuelo as customers that have already used Genesys FDEs to put agentic AI into production. Genesys says lessons from these engagements feed back into new Expert Apps on its AppFoundry marketplace and into product development, and that the FDEs sit alongside more than 2,000 Genesys CX staff in advisory, deployment and managed services.

For FDEs, this is another established enterprise software vendor, with Genesys Cloud serving over 7,500 customers, making forward deployment a named part of how it sells and delivers AI rather than leaving it to partners. It also shows the customer-facing FDE model spreading from AI labs into vertical platforms such as contact-center software, where domain knowledge of CX operations matters as much as engineering skill.