11/12/2025 08:30 am

South Africa Community Day

Name: South Africa Community Day
Start: 2025-11-12T08:30:00
End: 2025-11-12

Randburg, South Africa

Join us for a full-day community event in South Africa, dedicated to empowering supervisors and managers with the latest in Genesys AI. Through thought-provoking sessions, hands-on workshops, and interactive discussions, we’ll explore how AI transforms workforce engagement, supervisor effectiveness, and customer experience outcomes.

The Garden Venue

The Garden Venue Hotel, Boundary Road, North Riding AH, Randburg, South Africa

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Thank you for registering to our Community Day, we look forward to seeing you!

The Genesys Team

Here is what you can expect:

Keynotes & Capability Deep Dives: Discover how Speech & Text Analytics, Supervisor Co-Pilot, WEM AI, and Journey Management drive measurable impact—from reducing handle time to boosting CSAT and sales conversion.
Practical ROI Insights: Learn how organizations are translating AI-driven improvements into financial value.
Interactive Workshops: Collaborate with peers to build supervisor playbooks, solve KPI challenges, and forecast AI’s ROI for your business.
Networking Opportunities: Connect with fellow leaders and Genesys experts over coffee and lunch.

Agenda

Wednesday, 12 November 2025

08:30 am – 09:00 am

Registration and Networking

09:00 am – 09:20 am

Situational Overview

· Challenges facing supervisors & managers: high handle time, SLA breaches, agent inconsistency, lack of end-to-end visibility.

· Set the strategic lens: Supervisors and managers are at the heart of effortless CX when empowered with AI.

09:20 am – 10:20 am

Capabilities Overview - AI for Supervisors

· Speech & Text Analytics (STA):

· AI for Supervisors (Supervisor Co-Pilot + Virtual Supervisor):

10:20 am – 10:40 am

Coffee Break

10:40 am – 11:30 am

WEM AI – Workforce Engagement Management for Smarter Operations

· AI Forecasting & Scheduling: Right skills, right place, right time.

· Quality Assurance & Compliance: AI scoring reduces evaluation time and bias.

· Employee Performance & Development: Gamification, transparency, and personalized growth.

11:30 am – 12:15 pm

Journey Management – From Metrics to Business Outcomes

· Supervisors see performance, managers see outcomes.

· Predict customer churn, orchestrate journeys proactively.

· KPIs Impacted: CES, NPS, Repeat Contacts, Retention.

· Business Impact: From firefighting to proactive CX leadership.

12:15 pm – 01:15 pm

Lunch

01:15 pm – 02:15 pm

Workshop: Build the Supervisor Playbook

02:15 pm – 03:00 pm

ROI Deep Dive

03:00 pm – 03:15 pm

Coffee Break

03:15 pm – 03:50 pm

Workshop: From Metrics to ROI

03:50 pm – 04:00 pm

Closing & Appreciation

The Garden Venue

The Garden Venue Hotel, Boundary Road, North Riding AH, Randburg, South Africa

Get directions