RingCentral Strengthens RingCX Portfolio with AI Workforce Management

RingCentral, Inc., a leader in AI-powered business communications, announced its acquisition of CommunityWFM. The move expands the RingCXⓇ contact center platform with advanced AI-driven workforce management tools. This integration enhances contact center efficiency while improving agent experiences through automation and intelligent scheduling.

Industry analyst Sheila McGee-Smith noted that contact center and workforce management software have long operated as separate systems. However, she emphasized that combining both under a single AI-first platform like RingCX offers businesses, especially SMBs, greater productivity and personalization. By merging CommunityWFM’s proven workforce management capabilities with RingCentral’s AI-first contact center platform, organizations gain a unified solution that streamlines operations and elevates customer experiences.

Rising Adoption of AI Workforce Management

Workforce management software adoption continues to grow as enterprises seek flexible, AI-driven solutions. A recent Metrigy Research study revealed that 34% of organizations credited WFM as the top driver of customer satisfaction. Additionally, 46% said WFM significantly boosted revenue.

CommunityWFM’s AI-powered platform allows agents more control over schedules through automated shift management and real-time adjustments. This flexibility improves staff engagement while enabling leaders to make informed, data-driven decisions. It also helps reduce costs tied to overstaffing or understaffing, ensuring balance across workforce operations.

Kira Makagon, President & COO of RingCentral, explained, “Customer experiences improve when agents feel empowered. With AI-first workforce management, we deliver tools that balance customer needs with enterprise demands. The integration of CommunityWFM into RingCX creates a complete AI-based portfolio from agent assistance and real-time guidance to analytics, quality management, and workforce optimization.”

CommunityWFM also contributes deep expertise in employee optimization and real-time adherence monitoring. These capabilities are increasingly vital for businesses adapting to hybrid work models and strict compliance environments.

CommunityWFM’s CEO & Co-founder Daryl Gonos added, “Joining RingCentral strengthens our ability to improve efficiency, control expenses, and enhance agent satisfaction. With AI-driven forecasting, we deliver more accurate predictions and reduce manual analysis, creating intelligent workforce operations that adapt to evolving business needs.”

Through this integration, RingCentral customers can seamlessly manage workforce functions with key features, including:

  • AI-powered forecasting and scheduling optimization
  • Real-time intraday management with automated adjustments
  • Adherence monitoring with instant alerts
  • Agent portal and mobile app for scheduling, swaps, and leave requests

RingCentral’s acquisition of CommunityWFM demonstrates its commitment to advancing AI workforce management, enabling businesses to optimize operations, improve employee engagement, and deliver exceptional customer experiences.

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News Source: Businesswire.com