RingCentral, a global leader in AI-powered business communications, has acquired CommunityWFM, a cloud-based, AI-first workforce management software provider, to bolster its RingCX contact center platform. This strategic acquisition integrates advanced AI-driven workforce management capabilities, enhancing operational efficiency and agent experience for businesses worldwide.
RingCentral’s acquisition of CommunityWFM strengthens its RingCX platform by embedding AI-driven workforce management tools, addressing the growing demand for integrated contact center solutions. As Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics, noted, “Especially for SMBs, having these two CX solutions as part of a single cloud-based contact center is the best way for businesses to take advantage of all the AI-based productivity and personalization innovations available today.”
CommunityWFM’s AI-powered features, including forecasting, scheduling optimization, and real-time adherence monitoring, empower agents with flexible scheduling and reduce operational inefficiencies. According to a Metrigy Research report, 34% of organizations cite workforce management as the top contributor to customer satisfaction, and 46% link it to revenue growth. These tools help businesses avoid over- or understaffing, ensuring cost-effective operations.
The integration delivers robust features like automated schedule adjustments, an agent portal for shift swaps, and a mobile app for time-off requests, all unified within RingCX. Kira Makagon, President & COO of RingCentral, stated, “By providing CommunityWFM’s AI-driven workforce management capabilities together with our AI-first RingCX platform, we’re giving businesses the complete set of tools to optimize operations while empowering their people.” This creates a cohesive solution for contact centers navigating hybrid work and complex regulations.
CommunityWFM’s expertise in employee optimization complements RingCentral’s analytics and automation strengths. Daryl Gonos, CEO & Co-founder of CommunityWFM, said, “We’ve already seen the impact firsthand—RingCentral uses our Workforce Management platform that is integrated with RingCX to optimize their own customer support operations.” The solution is now available as RingCentral AI Workforce Management, starting at $20 per agent per month.
RingCentral’s acquisition of CommunityWFM positions it as a leader in AI-driven contact center solutions, offering businesses a unified platform to enhance efficiency, agent empowerment, and customer experiences. This move reinforces RingCentral’s commitment to delivering innovative, scalable tools for modern workforces.
RingCentral is a global leader in AI-powered business communications, contact center, conversational intelligence, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of hundreds of thousands of customers and millions of users worldwide. Visit ringcentral.com to learn more.
CommunityWFM provides cloud-based workforce management solutions that help organizations optimize their most valuable resource – their people. The platform combines intelligent scheduling, time and attendance tracking, labor analytics, and compliance management in a unified solution designed for modern, distributed workforces. CommunityWFM serves customers across retail, healthcare, hospitality, and manufacturing industries, helping them reduce labor costs, improve employee satisfaction, and maintain regulatory compliance.
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