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RingCentral, Inc., a global leader in AI-powered business communications, has been named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026. This recognition evaluates vendors on their ability to deliver AI-driven forecasting, scheduling, quality management, and analytics to optimize workforce performance. RingCentral’s RingWEM, natively integrated within RingCX, enables organizations to enhance agent productivity, control labor costs, and elevate customer engagement at scale.
“RingCentral stands out as an excellent option for large organizations looking for a comprehensive, AI-driven workforce engagement management platform,” said Lou Reinemann, Research Director at IDC. “The solution is particularly well-suited for companies with international operations, hybrid work models, or geographically dispersed teams, offering the flexibility, reliability, and global reach these environments demand.”
The IDC MarketScape assessment underscores RingCentral’s strength in delivering practical AI that addresses real-world contact center challenges, from rising customer expectations to dynamic operational demands.
RingWEM is built natively into RingCX, RingCentral’s AI-first contact center solution. This integration creates an end-to-end workforce engagement experience without the need for multiple point solutions. Key features include AI-powered forecasting that adapts continuously to demand patterns, intelligent scheduling, automated quality monitoring, screen recording, and performance analytics—all designed to automate decisions, maintain service levels, and align agent performance with customer outcomes.
RingCentral continues to expand AI capabilities across RingCX, encompassing real-time agent assistance, automated quality evaluation, conversation intelligence, and behind-the-scenes operational planning. These advancements reduce manual planning efforts, enable more effective coaching, provide in-the-moment agent guidance, and deliver deeper performance insights.
“Contact centers are racing to match rising customer expectations and the realities of today’s operational demands,” said Jim Dvorkin, Senior Vice President, Customer Experience Products at RingCentral. “Our goal is to provide contact center teams with AI that offers practical intelligence that improves every conversation and supports every agent. With RingWEM, that intelligence also powers forecasting and workforce decisions behind the scenes, helping organizations run more efficient, resilient contact center operations. We’re proud to be named a Leader in the IDC MarketScape for AI-Enabled Contact Center Workforce Engagement Management, as we believe it reinforces the importance of this mission.”
This leadership position reinforces RingCentral’s role in helping organizations build adaptive, intelligent contact centers that drive both agent and customer satisfaction.
About RingCentral
RingCentral is a global leader in agentic voice AI–powered cloud business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. Powered by advanced AI capabilities, RingCentral AI receptionist, virtual assistant, and conversation intelligence address every phase of the conversation journey — before, during, and after each human interaction. With RingCentral, businesses can work smarter, respond faster, and connect more meaningfully with their customers.
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