RingCentral has announced the acquisition of CommunityWFM, a cloud-based, AI-first workforce management (WFM) software solution for contact centers. This acquisition will strengthen RingCentral’s RingCX® contact centre platform by adding advanced AI-driven WFM capabilities, which are crucial for streamlining operations and improving the agent experience.
According to industry analyst Sheila McGee-Smith, the combination of these two solutions is a significant step forward. “For decades, contact centre and workforce management software have been essential but separate components,” she said. “By combining CommunityWFM’s mature capabilities with RingCentral’s AI-first platform, organisations now have access to a single, cohesive solution that addresses both operational efficiency and agent experience.”
The demand for advanced WFM tools is growing. A recent report by Metrigy Research found that 34% of organisations said WFM was the biggest contributor to customer satisfaction, and 46% said it most contributed to an increase in revenue. A key factor driving this growth is the need for flexible work solutions. CommunityWFM’s AI-based scheduling gives agents more control over their schedules, which boosts productivity and helps avoid overstaffing or understaffing.
“Great customer experiences start with empowered agents, and that demands intelligent workforce management,” said Kira Makagon, President & COO of RingCentral. She noted that the WFM market is undergoing a “generational leap” driven by cloud, AI, and automation. By adding CommunityWFM’s capabilities to the RingCX platform, RingCentral aims to provide a complete set of tools that optimise operations while empowering employees. “Adding AI Workforce Management to our portfolio allows us to extend our AI-first innovation to a complete portfolio of AI-based products.”
CommunityWFM brings expertise in employee optimisation and real-time adherence management, which is increasingly important for managing hybrid work environments. “We’ve already seen the impact firsthand,” said Daryl Gonos, CEO and Co-founder of CommunityWFM. “RingCentral uses our platform, integrated with RingCX, to optimise their own customer support operations. We’re creating an intelligent, unified experience that not only simplifies today’s workforce operations but also anticipates the future needs of hybrid work environments.”
By integrating CommunityWFM with RingCX, customers will gain a suite of robust features, including:
- AI-powered forecasting and scheduling
- Automated real-time schedule adjustments
- Real-time adherence monitoring
- A mobile app for agents to manage their schedules, swap shifts, and submit time-off requests.
