RingCentral Finalizes Acquisition of CommunityWFM to Deliver AI-Driven Workforce Management
RingCentral finalizes acquisition of CommunityWFM, integrating a cloud-native, AI-first workforce management (WFM) solution directly into its RingCX contact center platform. This move brings advanced scheduling, forecasting, and real-time adherence tools into a unified, AI-powered customer experience ecosystem.
A New Era: Workforce Management Meets AI-Powered CX
With this acquisition complete, RingCentral enhances its RingCX platform by embedding CommunityWFM's mature capabilities such as AI-powered forecasting, intraday schedule optimization, real-time adherence monitoring, and agent self-service into a single, seamless solution.
This consolidation aligns perfectly with market trends: Metrigy Research highlights that organizations view WFM as a top driver of customer satisfaction and revenue growth.
Unified Intelligence for Enhanced Agent and Customer Experience
RingCentral’s President & COO, Kira Makagon, put it succinctly:
“By integrating CommunityWFM’s AI capabilities with our AI-first RingCX platform, we equip businesses with the tools to optimize operations, empower agents, and deliver seamless customer experiences… extending our AI-first innovation to a complete CX portfolio.”
CommunityWFM CEO Daryl Gonos echoed the sentiment, pointing out that leveraging AI-driven forecasting enables more accurate staffing plans with minimal manual effort, boosting the agent experience and operational efficiency especially in hybrid work environments.
What This Integration Delivers to RingCX Users
RingCX customers now gain access to RingCentral AI Workforce Management (WFM) as an add-on starting at around $20 per agent per month.
Key features include:
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Precise AI-powered forecasting
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Automated schedule adjustments for intraday operations
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Real-time adherence monitoring with alerting
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Agent mobile portal for shift swaps, schedule viewing, and time-off requests
Together, these capabilities streamline operations while enhancing agent autonomy and customer service delivery.
Why the Acquisition Matters
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All-In-One CX Platform
RingCentral now offers contact center communications and workforce management under one roof eliminating integration issues and third-party dependencies. -
AI-Fueled Competitive Edge
Embedding AI-driven WFM into the larger CX stack gives RingCentral a mutual enhancement of operations and UX from staffing optimization to live agent support. -
Empowering Managers and Agents
With intuitive scheduling tools, mobile self-service, and proactive alerts, agents have greater control and transparency leading to higher performance and satisfaction
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