Monday, September 29, 2025
RingCentral, Inc., a global leader in AI-driven business communications, has announced the acquisition of CommunityWFM, a cloud-based, AI-first workforce management software solution designed for contact centers. This acquisition enhances RingCentral’s flagship RingCXⓇ platform, equipping it with advanced AI-powered workforce management (WFM) capabilities that streamline operations, improve efficiency, and elevate the agent experience.
“For decades, contact center and workforce management software have been essential but separate components of a well-designed customer service operation,” said Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics. “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. By combining CommunityWFM's mature workforce management capabilities with RingCentral's proven AI-first contact center platform RingCX, organizations now have access to a cohesive single vendor solution that addresses both operational efficiency and agent experience.”
Contact Center Technology Insights: Verint to Be Acquired by Thoma Bravo in $2 Billion Deal
The adoption of advanced WFM tools is growing rapidly as businesses seek smarter ways to boost customer satisfaction and improve revenue performance. According to Metrigy Research, 34% of organizations said WFM contributed the most to customer satisfaction among their workforce engagement applications, while 46% credited WFM as the top driver of revenue growth.
CommunityWFM addresses this demand by offering flexible, AI-powered scheduling tools that empower agents to manage their shifts more effectively. Its automation-driven approach streamlines shift preferences, time-off requests, and intraday adjustments. This flexibility not only strengthens collaboration between managers and employees but also enables organizations to make informed, data-backed decisions that reduce the risks of overstaffing or understaffing.
“Great customer experiences start with empowered agents, and that demands intelligent workforce management,” said Kira Makagon, President & COO, RingCentral. “As the WFM market experiences this generational leap driven by cloud, AI, and automation, we're positioned to deliver the next level of innovation that balances the needs of customers, employees, and the enterprise. 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—creating the foundation for superior agent performance and effortless customer experiences. Adding AI Workforce Management to our portfolio allows us to extend our AI-first innovation to a complete portfolio of AI-based products—starting from agentic AI assistance, to real time guidance, quality management, analytics, and now AI-powered workforce management.”
Contact Center Technology Insights: Horatio and ADA Team Up to Transform Modern Customer Support
CommunityWFM also brings expertise in real-time adherence management and employee optimization—capabilities that are increasingly vital as companies manage hybrid workforces and meet evolving compliance requirements. Its AI-based forecasting and scheduling complement RingCentral’s analytics and automation, creating a more unified and intelligent ecosystem.
“Joining RingCentral amplifies our ability to improve contact center efficiency and customer service delivery while controlling operating expenses and enhancing the agent work experience,” said Daryl Gonos, CEO & Co-founder, CommunityWFM. “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. By leveraging AI-driven forecasting to deliver more accurate workforce predictions with significantly less manual analysis, 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 and evolving customer demands.”
Contact Center Technology Insights: Vox AI Raises USD 8.7 Million to Transform Quick Service Restaurant Operations with Voice AI
With CommunityWFM integrated into RingCX, organizations gain access to:
AI-powered forecasting and scheduling optimization
Automated intraday schedule adjustments for real-time agility
Real-time adherence monitoring and alerts to keep teams aligned
Agent-friendly portals and mobile apps for shift swaps, scheduling, and time-off requests
This acquisition positions RingCentral to deliver a holistic AI-first contact center solution that meets the dual needs of operational excellence and superior agent experiences, ultimately shaping the next era of customer engagement.
To join our expert panel discussions, reach out to sudipto@intentamplify.com
Tags:
NiCE’s acquisition of Cognigy accelerates its AI roadmap and brings Cognigy’s top-tier conversational AI to over 25,000 customers worldwide.
AI voice agents deliver 24/7 customer support with the efficiency of automation while maintaining a personalized, human-like experience for every interaction.
