Sunday, November 09, 2025
RingCentral, Inc., a global frontrunner in AI-driven business communications, has introduced RingWEM, a next-generation workforce engagement solution built on the foundation of its recent acquisition of CommunityWFM. The offering strengthens RingCentral’s cloud contact center platform, RingCX™, by enhancing agent performance, customer satisfaction, and operational agility using integrated AI insights.
RingWEM is designed to help companies better connect employee engagement with the customer experience. The solution transforms interaction data into real-time intelligence, enabling improved service delivery, smarter decision-making, and more efficient workforce management.
Jim Dvorkin, SVP Customer Experience Products at RingCentral, emphasized the importance of engagement, stating, “Focus on customer experience and employee engagement is what separates businesses that thrive from those that stall. With RingWEM, we’re redefining how businesses optimize their operations and empower their employees. By turning every interaction into actionable intelligence, RingCentral helps organizations deliver smarter service, stronger performance, and the kind of customer experiences that drive lasting growth.”
Industry analysts agree that RingWEM signals a major advancement in contact center technology. Alpa Shah, Global Vice President, CX Practice at Frost & Sullivan, noted, “RingCentral’s approach to Workforce Engagement Management exemplifies the next phase of contact center evolution. By integrating AI Quality Management, Analytics, and Workforce Planning into one cohesive suite, RingCentral is helping organizations turn customer interactions into strategic assets.”
The RingWEM suite introduces a fully integrated lineup of capabilities, including:
• AI Quality Management: AI automatically evaluates call quality and provides coaching for contact center agents.
• AI Workforce Management : AI-driven forecasting, scheduling, and real-time adherence help align staffing with demand to lower operating costs while meeting service expectations.
• AI Interaction Analytics: AI delivers customer satisfaction insights across digital and voice channels, uncovering customer intent, sentiment patterns, call drivers, and areas for growth.
• Screen Recording: Managers gain full visibility into both conversations and workflows with synchronized call and screen recordings.
These capabilities help organizations streamline operations while maintaining high service standards. According to Thomas Darling, Customer Satisfaction Supervisor & Supply Manager at Novatech, “RingCX AI has transformed the way our teams work. We’ve reduced after-call work time by 43%, we review calls 70% faster, and our agents now handle up to 20% more calls per day all while delivering a more personalized customer experience. The visibility, automation, and AI insights we now have are game-changers.”
With RingWEM, RingCentral continues expanding its AI-led contact center portfolio, helping businesses maximize performance by converting everyday interactions into actionable data and measurable value.
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