RingCentral has acquired CommunityWFM, a cloud-based WFM software provider.
The deal brings CommunityWFM’s AI-driven workforce management capabilities into RingCentral’s RingCX platform.
Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics, said, “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.”
Brining over 20 years of experience into RingCentral, CommunityWFM’s tools include AI-powered scheduling, automated intraday adjustments, real-time adherence monitoring, and agent self-service features such as shift swaps and mobile scheduling.
These are increasingly relevant as organizations adapt to hybrid work and tighter operating margins.
Kira Makagon, President & COO, RingCentral, commented on the acquisition:
“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.”
Daryl Gonos, CEO & Co-founder, CommunityWFM, said, “Joining RingCentral amplifies our ability to improve contact centre efficiency and customer service delivery while controlling operating expenses and enhancing the agent work experience.”
“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.”
The acquisition reflects a broader trend in customer experience technology: combining workforce management with contact centre platforms to create a unified, AI-driven environment.
For RingCentral customers, it means access to a single solution designed to optimize staffing, empower agents, and deliver more consistent customer experiences.
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 8th Sep 2025
Read more about - Latest News, RingCentral
