RingCentral Seals Deal for AI WFM Provider – CommunityWFM

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.

Watch the video below to hear what was discussed when Call Centre Helper’s Xander Freeman spoke to Jim Dvorkin, SVP of CX Products at RingCentral, about the recent acquisition of CommunityWFM:

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 centre platform RingCX, organizations now have access to a cohesive single vendor solution that addresses both operational efficiency and agent experience.”

Bringing 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 as 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 immediate insights into what this news means for the wider customer contact industry, we spoke to Justin Robbins, Principal Analyst at Metric Sherpa: “Workforce management has become a table-stakes capability in modern contact centers, so it’s unsurprising to see RingCentral bring this into its portfolio. This acquisition fills a checkbox for leaders who expect WFM to sit natively inside their CCaaS platform. At the same time, the independent WFM market isn’t going away. Companies like Assembled continue to thrive by giving contact centers the flexibility to choose best-of-breed solutions rather than being locked into a single vendor stack.”

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