RingCentral Acquires CommunityWFM for AI Workforce Management

The Gist

• More CX consolidation. RingCentral acquires CommunityWFM for AI-driven workforce management.

• Platform integration. CommunityWFM's AI scheduling and forecasting added to RingCX.

• Customer impact. Contact center leaders gain unified platform for efficiency and agent empowerment.

RingCentral, Inc. acquired CommunityWFM on Sept. 8, 2025, adding AI-powered workforce management capabilities to its RingCX contact center platform. The acquisition integrates CommunityWFM's cloud-based scheduling and forecasting tools with RingCentral's existing contact center solution.

The newly branded RingCentral AI Workforce Management is now available as an add-on to RingCX customers, starting at $20 per agent per month. According to company officials, the integration aims to streamline operations while improving agent experience.

Table of Contents

• Impacted Audiences for AI Workforce Management
• Market Context for AI-Powered Workforce Management
• Age of Agent Empowerment
• Key Capabilities for RingCentral-CommunityWFM Acquisition
• RingCentral Background

Impacted Audiences for AI Workforce Management

• Contact center managers and operations leaders

• Customer service agents and workforce planners

• IT decision-makers in mid-sized and enterprise organizations

Market Context for AI-Powered Workforce Management

AI-powered workforce management has become essential for contact centers seeking to balance operational efficiency with employee satisfaction and customer experience.

RingCentral has been expanding its AI capabilities throughout 2025, previously launching an AI Receptionist in July. This acquisition represents the company's continued push into AI-driven customer experience solutions.

Effective workforce management is increasingly critical as contact centers transform from cost centers to strategic assets. According to industry research, 34% of organizations identify WFM as the largest contributor to customer satisfaction among workforce engagement applications.

The market has seen growing demand for AI-powered scheduling and forecasting tools that address persistent challenges like balancing staffing levels and reducing agent burnout. According to experts, high turnover rates averaging 30-45% annually across the industry significantly impact operational costs and efficiency.

Modern WFM solutions leverage AI to predict call volumes, optimize schedules and empower agents with more control over their work hours. This flexibility has become essential as remote and hybrid models have become standard practice. Industry analysts note that maintaining service levels is often easier with remote work compared to traditional on-site arrangements, making AI-powered management tools increasingly valuable.

Related Article: CX Leaders Bet on AI, Yet Trust and Transparency Remain the Wildcards

Age of Agent Empowerment

Key Capabilities for RingCentral-CommunityWFM Acquisition

According to RingCentral, the integration provides contact center operators with a unified platform for managing workforce and customer interactions.

Capability	Description
AI-powered forecasting	Predicts staffing needs with less manual analysis
Schedule optimization	Balances staffing levels to avoid over/understaffing
Real-time adherence	Monitors schedule compliance with automated alerts
Agent self-service	Mobile app for schedule viewing and shift swaps
Intraday management	Automated adjustment plans for real-time operations

RingCentral Background

Founded in 1999 in Belmont, Calif., this company primarily targets IT leaders and operations executives at mid-sized and large enterprises seeking cloud-based communications solutions.

Communications Platform

The company offers a unified communications as a service (UCaaS) platform that integrates voice, video, messaging and collaboration tools. Its portfolio includes cloud-based phone systems, team messaging, video conferencing and contact center solutions. The platform is designed to support hybrid and remote workforces and can integrate with popular business applications.

Market Position

Operating in the enterprise communications and collaboration industry, the company serves a broad range of organizations, from mid-market firms to global enterprises. Its typical customers include IT and business decision-makers in sectors such as healthcare, finance and professional services. Industry analysts often cite the company as a notable player in the UCaaS market, competing with both legacy telephony providers and newer cloud-native vendors.

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