RingCentral Acquires CommunityWFM, Expands RingCX with AI-First Workforce Management Capabilities

RingCentral, Inc., a global leader in AI-powered business communications, announced its acquisition of CommunityWFM, a cloud-native, AI-first workforce management (WFM) solution for contact centers. This move enhances RingCentral’s RingCXⓇ contact center platform with advanced AI-driven scheduling, forecasting, and real-time adherence tools-streamlining operations while improving both agent empowerment and customer experiences.

“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.”

“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.”

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With the integration of CommunityWFM, RingCX gains AI-driven forecasting, scheduling optimization, intraday management, and adherence tracking—critical tools for navigating complex compliance requirements and distributed teams.

“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.”

Customers of RingCX will now gain access to:

• AI-powered forecasting and scheduling optimization
• Automated intraday schedule adjustments
• Real-time adherence monitoring with alerts
• Agent-friendly portals and mobile apps for shift swaps, scheduling, and time-off requests

This acquisition underscores RingCentral’s strategy to deliver an AI-first, end-to-end customer experience platform that not only transforms customer engagement but also redefines how contact center agents work, collaborate, and perform in the AI era.