RingCentral Streamlines Services by Acquiring CommunityWFM -

RingCentral, Inc. has acquired CommunityWFM, a cloud-based, AI-first contact center workforce management software solution. The acquisition strengthens RingCentral’s RingCX^Ⓡ contact center platform with advanced AI-driven workforce management capabilities, streamlining contact center operations and elevating agent experience. “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.”

The adoption of advanced, AI-powered workforce management (WFM) tools is on the rise. According to a recent Metrigy Research report conducted in June 2025,

34% of organizations said WFM was the largest contributor to customer satisfaction out of their core workforce engagement management applications, and
46% said WFM most contributed to an increase in revenue.

A key driver of this expansion is the demand for flexible workforce solutions. CommunityWFM provides maximum flexibility so that agents have more control over their work schedules through AI-based scheduling and automated management of shift preferences. This flexibility enables seamless interaction between management and staff, as well as informing data-backed decisions that boost productivity and avoid the expenses of over or understaffing. “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.”

Makagon continues, “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.” CommunityWFM brings deep expertise in employee optimization and real-time adherence management, areas increasingly critical as businesses navigate hybrid work environments and complex regulatory requirements. The AI-driven forecasting and scheduling algorithms complement RingCentral’s existing analytics and automation capabilities.

“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.

Gonos continues, “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.” By integrating CommunityWFM with RingCX, customers will be able to coordinate workforce management functions that keep everyone involved in the process with features such as:

AI-powered forecasting and scheduling optimization
Automated schedule adjustment plans for real-time intraday management
Real-time adherence monitoring and alerting
Agent portal and mobile app for scheduling, shift swaps, and time off requests

The new capabilities are now available to RingCX customers as RingCentral AI Workforce Management (WFM). RingCentral AI WFM is available as an add-on to RingCX. Contact your service provider for more details.