RingCentral, a global leader in AI-powered business communications, has announced the acquisition of CommunityWFM, a cloud-based, AI-first workforce management software provider focused on contact center operations. This acquisition enhances RingCentral’s RingCX® contact center platform by integrating advanced AI-powered workforce management capabilities designed to optimize contact center efficiency while improving the agent experience.
CommunityWFM specializes in providing flexible and intelligent workforce management solutions that enable agents to have greater control over their schedules through AI-driven scheduling and automated shift preference management. This flexibility fosters better communication between management and staff and supports data-informed decisions that help increase productivity while minimizing costly overstaffing or understaffing.
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RingCentral’s President and COO, Kira Makagon, emphasized the importance of intelligent workforce management in delivering excellent customer experience and empowering agents. She highlighted how combining CommunityWFM’s mature AI workforce management tools with RingCX’s AI-first approach creates a comprehensive platform that addresses both operational efficiency and agent empowerment. This integration marks a significant step in extending RingCentral’s AI innovation portfolio, encompassing real-time guidance, quality management, analytics, and now workforce optimization.
CommunityWFM’s CEO and co-founder, Daryl Gonos, expressed enthusiasm about joining RingCentral, noting that RingCentral already uses CommunityWFM’s platform within RingCX for its own customer support operations. Leveraging AI-driven forecasting, CommunityWFM delivers accurate workforce predictions with less manual effort, creating a unified and intelligent experience that simplifies current workforce management challenges and anticipates future needs within hybrid work environments and evolving customer demands.
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With this acquisition, RingCX customers will benefit from features such as AI-powered forecasting and scheduling optimization, automated schedule adjustments for real-time intraday management, real-time adherence monitoring and alerts, and an agent portal with mobile capabilities for scheduling, shift swaps, and time-off requests. The CommunityWFM team, including its founders, will join RingCentral leadership to help scale the offerings globally.
This move aligns with a growing market trend wherein 34% of organizations report workforce management as a key driver of customer satisfaction, and 46% credit it with increasing revenue, underscoring the rising demand for AI-based, flexible workforce solutions in contact centers. By incorporating CommunityWFM’s capabilities natively within RingCX, RingCentral positions itself as a provider of one of the most comprehensive and AI-advanced contact center platforms in the market.
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