RingCentral, Inc., a global provider of AI-powered business communications and contact center solutions, has been named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026. The recognition highlights RingCentral’s strength in delivering AI-driven workforce engagement capabilities that help organizations improve agent performance, control labor costs, and elevate customer experiences at scale.
The IDC MarketScape assessment evaluates vendors on their ability to support modern contact center operations through AI-enabled forecasting, scheduling, quality management, analytics, and workforce optimization. RingCentral’s workforce engagement management solution, RingWEM, is delivered natively within its AI-first contact center platform, RingCX™, providing enterprises with a unified and cloud-native approach to workforce engagement.
According to IDC, RingCentral is particularly well-suited for large, complex organizations operating across multiple regions. Lou Reinemann, Research Director at IDC, noted that RingCentral stands out as a strong option for enterprises with international operations, hybrid work environments, and geographically distributed teams, citing the platform’s flexibility, reliability, and global reach as key differentiators.
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RingCentral has continued to expand its AI capabilities across RingCX, embedding intelligence throughout the contact center lifecycle. These capabilities include real-time agent assistance, AI-driven workforce management, automated quality monitoring, and integrated conversation intelligence. Beyond supporting frontline agents, RingCentral applies AI to operational planning, using adaptive forecasting models that respond dynamically to changing demand and reduce reliance on manual workforce planning processes.
RingWEM plays a central role in this strategy. Built directly into RingCX rather than integrated through third-party tools, RingWEM provides an end-to-end workforce engagement experience in a single platform. It unifies AI-powered forecasting and scheduling, quality management, screen recording, and performance analytics, allowing contact center leaders to automate workforce decisions while maintaining consistent service levels.
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This natively integrated approach enables organizations to better align agent experience with customer experience. Supervisors gain clearer visibility into performance drivers, agents receive in-the-moment guidance during live interactions, and leadership teams can make data-driven decisions to optimize staffing and costs across large-scale operations.
“Contact centers are racing to keep pace with rising customer expectations and increasingly complex operational demands,” said Jim Dvorkin, Senior Vice President of Customer Experience Products at RingCentral. “Our focus is on delivering AI that provides practical, actionable intelligence—improving every conversation while supporting agents and supervisors behind the scenes. With RingWEM, that intelligence also powers smarter workforce decisions, helping organizations run more efficient and resilient contact center operations.”
The IDC MarketScape recognition reinforces RingCentral’s position as a leader in AI-enabled contact center workforce engagement, as enterprises continue to prioritize automation, scalability, and data-driven decision-making in customer experience operations.
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