RingCentral expands contact center capabilities with CommunityWFM acquisition
RingCX customers can now leverage CommunityWFM’s range of AI-powered workforce management tools
RingCentral has announced an expansion of its RingCX platform with the acquisition of AI workforce management (WFM) provider, CommunityWFM.
CommunityWFM’s advanced, AI-driven workforce management tools will be integrated into the contact center platform to further streamline contact center operations and improve the agent experience, the vendor said.
Founded in 2005, CommunityWFM’s cloud-based workforce management platform unifies staff-focused capabilities such as intelligent scheduling, time and attendance tracking, labor analytics, and compliance management.
In an announcement, RingCentral president and COO, Kira Makagon, said the move positions the company to deliver the “next level” of innovation in the WFM market. Terms of the deal were not disclosed.
“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,” she explained.
Flexible WFM
The CommunityWFM platform offers AI-based scheduling and automated management of shift preferences for streamlined interaction between management and staff, improved data-driven decision making, while avoiding the costs of over or understaffing.
With its integration, RingCX customers will be able to leverage automated schedule adjustment, real-time adherence monitoring and alerts, as well as an agent portal and mobile app for processing activities such as shift swaps and time off requests.
RingCentral said CommunityWFM’s AI-driven forecasting and scheduling algorithms complement its existing analytics and automation capabilities to create a single vendor solution that tackles both operational efficiency and agent experience.
“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," Makagon added.
The new capabilities are available to RingCX customers as RingCentral AI WFM and can be implemented as an add-on to RingCX, starting from $20 per agent per month.
Amplified efficiency
Commenting on the acquisition, Daryl Gonos, CEO and co-founder of CommunityWFM, said RingCentral’s reach and resources will amplify the company’s ability to deliver contact center efficiencies across hybrid environments.
"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,” he explained.
“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."
Make sure to follow ITPro on Google News to keep tabs on all our latest news, analysis, and reviews.
MORE FROM CHANNELPRO
-
Post-cloud strategy: Architecting the next enterprise stackAs enterprises rethink their dependence on hyperscale, hybrid architectures are emerging as the new foundation for resilient, AI-ready infrastructure
-
Anthropic just launched Claude Fable 5, its first Mythos-class AI modelNews The launch of Claude Fable 5 marks the first public release of a Mythos-class AI model
-
SecurityHQ names Aaron Hambleton as VP of product and servicesNews Industry veteran will lead product and service innovation across the provider's cybersecurity portfolio
-
EfficiencyIT taps Schneider Electric channel exec in growth driveNews The modular data center specialist has strengthened its executive bench with the arrival of Giles Pattison as business transformation director
-
SCC appoints former Microsoft leader to head up UK public sector businessNews Alexandra Wilkinson joins the Birmingham-based provider as it looks to expand public sector growth and AI adoption initiatives
-
Panasonic Toughbook marks 30th year with new European partner programNews The revamped initiative introduces a new deal registration system, enhanced training programs, and fresh growth incentives
-
Version 1 to expand AI services with CreateFuture acquisitionNews The deal will create a €500m digital transformation business with more than 4,000 employees
-
Integris makes first international move with Australian MSP acquisitionNews The provider’s first international acquisition will extend its reach across APAC
-
Node4 names new CEO and chair in double leadership swoopNews Neil Muller joins the business as chief executive officer, while Patrick De Smedt has been named non-executive chair
-
Claroty names John Ryan as new global channel chiefNews The experienced channel leader will head up Claroty’s global partner strategy as the vendor looks to scale ecosystem growth
