RingCentral expands contact center capabilities with CommunityWFM acquisition

"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."

""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."

RingCentral expanded its RingCX contact center platform through the acquisition of AI workforce management provider CommunityWFM. CommunityWFM provides a cloud-based WFM platform founded in 2005 that unifies intelligent scheduling, time and attendance tracking, labor analytics, and compliance management. Integration adds AI-based forecasting and automated schedule adjustment, real-time adherence monitoring and alerts, plus an agent portal and mobile app for shift swaps and time-off requests. The combined capabilities aim to reduce over- and understaffing, improve data-driven decisions, and enhance agent experience while complementing RingCentral's existing analytics and automation. Terms of the deal were not disclosed.

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