RingCentral has acquired CommunityWFM, a cloud-based workforce management (WFM) technology provider, to enhance its RingCX contact center-as-a-service (CCaaS) offering. RingCX has gained over 1,000 customers, largely due to its strong integration with RingEX for unified communications. By bringing CommunityWFM into the fold, RingCentral fills a key gap in RingCX’s capabilities, introducing AI-driven workforce management features—now branded as “RingCentral AI Workforce Management (WFM)”—available as an add-on starting at $20 per agent per month.
The acquisition adds a robust suite of AI-powered tools—forecasting, scheduling, intraday management, real-time adherence tracking, agent portals, and shift swap features—under a unified platform, combining quality assurance and workforce optimization capabilities. RingCentral’s leadership highlights that this integration not only streamlines operations but also enhances agent empowerment and customer experience. While this move strengthens RingCentral’s product portfolio and brings in new customers, it also reflects a broader consolidation trend in the WFM market, raising questions about the future of independent vendors and innovation in the space. Learn more at CX Today.