RingCentral, Inc. announced on September 8, 2025, the acquisition of CommunityWFM, a cloud-based, AI-first contact center workforce management (WFM) software solution. This acquisition is set to strengthen RingCentral's RingCX® contact center platform with advanced AI-driven WFM capabilities, aiming to streamline contact center operations and elevate the agent experience.
Kira Makagon, President & COO of RingCentral, stated that great customer experiences start with empowered agents, which demands intelligent workforce management. The WFM market is experiencing a generational leap driven by cloud, AI, and automation, and this acquisition positions RingCentral to deliver the next level of innovation that balances the needs of customers, employees, and the enterprise.
CommunityWFM brings deep expertise in employee optimization and real-time adherence management, critical for hybrid work environments and regulatory compliance. Its AI-driven forecasting and scheduling algorithms complement RingCentral's existing analytics and automation capabilities. RingCentral AI Workforce Management (WFM) is now available as an add-on to RingCX, starting at $20 per agent per month.
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