TLDR: RingCentral, a leader in AI-powered business communications, has acquired CommunityWFM, an AI-first cloud-based workforce management solution. This strategic move, announced on September 8, 2025, aims to integrate advanced AI-driven workforce management capabilities into RingCentral’s RingCX contact center platform, promising to optimize operations, improve agent experience, and drive customer satisfaction. The new ‘RingCentral AI Workforce Management’ solution is available as an add-on to RingCX, starting at $20 per agent per month.
BELMONT, Calif. – RingCentral, Inc. (NYSE: RNG), a global leader in AI-powered business communications, announced on Monday, September 8, 2025, its acquisition of CommunityWFM, a prominent cloud-based, AI-first contact center workforce management (WFM) software solution. This strategic acquisition is set to significantly bolster RingCentral’s RingCX contact center platform by integrating advanced AI-driven workforce management capabilities, with the primary goals of streamlining contact center operations and elevating the agent experience.
The newly integrated offering, branded as ‘RingCentral AI Workforce Management,’ is now available as an add-on to existing RingCX customers, with pricing starting at $20 per agent per month. This move underscores RingCentral’s ongoing commitment to expanding its AI-first product portfolio, following earlier initiatives in 2025 such as the launch of an AI Receptionist in July.
Industry experts and company executives alike highlight the transformative potential of this integration. Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics, commented on the significance of combining contact center and WFM solutions into a single cloud-based platform. She stated, “Especially for SMBs, having these two CX solutions as part of a single cloud-based contact center is the best way for businesses to take advantage of all the AI-based productivity and personalization innovations available today.” McGee-Smith further emphasized that the combination of CommunityWFM’s mature WFM capabilities with RingCentral’s AI-first RingCX platform provides organizations with a cohesive, single-vendor solution addressing both operational efficiency and agent experience.
Kira Makagon, President & COO at RingCentral, echoed this sentiment, asserting, “Great customer experiences start with empowered agents, and that demands intelligent workforce management.” The acquisition is expected to empower businesses to optimize agent scheduling and staffing levels through CommunityWFM’s AI-based forecasting and automation. Key features of the integrated solution include AI-powered forecasting and scheduling optimization, automated schedule adjustment plans for real-time intraday management, real-time adherence monitoring and alerting, and an agent portal and mobile app for flexible scheduling, shift swaps, and time off requests.
Daryl Gonos, CEO and Co-founder of CommunityWFM, expressed enthusiasm for the future, stating, “Joining RingCentral amplifies our ability to improve contact center efficiency and customer service delivery while controlling operating expenses and enhancing the agent work experience.” He also noted that RingCentral had already been utilizing CommunityWFM’s platform within its own customer support operations.
The adoption of advanced, AI-powered WFM tools is experiencing a significant surge. A recent Metrigy Research report indicates that 34% of organizations identify WFM as the largest contributor to customer satisfaction among their core workforce engagement management applications, and 46% reported that WFM most contributed to an increase in revenue.
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Financially, RingCentral demonstrates strong performance, having generated $2.46 billion in revenue over the last twelve months with a robust 71% gross margin. The company has also shown consistent growth, with revenue increasing by 6.5% year-over-year. InvestingPro data further indicates positive market sentiment, with 10 analysts recently revising their earnings expectations upward for RingCentral for the upcoming period. The financial terms of the acquisition were not disclosed.
