RingCentral has acquired CommunityWFM.

RingCentral, a global leader in AI-powered business communications, has just acquired CommunityWFM.

This acquisition comes at the right time in tech history as demand for AI-powered WFM has risen sharply. As hybrid and remote workforces become the norm, organizations have been able to extract talent from around the globe.

However, managing them is quite different. With this move, RingCentral tackles two facets and enables global workforce management.

These are:

1. Strengthen their global business communications.
2. Use their AI capabilities to improve CommunityWFM’s contact centers.

RingCentral has tried to enter the CC-a-a-S but couldn’t because of a native WFM system. This acquisition will help them bridge this gap.

“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.” — Kira Makagon, President & COO, RingCentral.

This quote makes it clear that RingCentral wants to become a one-stop shop for businesses looking to optimize operations. Mix AI-Powered systems in this, and you get a powerful tool that can empower businesses.

The Benefits?

1. Operations and leadership can benefit from better forecasting, less manual work, and better real-time adjustments in schedules.
2. Customer experience (CX) may improve as staffing better matches demand (reduced wait times, fewer dropped calls, etc.).

But what are the things to watch out for?

1. How RingCentral integrates CommunityWFM: technology, UI/UX changes, rollout timelines.
2. Whether pricing tiers or feature bundles change over time.
3. How competitors respond ‒ will other CCaaS / UCaaS vendors accelerate building/acquiring WFM?
4. Feedback from actual users/employees: Does the promised benefit hold up in real usage?

As the global workforce transforms, RingCentral will find itself leading the pack. However, as with all things tech, only time will tell.