RingCentral, Inc. (NYSE: RNG), a global leader in AI-powered business communications, today announced RingWEM, a next-generation offering that leverages and extends the recent acquisition of CommunityWFM workforce management. This new comprehensive solution complements RingCentral’s native cloud contact center, RingCX™, by adding powerful capabilities for agent performance, customer satisfaction, and operational efficiencies with integrated, AI-powered insights.
“Focus on customer experience and employee engagement is what separates businesses that thrive from those that stall,” said Jim Dvorkin, SVP Customer Experience Products, RingCentral. “With RingWEM, we’re redefining how businesses optimize their operations and empower their employees. By turning every interaction into actionable intelligence, RingCentral helps organizations deliver smarter service, stronger performance, and the kind of customer experiences that drive lasting growth.”
“RingCentral’s approach to Workforce Engagement Management exemplifies the next phase of contact center evolution,” said Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan. “By integrating AI Quality Management, Analytics, and Workforce Planning into one cohesive suite, RingCentral is helping organizations turn customer interactions into strategic assets.”
The RingWEM Suite includes the following capabilities:
- AI Quality Management – Uses AI to automatically score calls and coach contact center agents.
- AI Workforce Management – Provides AI-based predictive forecasting, scheduling, and real-time intraday adherence to align staffing with demand—reducing contact center costs and improving service levels.
- AI Interaction Analytics – Delivers AI-driven customer satisfaction (CSAT) insights across voice and digital channels, exposing call drivers, customer intents, and sentiment trends to uncover opportunities for improvement and growth.
- Screen Recording – Enables supervisors to evaluate agent interactions holistically with synchronized call and screen recordings, providing comprehensive visibility into both conversation quality and workflow efficiency.
“RingCX AI has transformed the way our teams work,” said Thomas Darling, Customer Satisfaction Supervisor & Supply Manager, Novatech, an IT professional services company. “We’ve reduced after-call work time by 43%, we review calls 70% faster, and our agents now handle up to 20% more calls per day—all while delivering a more personalized customer experience. The visibility, automation, and AI insights we now have are game-changers.”
RingWEM can be purchased standalone or in conjunction with one of the new RingCX tiers – Standard, Professional, and Elite. More information can be found in the blog.
RingWEM is currently in controlled availability with general availability expected in early 2026.
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