An AI-Powered Workforce Engagement Management Suite to Transform Customer and Employee Experience
RingCentral, a global leader in AI-powered business communications and collaboration, today announced the launch of RingWEM, a next-generation Workforce Engagement Management (WEM) suite that redefines how organizations manage their customer experience and employee performance.
The new RingWEM offering builds on RingCentral’s recent acquisition of CommunityWFM, a recognized innovator in workforce management solutions. By combining CommunityWFM’s proven technology with RingCentral’s AI-driven contact center platform, RingCX™, RingWEM delivers an integrated suite of intelligent tools that optimize agent productivity, enhance customer satisfaction, and streamline operations across the enterprise.
Empowering Businesses with AI-Driven Workforce Engagement
Modern organizations recognize that the key to sustainable growth lies in customer experience (CX) and employee engagement. RingCentral’s RingWEM addresses both, using artificial intelligence (AI) and automation to transform every customer interaction into actionable insight.
“Focus on customer experience and employee engagement is what separates businesses that thrive from those that stall,” said Jim Dvorkin, SVP of Customer Experience Products at RingCentral. “With RingWEM, we’re redefining how businesses optimize operations and empower 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.”
The launch of RingWEM underscores RingCentral’s vision of making AI an integral part of the contact center, moving beyond traditional call management to create an intelligent, adaptive ecosystem that learns continuously from data and human interaction.
Industry Leaders Recognize RingWEM as the Next Evolution in Contact Center Intelligence
Industry experts view RingWEM as a milestone in the evolution of AI-powered contact center technology.
“RingCentral’s approach to Workforce Engagement Management exemplifies the next phase of contact center evolution,” said Alpa Shah, Global Vice President, CX Practice at 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 suite enables organizations to analyze, predict, and optimize performance in real time — combining data-driven insights with seamless user experiences.
Comprehensive AI Capabilities Designed for Modern Contact Centers
The RingWEM Suite provides an end-to-end set of AI-powered tools to help organizations drive operational excellence and elevate customer experience. Core components include:
1. AI Quality Management (AI-QM):
Automatically analyzes and scores customer interactions across voice and digital channels, enabling supervisors to identify coaching opportunities and performance trends. By eliminating manual review processes, AI-QM empowers managers to focus on strategic improvement rather than repetitive oversight.
2. AI Workforce Management (AI-WFM):
Utilizes predictive algorithms to forecast call volumes, schedule agents efficiently, and track real-time adherence. The result is optimized staffing levels that reduce operational costs and ensure consistent service delivery during peak and off-peak periods.
3. AI Interaction Analytics:
Harnesses AI to surface customer satisfaction (CSAT) insights, identify key call drivers, detect sentiment patterns, and reveal hidden opportunities for improvement. Organizations can better understand why customers reach out and proactively address pain points before they escalate.
4. Screen Recording and Interaction Monitoring:
Combines synchronized call and screen recordings for full visibility into both agent communication and workflow. Supervisors gain a 360-degree view of agent activity, helping them identify productivity gaps and streamline training and compliance.
Together, these capabilities give businesses a holistic understanding of agent performance, customer sentiment, and operational efficiency, allowing them to make smarter, data-backed decisions.
Delivering Measurable Results for Enterprises
Early adopters of RingCentral’s AI-powered technology have already seen transformative results.
“RingCX AI has transformed the way our teams work,” said Thomas Darling, Customer Satisfaction Supervisor & Supply Manager at Novatech, an IT professional services firm. “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.”
These outcomes reflect how RingWEM’s integrated design accelerates performance improvements across key contact center metrics — from first-call resolution and agent utilization to customer satisfaction and retention.
Flexible Deployment and Seamless Integration
RingWEM can be deployed as a standalone solution or integrated directly with RingCX, RingCentral’s all-in-one AI contact center platform. The suite is available across three RingCX tiers — Standard, Professional, and Elite — providing flexible options that scale with the needs of businesses of all sizes.
Organizations can choose the configuration that best fits their operational structure, ensuring quick adoption and measurable ROI without disrupting existing workflows.
Driving the Future of Intelligent Contact Centers
As customer expectations continue to evolve, businesses require more than just communication tools — they need intelligent systems that unify data, automation, and human insight. With RingWEM, RingCentral delivers a powerful, future-ready solution that connects the dots between employee engagement, customer experience, and business performance.
“RingWEM is not just an enhancement — it’s a transformation,” added Dvorkin. “We’re empowering companies to move from reactive management to proactive optimization, helping them create experiences that delight customers and inspire employees.”
