The new solution complements RingCentral’s native cloud contact centre, RingCX, by adding capabilities for agent performance, customer satisfaction, and operational efficiencies with integrated, AI-powered insights.
RingCentral, a provider of AI-powered business communications, has announced RingWEM, a new offering that leverages and extends the recent acquisition of CommunityWFM workforce management.
This new solution complements RingCentral’s native cloud contact centre, RingCX, by adding 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 optimise their operations and empower their employees. By turning every interaction into actionable intelligence, RingCentral helps organisations deliver smarter service, stronger performance, and the kind of customer experiences that drive lasting growth.”
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Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan, said, “RingCentral’s approach to Workforce Engagement Management exemplifies the next phase of contact centre evolution.”
“By integrating AI Quality Management, Analytics, and Workforce Planning into one cohesive suite, RingCentral is helping organisations 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 centre agents.
- AI Workforce Management – Provides AI-based predictive forecasting, scheduling, and real-time intraday adherence to align staffing with demand—reducing contact centre costs and improving service levels.
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- 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 synchronised 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 personalised customer experience. The visibility, automation, and AI insights we now have are game-changers.”
RingWEM is currently in controlled availability with general availability expected in early 2026.
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