RingCentral, Inc, a global leader in AI-driven business communications, has launched RingWEM, a next-generation Workforce Engagement Management (WEM) suite that builds on its recent acquisition of CommunityWFM. Designed to enhance RingCentral’s cloud contact center platform, RingCX™, RingWEM combines advanced AI-powered quality management, workforce planning, and analytics to improve agent performance, operational efficiency, and customer satisfaction. “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.”
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The suite includes AI Quality Management, AI Workforce Management, AI Interaction Analytics, and Screen Recording, enabling predictive scheduling, automated coaching, and sentiment-driven insights across customer channels. Alpa Shah, Global Vice President, CX Practice at Frost & Sullivan, noted that RingCentral’s integrated approach marks “the next phase of contact center evolution.” Early adopters, including Novatech, report significant performance gains-cutting after-call work time by 43%, reviewing calls 70% faster, and boosting agent productivity by 20% more calls per day-all while delivering a more personalized customer experience.