On November 3, 2025, RingCentral, Inc. (NYSE: RNG), a prominent player in AI-powered business communications, announced the unveiling of its latest innovation, RingWEM (Workforce Engagement Management). This next-generation suite is designed to enhance the capabilities of the company’s existing cloud contact center solution, RingCX™, and builds on the recent acquisition of CommunityWFM.

1. A New Era of Customer and Employee Engagement

Jim Dvorkin, Senior Vice President of Customer Experience Products at RingCentral, emphasized the importance of customer experience and employee engagement in driving business success. “Focus on customer experience and employee engagement is what separates businesses that thrive from those that stall,” he stated. Dvorkin highlighted that RingWEM redefines operational optimization while empowering employees, turning every interaction into actionable intelligence that fosters smarter service and stronger performance.

Alpa Shah, Global Vice President of CX Practice at Frost & Sullivan, echoed this sentiment, noting that RingCentral’s approach to Workforce Engagement Management represents the next phase in the evolution of contact centers. The new suite integrates AI Quality Management, Analytics, and Workforce Planning into a cohesive unit, positioning organizations to transform customer interactions into strategic assets.

2. Key Features of the RingWEM Suite

The RingWEM suite boasts several advanced features that aim to improve agent performance, enhance customer satisfaction, and drive operational efficiencies:

AI Quality Management: This feature utilizes AI to automatically score calls and provide coaching for contact center agents, ensuring continuous improvement in service quality.

AI Workforce Management: With AI-driven predictive forecasting and scheduling, this tool aligns staffing with demand in real-time, thereby reducing contact center costs and enhancing service levels.

AI Interaction Analytics: This capability offers insights into customer satisfaction (CSAT) across various channels, revealing call drivers, customer intents, and sentiment trends, which can uncover opportunities for organizational growth.

Screen Recording: Supervisors can utilize synchronized call and screen recordings to evaluate agent interactions comprehensively, enhancing visibility into conversation quality and workflow efficiency.

3. Real-World Impact and Customer Feedback

The practical application of RingWEM's capabilities has already shown promising results for clients. Thomas Darling, Customer Satisfaction Supervisor & Supply Manager at Novatech, an IT professional services firm, shared their experience: “We’ve reduced after-call work time by 43%, review calls 70% faster, and our agents now handle up to 20% more calls per day—all while delivering a more personalized customer experience.” This feedback underscores the significant benefits of visibility, automation, and AI insights that RingWEM provides.

4. Availability and Purchasing Options

RingWEM is currently in controlled availability, with general availability expected to roll out in early 2026. Customers can purchase the RingWEM suite as a standalone product or in conjunction with one of the new RingCX tiers: Standard, Professional, and Elite.

5. Conclusion

RingCentral's launch of RingWEM marks a significant advancement in the realm of workforce engagement management, combining innovative AI technologies with a user-centric approach to enhance both customer experience and employee productivity. As businesses continue to seek ways to adapt to a rapidly changing landscape, solutions like RingWEM may very well be the key to thriving in an increasingly competitive environment.

For more information on RingWEM and its features, businesses are encouraged to visit RingCentral’s official website.

Original press release