RingWEM includes native AI Quality Management, AI Workforce Management, AI Interaction Analytics, and Screen Recording

Today we announced RingWEM, a next-generation Workforce Engagement Management 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.

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.

The next evolution in contact center excellence

RingWEM represents a significant leap forward in how organizations can optimize their contact center operations. By harnessing the power of artificial intelligence across three critical pillars – agent performance, customer sentiment, and operational planning – RingCentral is enabling businesses to deliver superior customer experiences while maximizing operational efficiency.

Elevating agent performance with AI Quality Management

Agent performance lies at the heart of any successful contact center. RingCentral’s AI Quality Management and Agent Screen Recording transform how supervisors coach and develop their teams:

  • Automated quality management: AI-powered evaluations automatically score 100% of interactions against customized quality criteria, eliminating manual sampling and providing comprehensive performance insights.
  • Personalized coaching: The AI-based system identifies coaching opportunities by analyzing conversation patterns and observing agent workflows, enabling supervisors to deliver targeted guidance where it’s needed most.
  • Performance analytics: Comprehensive dashboards provide a holistic view of agent performance metrics, conversation trends, and common topics, helping supervisors make data-driven decisions.

Intelligent operational planning with AI Workforce Management (AI WFM)

AI WFM offers key benefits: accurate forecasting and scheduling to optimize staffing with AI for multiple forecasts. Automated scheduling, time-off, and adherence simplify admin, allowing focus on performance. AI WFM enhances efficiency, service quality, and strategic planning:

  • Precision forecasting: AI algorithms analyze historical data, seasonal trends, and business drivers to predict contact volumes with unprecedented accuracy.
  • Intelligent scheduling: The system automatically generates optimal agent schedules that balance service levels, agent preferences, and business requirements.
  • Real-time adherence: Dynamic intraday management tools adjust to changing conditions, ensuring service levels remain consistent even during unexpected volume spikes.
  • Scenario planning: Supervisors can run “what-if” scenarios to evaluate the impact of different staffing models and business changes before implementation.

Decoding customer sentiment with AI Interaction Analytics

Understanding how customers truly feel about their interactions is critical for continuous improvement. RingWEM provides comprehensive insights into customer sentiment through post-interaction Surveys and AI Interaction Analytics:

  • Sentiment analysis: Advanced AI algorithms analyze voice tone, word choice, and conversation patterns to accurately assess customer satisfaction.
  • Topic detection: The system automatically identifies emerging issues and trends across customer interactions, enabling proactive problem-solving.
  • Feedback integration: RingWEM correlates post-interaction surveys with conversation analysis, providing a multi-dimensional view of the customer experience.
  • Intuitive dashboards: Turn data into actionable insights by analyzing trends from every conversation

This deeper understanding of customer sentiment allows organizations to address issues before they escalate, transforming potentially negative experiences into positive ones.

The synergy of the three pillars

While each pillar delivers significant value independently, their true power emerges when they work in concert:

  • Performance insights from agent evaluations inform more accurate forecasting and scheduling
  • Optimized scheduling ensures the right agents are available at the right times to meet customer expectations
  • Customer sentiment analysis helps identify training needs and coaching priorities

Together, these capabilities create a cycle of continuous improvement that elevates the entire contact center operation. RingWEM turns every customer interaction into actionable intelligence, delivering smarter service and stronger performance.

These AI-powered Workforce Engagement Management capabilities are already having an impact on RingCentral customers. For example, Novatech has seen a 43% reduction in after-contact work, 70% decrease in call review time, and a 20% increase in daily calls handled per agent.

Available in new RingCX Professional and Elite packages

RingWEM can be purchased standalone or in conjunction with one of the RingCX tiers:

  • Standard: The core RingCX™ platform that includes Surveys and Agent Screen Recording to capture feedback and monitor agent performance for quality and compliance.
  • Professional: Includes everything in the Standard tier, and adds AI Quality Management plus AI Agent Assist, providing real-time insights, live transcripts, and AI-driven suggestions that help agents and supervisors resolve issues faster and improve every interaction.
  • Elite: The most comprehensive tier, includes everything in the Professional tier and adds AI Interaction Analytics, AI Supervisor Assist, and AI Workforce Management, completing the WEM Suite of capabilities.

Both Standard and Professional tiers give flexibility for customers to add other add-on modules a la carte, with Elite being all inclusive. RingCentral AI Receptionist™ is available as an add-on to all tiers.

Contact your RingCentral representative today to learn how RingWEM can transform your contact center operations and elevate your customer experience to new heights.

Learn more about RingWEM.

Updated Nov 05, 2025