RingCentral Launches RingWEM: An AI-driven Workforce Engagement Suite Built for Performance
RingCentral has introduced RingWEM, a workforce engagement management suite that builds on its acquisition of CommunityWFM and complements its cloud contact center, RingCX. The goal is simple: connect every interaction, schedule, and quality check to measurable outcomes for cost, service levels, and customer experience.
Announced from Belmont, Calif., on November 3, 2025, RingWEM brings AI across quality, planning, analytics, and compliance so leaders can run tighter operations with clearer visibility.
Why this matters for leaders
Customer expectations keep rising while budgets don't. Leaders need faster feedback loops, leaner staffing models, and consistent coaching at scale. RingWEM focuses on turning conversations into actions-so you can spot issues early, fix processes, and coach teams with evidence, not hunches.
As one industry perspective puts it, bringing quality management, analytics, and workforce planning into one suite helps convert customer interactions into strategic inputs for the business. That's the shift: from reporting to decisions.
What's in the RingWEM suite
- AI Quality Management - Automatically scores calls, flags coaching moments, and speeds up reviews with targeted insights.
- AI Workforce Management - Predictive forecasting, scheduling, and intraday adherence to align staffing with demand and control costs.
- AI Interaction Analytics - CSAT insights across voice and digital, with drivers, intents, and sentiment trends to guide product and process improvements.
- Screen Recording - Synchronized call and screen capture so supervisors can assess conversation quality and workflow efficiency together.
Early outcomes to benchmark
Novatech reports a 43% reduction in after-call work, 70% faster call reviews, and up to 20% more calls handled per agent per day-while improving personalization. Use these as directional targets when modeling ROI and setting your rollout metrics.
How to operationalize RingWEM (practical steps)
- Align on 3-5 KPIs - ACW, AHT, CSAT, FCR, adherence, shrinkage. Set baselines before pilots.
- Run a 60-90 day pilot - Start with one queue. Turn on auto-scoring, screen recording, and intent analytics. Compare coached vs. control groups.
- Standardize coaching - Build short, play-based coaching tied to AI flags. Timebox sessions to 10-15 minutes weekly.
- Tighten staffing - Use forecast accuracy and adherence reports to adjust schedules weekly; aim for fewer escalations during peaks.
- Close the loop - Feed call drivers and sentiment trends into product, policy, and training updates every sprint.
- Governance - Define data retention, role-based access, and compliance coverage across voice/screen recordings.
Availability and buying options
RingWEM is available standalone or alongside new RingCX tiers: Standard, Professional, and Elite. It's currently in controlled availability, with general availability targeted for early 2026.
About RingCentral
RingCentral provides cloud communications spanning business phone, SMS, contact center, workforce engagement, video collaboration, and messaging-augmented by AI receptionist, virtual assistant, and conversation intelligence. For details, visit ringcentral.com.
Resources
- RingCentral official site
- Frost & Sullivan perspective on Workforce Engagement Management
- Practical AI upskilling paths for managers (Complete AI Training)
Media contact
PR Contact: Mariana Leventis - mariana.leventis@ringcentral.com
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