CommunityWFM, Inc.

CommunityWFM, Inc., also known as Workforce Management Software Group, is a workforce management software company specializing in solutions for contact centers. Founded in 2005 and headquartered in Richardson, Texas, the company focuses exclusively on providing advanced forecasting, scheduling, intraday management, and agent engagement tools that help customer service operations optimize efficiency and control labor costs. In 2025, the company was acquired by RingCentral to strengthen its RingCX portfolio with AI-driven workforce management technology, further expanding its market presence. Products and Services: 1. CommunityWFM Essentials - Workforce management solution for small to mid-sized contact centers. - Provides forecasting, scheduling, real-time adherence, reporting, and an agent portal. - Includes communication tools and mobile access for schedule visibility and time-off requests. 2. CommunityWFM Enterprise - Advanced WFM solution for large and complex contact centers. - Features automated intraday tools such as ASAP (Automated Schedule Adjustment Plans) and ASAM (Automated Schedule Attendance Monitor). - Supports schedule bidding, agent preferences, multi-site/multi-ACD integration, multilingual support, and robust analytics. 3. Community Everywhere (Mobile App) - Mobile companion for agents and supervisors available on iOS and Android. - Provides schedule access, PTO requests, adherence tracking, and shift notifications. - Supervisors can approve/deny requests, manage adherence, and communicate directly with agents. 4. Integration & Partner Solutions - APIs and connectors for integration with telephony, CCaaS, UCaaS, and WEM platforms. - Partnerships with companies like Zoom and Kore.ai for enhanced contact center capabilities. - White-label/OEM options for partners to rebrand and deploy the WFM solution. 5. Onboarding & Support Services - "Steps-to-Success" methodology for implementation and user adoption. - Customer success programs with ongoing support and optimization guidance. - Training resources for analysts, supervisors, and agents to maximize ROI.