What Community WFM does

CommunityWFM (legal name Workforce Management Software Group, Inc.) is a cloud-based workforce management software vendor founded in 2005 and headquartered at 3400 Waterview Parkway in Richardson, Texas. The company provides a 100% browser-based, AI-augmented WFM platform purpose-built for contact centers, combining AI-driven forecasting, scheduling optimization, automated schedule adjustment plans (ASAP), real-time intraday management, adherence monitoring, and an extensible reporting suite. Functional modules include Forecasting, Intraday Management, Reporting, Time Off Management (with priority-based bidding), an Agent Portal, and the Community Everywhere iOS/Android mobile app.

The product was historically sold in Enterprise and Essentials tiers through direct enterprise field sales supplemented by a channel partner program, targeting mid-market and enterprise contact centers in retail, healthcare, banking/credit unions, and other service-heavy verticals. Pricing was tiered and not publicly disclosed pre-acquisition. On September 8, 2025, RingCentral (NYSE: RNG) acquired CommunityWFM and rebranded the technology as RingCentral AI Workforce Management (WFM), priced as an add-on to the RingCX contact center platform starting at $20 per agent per month. The standalone legal entity continues to operate as a wholly-owned subsidiary with co-founders Daryl Gonos (CEO), Peter Schmidt (CTO), and Todd Cotharin (COO). The company remains small (11–50 employees) and earns the majority of post-acquisition revenue through software subscriptions tied to RingCX seat attach, plus legacy professional services revenue from onboarding, managed services, and custom integrations.

Name

Community WFM

Legal name

Workforce Management Software Group, Inc.

Website

https://communitywfm.com

Company type

Private

Founded year

2005

Operating status

Acquired

Headcount range

11–50 employees

Short description

CommunityWFM provides cloud-based, AI-driven workforce management software — including forecasting, scheduling, intraday management, and adherence — for mid-market and enterprise contact centers. Following RingCentral's September 2025 acquisition, the product is offered as RingCentral AI WFM, an add-on to the RingCX platform at $20 per agent per month.

Ownership category

akta.pro rank

Product category

Workforce Management Software

NAICS

Computer Systems Design and Related Services (54151), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

akta.pro secondary industry

Workforce Management & Scheduling Practices (EDABACAL)

Keywords

• Workforce management software
• Contact center scheduling
• AI forecasting tools
• Agent adherence monitoring
• Intraday management

Headquarters

HQ city

Richardson

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Software Subscription (Per Agent): SaaS subscription model with per-agent per-month pricing for workforce management software, offered as an add-on to RingCX contact center platform post-acquisition.
2. Professional Services: Onboarding, customer success, cloud hosting, managed services, and custom integrations offered as additional services to complement core WFM software.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels5 records

Core offering

CommunityWFM provides cloud-hosted, 100% browser-based workforce management (WFM) software purpose-built for contact centers of all sizes. The platform delivers AI-driven forecasting, scheduling optimization, Automated Schedule Adjustment Plans (ASAP), real-time adherence monitoring, intraday management, time off bidding, agent self-service, and reporting, with the Community Everywhere mobile app extending access to iOS and Android. Since RingCentral's September 2025 acquisition, the offering is sold as RingCentral AI Workforce Management (WFM), an add-on to the RingCX contact center platform.

Product overview

CommunityWFM is a cloud-based, AI-first workforce management software platform designed for contact centers. The core platform (CommunityWFM) provides a unified solution combining AI-powered forecasting, intelligent scheduling optimization, automated schedule adjustment plans (ASAP), real-time intraday management, adherence monitoring, and comprehensive reporting. The platform is offered in two tiers: Enterprise and Essentials, with RingCentral AI Workforce Management available as an add-on module following RingCentral's 2025 acquisition of CommunityWFM. Key product modules include Forecasting (AI-driven demand prediction), Scheduling Optimization (AI-based automated scheduling), Intraday Management (real-time schedule adjustments), Time Off Management (with bidding capabilities), Agent Portal (self-service for agents), and Community Everywhere (mobile app for iOS/Android). The platform emphasizes collaboration between WFM analysts, supervisors, and agents, with a focus on remote and hybrid workforce support.

Differentiator

Problem solved

Functional benefit

Brands

• Community Everywhere: Mobile workforce management app for agents and supervisors that extends the reach and impact of the CommunityWFM solution. Available for iOS and Android.

Products and services

• CommunityWFM Cloud-based, AI-first workforce management software platform for contact centers, combining forecasting, scheduling, intraday management, automated schedule adjustment plans, adherence monitoring, and agent self-service. Targeted at contact center operations of all sizes.
• RingCentral AI Workforce Management (WFM) AI-powered workforce management capability offered as an add-on to RingCX contact center customers following RingCentral's acquisition of CommunityWFM. Provides AI-driven forecasting, scheduling optimization, automated schedule adjustments, real-time adherence monitoring, and mobile app access.
• Community Everywhere mobile app Mobile workforce management app for iOS and Android extending CommunityWFM to agents and supervisors on the go. Enables schedule viewing, time off requests, adherence monitoring, shift change notifications, and real-time VTO/overtime offers via push notifications.
• Onboarding (Steps to Success) Guided onboarding service (Steps to Success) for new CommunityWFM customers, designed as a hallmark implementation process to accelerate time-to-value and drive ROI.
• Cloud Hosting Managed cloud hosting service for the CommunityWFM platform, providing the underlying infrastructure for the browser-based workforce management solution.
• Managed Services Ongoing managed services for CommunityWFM customers, supporting ongoing administration, optimization, and operational management of their WFM environment.
• Custom Integrations Custom integration services connecting CommunityWFM to customer-specific systems, including HR, payroll, and contact center platforms, supported by a dedicated integrations team.

Quantifiable outcome

• ROI achievable within a few months
• +3 more outcomes

Named customers2 records

Segments4 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

AI capability5 records

Feature6 records

Partnerships

One partnership is on record.

• RingCentralcoreStrategic or Co-development Partner · 8 September 2025RingCentral acquired CommunityWFM in September 2025 to expand its RingCX contact center platform with advanced AI-driven workforce management capabilities. CommunityWFM's capabilities are now offered as RingCentral AI Workforce Management (WFM) as an add-on to RingCX, starting at $20 per agent per month. RingCentral had already been using CommunityWFM internally to optimize their own customer support operations.

Scale indicators5 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Genesys: Genesys Cloud CX includes native workforce management (forecasting, scheduling, adherence) for contact centers. It competes with CommunityWFM at the platform level and as a WFM add-on, especially given RingCentral's positioning against Genesys in CCaaS.
• Talkdesk: Talkdesk is a cloud CCaaS platform with growing WFM and workforce engagement capabilities. It competes with the RingCX + CommunityWFM bundle for mid-market and enterprise contact center deals, particularly in AI-driven CX use cases.
• Verint Systems: Verint offers contact center WFM alongside workforce engagement, quality monitoring, and analytics. It directly competes with CommunityWFM in enterprise WFM and serves similar contact center customers with comparable forecasting and scheduling capabilities.
• Aspect Software (now Alvaria): Alvaria (formerly Aspect) provides contact center WFM and workforce engagement solutions. It directly competes with CommunityWFM in the WFM space and serves overlapping enterprise and mid-market contact center customers.
• Five9: Five9 is a major cloud CCaaS vendor that has expanded into WFM via partnerships and native capabilities. It overlaps with RingCentral/CommunityWFM's bundled CCaaS + WFM positioning and competes for the same enterprise contact center buyers.
• NICE Ltd. NICE is a long-established contact center WEM/WFM vendor with IEX Workforce Management, forecasting, scheduling, and adherence. It is a direct competitor in the contact center WFM space but operates a much broader portfolio spanning analytics, CX, and compliance.
• Teleopti (now part of Avaya): Teleopti (now Avaya WEM) provides contact center WFM and workforce engagement management. It is a direct competitor to CommunityWFM in enterprise WFM, with comparable forecasting and scheduling capabilities.

Emerging players

• PlayVox: PlayVox offers AI-powered workforce engagement and quality management for contact centers. It overlaps with CommunityWFM in WFM-adjacent capabilities (adherence, scheduling, agent engagement) and targets similar mid-market customers.
• Assembled: Assembled is a modern AI-driven WFM platform for support teams, with forecasting, scheduling, and real-time analytics. It targets similar contact center and support use cases as CommunityWFM, particularly digitally-native and mid-market customers.

Direct peers

• Calabrio (now Calabrio ONE): Calabrio ONE is a cloud-native contact center WFM suite including forecasting, scheduling, intraday management, and adherence. It is a close direct competitor to CommunityWFM, focused exclusively on the contact center WEM/WFM niche with similar AI-driven features.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/wfmsg
• LinkedInlinkedin.com/company/workforce-management-software-group-inc.

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Community WFM