RingCentral Recognized as IDC MarketScape Leader in AI Contact Center WEM
RingCentral expands AI innovation leadership across workforce engagement, agent support, and customer experience operations
RingCentral, Inc. a global leader in AI-powered business communications, announced it has been named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026.1 The IDC MarketScape evaluates vendors on their ability to support workforce engagement through AI-driven forecasting, scheduling, quality management, and analytics. RingCentral’s RingWEM delivers these capabilities natively within RingCX™, enabling organizations to optimize workforce performance, control labor costs, and improve customer engagement at scale.
“RingCentral stands out as an excellent option for large organizations looking for a comprehensive, AI-driven workforce engagement management platform,” said Lou Reinemann, Research Director at IDC. “The solution is particularly well-suited for companies with international operations, hybrid work models, or geographically dispersed teams, offering the flexibility, reliability, and global reach these environments demand.”
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RingCentral continues to accelerate AI innovation across its AI-first contact center solution, RingCX, spanning real-time agent assistance, AI-driven workforce management, automated quality monitoring, and integrated conversation intelligence. These capabilities extend beyond agent support to operational planning, with AI-powered forecasting that continuously adapts to changing demand and reduces reliance on manual workforce planning. The result is a more adaptive contact center environment where supervisors can coach more effectively, agents receive in-the-moment guidance, and organizations gain deeper visibility into performance drivers.
RingWEM is natively built into RingCX, delivering a seamless, end-to-end workforce engagement experience without the complexity of stitched-together tools. As a core differentiator of the RingCX platform, RingWEM unifies AI-driven forecasting, scheduling, quality management, screen recording, and performance analytics in a single, cloud-native solution. This integrated approach enables contact centers to automate workforce decisions, optimize labor costs, maintain consistent service levels at scale, and align agent experience with customer experience.
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“Contact centers are racing to match rising customer expectations and the realities of operational demands,” said Jim Dvorkin, Senior Vice President, Customer Experience Products at RingCentral. “Our goal is to provide contact center teams with AI that offers practical intelligence that improves every conversation and supports every agent. With RingWEM, that intelligence also powers forecasting and workforce decisions behind the scenes, helping organizations run more efficient, resilient contact center operations. We’re proud to be named a Leader in the IDC MarketScape for AI-Enabled Contact Center Workforce Engagement Management, as we believe it reinforces the importance of this mission.”
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