RingCentral Named a Leader in the IDC MarketScape for AI-Enabled Contact Center Workforce Engagement Management

RingCentral expands AI innovation leadership across workforce engagement, agent support, and customer experience operations

BELMONT, Calif.--(BUSINESS WIRE)--RingCentral, Inc. (NYSE:RNG), a global leader in AI-powered business communications, today 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.”

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.

“Contact centers are racing to match rising customer expectations and the realities of today’s 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.”

To learn more about RingCX and how to create effortless customer experiences with AI, visit ringcentral.com/ringcx.

About IDC MarketScape

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.

About RingCentral

RingCentral is a global leader in agentic voice AI–powered cloud business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. Powered by advanced AI capabilities, RingCentral AI receptionist, virtual assistant, and conversation intelligence address every phase of the conversation journey — before, during, and after each human interaction. With RingCentral, businesses can work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more.

© 2026 RingCentral, Inc. All rights reserved. RingCentral, RingCX and the RingCentral logo are trademarks of RingCentral, Inc.

¹ Doc# US53001425 12/9/25