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

Key Terms

idc marketscape technical

IDC MarketScape is a third‑party research report that evaluates and ranks technology vendors within a specific market, summarizing each provider’s strengths, weaknesses and market position on an easy‑to‑read visual “map.” Investors treat it like an independent report card to compare competitors, understand who leads or lags, and spot product or market risks and opportunities that can affect company value.

workforce engagement management technical

Workforce engagement management is the set of tools and practices companies use to organize, motivate and measure their employees’ day-to-day work and satisfaction—think of a conductor coordinating an orchestra so each player performs at the right time and tempo. Investors care because better engagement usually means higher productivity, lower turnover and improved customer service, which can reduce costs and boost revenue, making a business more efficient and predictable.

ai-driven forecasting technical

AI-driven forecasting uses computer programs that learn from large amounts of data to predict future outcomes such as sales, demand, or market trends. It matters to investors because these predictions can speed decision-making and highlight hidden patterns—like a weather app that combines many sensors to forecast a storm—helping weigh potential gains and risks more quickly than relying on manual analysis alone.

quality management technical

A structured set of policies, processes and checks a company uses to ensure its products, services or operations consistently meet required standards and regulations. Think of it as the company’s recipe and kitchen routine that prevents mistakes, keeps customers and regulators satisfied, and reduces the chance of costly recalls, fines or reputation damage—factors that directly affect revenue, risk and investor confidence.

conversation intelligence technical

A software-driven process that listens to and analyzes recorded calls, messages, meetings and chat transcripts to pull out patterns, sentiment and key topics. For investors, it turns everyday customer and sales conversations into measurable signals about demand, product problems, management effectiveness or regulatory risks—like a smart analyst that reads every customer call to show whether a business is growing, struggling, or exposed to trouble.

screen recording technical

A screen recording is a digital video that captures what appears on a computer, tablet or phone display—including cursor movements, menus, on‑screen text and often accompanying audio—like a recorded video walkthrough of using an app or device. Investors treat these recordings as concise evidence of how a product works, how customers experience it, or how issues reproduce, which helps assess usability, commercial potential, regulatory compliance and operational risk.

cloud-native technical

Cloud-native describes a way of creating and running applications that are designed specifically to operate smoothly on cloud computing platforms. Think of it as building a house with flexible, lightweight materials that can be easily moved, scaled, or adjusted as needed, rather than using rigid, traditional construction. For investors, it signifies technology that is more adaptable, efficient, and capable of quickly responding to changing market demands.

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

View source version on businesswire.com: https://www.businesswire.com/news/home/20260114525308/en/

Media Contact:

Mariana Leventis

Mariana.Leventis@ringcentral.com

Source: RingCentral, Inc.