Business Details
21 Years
experience
Workforce Management Software Solutions
CommunityWFM is a software company founded in 2005 by a team of workforce management (WFM) experts dedicated to innovation in the contact center industry. Our solutions are designed with a focus on collaboration between remote WFM analysts, supervisors, and agents to enhance forecasting and scheduling efficiency. We offer cloud-based workforce management software that automates critical intraday tasks, ensuring the right number of staff are available at the right time. Our technology supports multilingual capabilities, including Canadian French, Brazilian Portuguese, and Mexican Spanish, catering to global contact centers. The acquisition by RingCentral in 2025 expanded our AI-powered communication solutions, further solidifying our position as an industry leader.Our onboarding process, Steps-to-Success, is unmatched in the industry, leveraging best practices to ensure rapid and effective product adoption. We prioritize ease of use with a modern, intuitive interface that simplifies complex WFM processes. Our communication tools integrate seamlessly with platforms like Microsoft Teams, Slack, and the Community Everywhere mobile app, fostering real-time collaboration. We are committed to compliance with GDPR and SOC 2 standards, ensuring data security and operational excellence. Our mission is to empower contact centers with innovative solutions that improve agent productivity, reduce costs, and enhance customer satisfaction.
Services
Forecasting
Scheduling
Intraday Management
Agent Portal
Mobile App
Reporting
Adherence Monitoring
Time Off Management
Custom Integrations
Cloud Hosting
Details
- Year established: 2005
Highlights and features
- Founded in 2005 with a sole focus on WFM innovation
- Cloud-based solutions for scalable contact centers
- Multilingual support for global operations
- Steps-to-Success onboarding led by WFM experts
- Community Everywhere mobile app for real-time communication
Associations and certifications
- GDPR
- SOC 2
What people say
Increase adherence
Modern design
Improve operations
Real-time communication
Reduce costs
Services
Forecasting
CommunityWFM's forecasting tools use skill-based, omni-channel data to predict staffing needs. The system integrates historical and real-time data, enabling accurate predictions for call volumes, emails, and chat interactions. Features include shrinkage adjustments and service objective alignment, helping contact centers optimize resources and reduce operational costs.
Scheduling
The scheduling solution automates the creation of fixed, floating, and rotating schedules. It supports intraday re-optimization and shift bidding, allowing agents to influence their schedules. The system measures efficiency and adjusts costs versus coverage, ensuring compliance with labor laws while improving agent satisfaction and operational flexibility.
Intraday Management
Intraday tools enable dynamic adjustments to staffing levels based on real-time demand. Features like Automated Schedule Adjustment Plans (ASAP) and attendance tracking help supervisors respond to unexpected absences or volume spikes. This ensures service levels are maintained without overstaffing, enhancing cost efficiency.
Agent Portal
The Agent Portal provides a centralized dashboard for viewing schedules, requesting time off, and receiving notifications. It supports adherence tracking and communication preferences, empowering agents to manage their workflows. This self-service approach reduces administrative burdens and improves transparency between teams.
Mobile App
The Community Everywhere mobile app allows agents and supervisors to manage schedules and communicate shifts remotely. Features include real-time schedule updates, PTO requests, and over/under-time notifications. The app enhances flexibility for remote workers and ensures continuous engagement across distributed teams.
Questions
What makes CommunityWFM's forecasting different from competitors?
Our forecasting uses skill-based, omni-channel data and shrinkage adjustments for higher accuracy, integrating historical and real-time metrics.
How does the scheduling tool improve agent satisfaction?
Shift bidding and self-service options let agents influence schedules, balancing cost efficiency with workforce preferences.
Can CommunityWFM integrate with existing systems?
Yes, we offer custom integrations with ACDs, HR software, and platforms like Microsoft Teams or Slack.
Is CommunityWFM suitable for small businesses?
Yes, the Essentials plan offers scalable features for SMBs, with seamless upgrades to Enterprise as needed.
How does the onboarding process work?
Steps-to-Success includes training, integration setup, and post-launch optimization led by former WFM professionals.
What compliance standards does CommunityWFM meet?
We comply with GDPR and SOC 2 standards for data security and operational integrity.
