CommunityWFM
Procurement partnerAbout
CommunityWFM (formerly WFMSG) is a workforce management software company founded in 2005 that develops cloud-based WFM solutions for contact centers of all sizes. Their software automates forecasting, scheduling, intraday management, and agent adherence tracking for contact center operations. In 2025, RingCentral acquired CommunityWFM to expand its AI RingCX portfolio.
Details
VenSearch Intelligence
Ideal Customer
- CommunityWFM serves contact centers across the full size spectrum via two products: Essentials targets small to mid-size contact centers with fewer than 100 agents needing affordable core WFM functionality, while Enterprise targets large and multi-site contact centers managing 101 to 10,000 agents.
- Their sweet spot is mid-market to enterprise contact center operations that want more depth than native WFM tools embedded in CCaaS platforms, but without the complexity and cost of top-tier competitors like NICE or Verint.
Key Differentiators
- CommunityWFM differentiates on three primary pillars: simplicity and ease of use (an intuitive interface designed by WFM practitioners, with both products sharing a single codebase allowing seamless upgrades), a collaborative WFM philosophy (embedded communications tools that keep agents, supervisors, and WFM analysts connected in one platform rather than siloed), and a high-touch services model (every customer receives a dedicated success manager with WFM industry experience, plus onboarding delivered by former WFM professionals).
- The company earned consecutive Great Place To Work® certifications in 2023 and 2024 — with 100% employee approval in the second year — and was recognized as an AI-first innovator upon launching AI-driven automated forecasting in August 2025.
Industries Served
- CommunityWFM explicitly markets to a wide range of industries including banking and credit unions, insurance, healthcare, financial services, retail, hospitality, education, legal and government services, telecommunications, e-commerce, utilities, technical support, and business process outsourcing (BPOs).
- Their Talkdesk AppConnect listing categorizes them under Financial Services & Insurance, Travel & Hospitality, Healthcare & Life Sciences, Public Sector, Telecom, and Retail & Consumer Goods.
Service Coverage
- CommunityWFM operates primarily as a U.S.-focused company, headquartered in Richardson, Texas (Dallas-Fort Worth area), with its customer base concentrated in the United States.
- Their software supports both single-location and multi-site contact centers, with no publicly disclosed count of customer locations, though they describe serving 'thousands of users daily' across a range of contact center sizes from fewer than 100 agents up to 10,000 agents.
Partnerships
- CommunityWFM built an extensive technology partner ecosystem spanning CCaaS, UCaaS, AI, and workforce engagement management categories.
- CCaaS/UCaaS integrations include Amazon Connect (AWS), Avaya, Five9, Talkdesk (with a formal AppConnect marketplace listing), LiveVox, Mitel/ShoreTel, Siemens, Cisco WebEx, ComputerTalk, Genesys, and Zoom Contact Center.
Company Size & Ownership
- CommunityWFM was founded in 2005 (formerly known as Workforce Management Software Group, Inc. / WFMSG) by co-founders Daryl Gonos, Todd Cotharin, and Peter Schmidt.
- The company is small, with employee counts across sources ranging from approximately 28–50 employees, and estimated annual revenue in the $5M–$10M range (ZoomInfo estimates $6.7M; RocketReach and others estimate $5.1M).
Compliance & Certifications
- CommunityWFM holds SOC 2 Type II certification and has completed GDPR audits, both performed annually by the third-party information security firm KirkpatrickPrice.
- The SOC 2 Type II audit tests controls related to security and confidentiality, providing independent validation that CommunityWFM's cloud-hosted solution meets AICPA Trust Services Criteria.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
8 offeringsCloud Hosting
End-to-end cloud hosting for the CommunityWFM WFM software solution, hosted on Amazon Web Services (AWS) and leveraging Amazon Relational Database Service (RDS) for fast data access. The service supports single-location and multi-site organizations, scales with company growth, and typically makes the hosted instance available within a few days.
Community Everywhere Mobile App
A mobile application for agents, supervisors, and WFM professionals that enables on-the-go schedule management and team communication. Agents can view current and past schedules in real-time, submit PTO requests, receive over and under-time notifications, notify supervisors of tardiness, and take unplanned time off directly from the app.
CommunityWFM Enterprise
Enterprise-tier workforce management software designed for large and multi-site contact centers managing 101 to 10,000 agents. It includes advanced features such as Automated Schedule Adjustment Plans (ASAP), Automated Schedule Attendance Monitor (ASAM), shift bidding, multi-ACD data integrations, intraday management, agent adherence dashboards, and multilingual support in English, French Canadian, Mexican Spanish, and Brazilian Portuguese.
CommunityWFM Essentials
A streamlined workforce management software solution built for small to mid-size contact centers with fewer than 100 agents. It provides core WFM features including automated forecasting and scheduling, real-time adherence monitoring, automated data collection, an agent portal, and a mobile app at an affordable price point. Customers can upgrade to the Enterprise product with a simple license key change since both products share the same code base.
Custom Integrations
A custom integration development service that connects CommunityWFM with other enterprise technologies such as CCaaS providers, UCaaS platforms, HR software, accounting and payroll systems, and AI or automation technology suites. The process includes a well-defined build approach, extensive testing, and ongoing support for the completed integration.
Customer Success
A dedicated customer success program where every CommunityWFM customer is assigned their own success manager who provides ongoing guidance, answers questions, and delivers advice on improving workforce management at their contact center. The program is staffed by consultants and experts with WFM industry backgrounds.
Managed Services
On-demand workforce management expertise provided by CommunityWFM's experienced team to handle forecasting, scheduling, reporting, and other key WFM activities on behalf of customers. The service is designed for first-time WFM software adopters, contact centers with limited internal resources, or organizations that have experienced loss of key WFM personnel.
Onboarding
A multi-day, steps-to-success onboarding program delivered on-site or virtually by former WFM professionals with contact center industry experience. The process covers pre-training, training, and post-launch optimizations to ensure new customers rapidly adopt and effectively use the CommunityWFM software.
Considering CommunityWFM?
Our team will work with you to determine if CommunityWFM is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.