Skip to content
SPECIFICTION
Get listed

CommunityWFM

communitywfm.com

From $20/mo WebiOSAndroidAPISelf-hosted
Visit communitywfm.com
Spec score 8.8 #4 of 24 in Call Center Workforce Management Software

What it is

CommunityWFM is cloud-based workforce management software for contact centers, with tools for forecasting, scheduling and agent availability. It dynamically forecasts and schedules agents across phone, email and chat, and supports interval forecasting, adherence tracking, intraday management, skills-based scheduling and agent self-service. Essentials is positioned for single-site centers with fewer than 100 agents; Enterprise is for larger or multi-site teams of 101 to 10,000 agents. Enterprise adds automated schedule bidding, schedule optimization and intraday re-optimization. Supervisors and agents can collaborate across channels within the software. Active customers can use the Community Everywhere app on iOS and Android to view schedules, request time off, and respond to overtime or voluntary time-off offers. Listed integrations include Amazon Connect, Genesys, Five9, RingCentral and Talkdesk; custom integrations can exchange adherence, call volume and payroll data. CommunityWFM says its cloud service runs on Amazon Web Services and undergoes annual SOC 2 Type II and GDPR-standard audits. It was founded in 2005 and is headquartered in Richardson, Texas.

Spec sheet

What it does
CommunityWFM provides cloud workforce-management software for contact centers, combining forecasting, scheduling, intraday control and agent collaboration.Read 15 Oct 2026 · communitywfm.com
Purpose
CommunityWFM provides workforce management software for contact centers, including forecasting, scheduling, and agent availability tools.Read 2 Oct 2026 · communitywfm.com
API
A 2021 fifth-generation release expanded and multithreaded the API for payroll, vacation and custom contact-center integrations.Read 15 Oct 2026 · blog.communitywfm.com
Integrations
Listed technology partners include Amazon Connect, Avaya, Cisco Webex, Five9, Genesys, NICE inContact, RingCentral, Talkdesk, Twilio and Zoom Contact Center.Read 15 Oct 2026 · communitywfm.com
Security
CommunityWFM says KirkpatrickPrice audits its controls annually against SOC 2 Type II and GDPR requirements.Read 15 Oct 2026 · communitywfm.com
Headquarters
Richardson, Texas, United StatesRead 28 Sep 2026 · communitywfm.com
Founded
2005Read 28 Sep 2026 · communitywfm.com
Company
CommunityWFM says it was founded in 2005 and that RingCentral announced its acquisition in 2025.Read 2 Oct 2026 · communitywfm.com
Acquisition
RingCentral announced its acquisition of CommunityWFM in September 2025, with terms undisclosed.Read 15 Oct 2026 · itpro.com
Agent collaboration
The product provides a multi-channel collaboration platform for supervisors and agents within the software.Read 2 Oct 2026 · communitywfm.com
Agent portal
The browser agent portal provides schedule views, notifications, overtime offers, adherence information, bidding and communication preferences.Read 15 Oct 2026 · communitywfm.com
Attendance and adherence
The Automated Schedule Attendance Monitor tracks arrivals and attendance while dashboards show adherence by team or individual.Read 15 Oct 2026 · communitywfm.com
Cloud hosting
CommunityWFM says its cloud-hosted software runs on Amazon Web Services and uses Amazon Relational Database Service.Read 2 Oct 2026 · communitywfm.com
Company identity
LinkedIn identifies CommunityWFM as the former WFMSG, a privately held software company founded in 2005 with 11–50 employees in Richardson, Texas.Read 15 Oct 2026 · linkedin.com
Custom integrations
Its in-house team can connect adherence, call-volume and payroll data through scoped, fixed-price projects with production testing and ongoing support.Read 15 Oct 2026 · communitywfm.com
Deployment options
The Enterprise product booklet describes cloud, on-premise and hybrid hosting options and browser-based access.Read 15 Oct 2026 · communitywfm.com
Documentation and support
The support portal contains technical release notes, administrator and IT material, agent guidance, mobile-app content, webinars and announcements.Read 15 Oct 2026 · support.wfmsg.com
Enterprise audience
Enterprise is designed for larger and multi-site teams and supports up to 10,000 agents.Read 2 Oct 2026 · communitywfm.com
Essentials audience
Essentials is positioned for small and medium-sized contact centers and includes core workforce management features.Read 2 Oct 2026 · communitywfm.com
Forecasting
Forecasting analyzes historical data from multiple sources, supports what-if demand analysis and offers six modeling engines.Read 15 Oct 2026 · communitywfm.com
Hosting
The service is hosted on Amazon Web Services and uses Amazon Relational Database Service for data access.Read 15 Oct 2026 · communitywfm.com
Intraday automation
Automated Schedule Adjustment Plans provide eight wizard-based strategies for changing many schedules and notifying affected agents.Read 15 Oct 2026 · communitywfm.com
Languages
Enterprise has native support for English, Canadian French, Mexican Spanish and Brazilian Portuguese.Read 15 Oct 2026 · communitywfm.com
Legal name
The website footer identifies the maker as Workforce Management Software Group, Inc.Read 15 Oct 2026 · communitywfm.com
Limit: approved time off
A Capterra reviewer says agents cannot cancel approved time off themselves and must contact administrators.Read 15 Oct 2026 · capterra.com
Limit: missing items
A Software Advice reviewer says some desired items were initially missing and appeared in later releases.Read 15 Oct 2026 · softwareadvice.com
Limit: mobile reliability
A Google Play reviewer says the app failed to open for about a week and was uninstalled.Read 15 Oct 2026 · play.google.com
Limit: user interface
A Gartner reviewer reports that the interface is difficult to use and reports are not easy to read.Read 15 Oct 2026 · gartner.com
Mobile app
Community Everywhere is available for iOS and Android, and users must be active CommunityWFM customers to use it.Read 2 Oct 2026 · communitywfm.com
Mobile application
Community Everywhere lets agents view schedules, request time off and accept overtime or voluntary-time-off offers, while supervisors manage attendance and approvals.Read 15 Oct 2026 · communitywfm.com
Mobile capabilities
The mobile app lets agents view schedules, submit time-off requests, and respond to overtime or voluntary time-off offers.Read 2 Oct 2026 · communitywfm.com
Onboarding
Enterprise customers receive the Steps-to-Success onboarding process, delivered through collaborative sessions led by former WFM professionals.Read 2 Oct 2026 · communitywfm.com
Praise: ease of use
Software Advice reviewers repeatedly describe the product as easy to use and praise the technical support team.Read 15 Oct 2026 · softwareadvice.com
Praise: mobile app
Reviewers praise the mobile app for schedule access, PTO requests and overtime handling from anywhere.Read 15 Oct 2026 · capterra.com
Praise: scalability
A Gartner reviewer characterizes the product as scalable and end-user friendly.Read 15 Oct 2026 · gartner.com
Product editions
The company offers Essentials for smaller contact centers and Enterprise for larger or multi-site operations.Read 15 Oct 2026 · communitywfm.com
Rating on Apple App Store
5.0 out of 5 from 1 rating.Read 15 Oct 2026 · apps.apple.com
Rating on Capterra
5.0 out of 5 from 2 reviews.Read 15 Oct 2026 · capterra.com
Rating on G2
5.0 out of 5 from 1 review.Read 15 Oct 2026 · g2.com
Rating on Gartner Peer Insights
4.0 out of 5 from 2 ratings.Read 15 Oct 2026 · gartner.com
Rating on GetApp
5.0 out of 5 from 2 reviews.Read 15 Oct 2026 · getapp.com
Rating on Google Play
3.5 out of 5 from 22 reviews.Read 15 Oct 2026 · play.google.com
Rating on Software Advice
5.0 out of 5 from 2 reviews.Read 15 Oct 2026 · softwareadvice.com
Scheduling
The scheduling engine supports fixed, floating and rotating schedules, automated bidding, shift swaps and cost-versus-coverage optimization.Read 15 Oct 2026 · communitywfm.com
Time-off management
Agents can submit time-off requests, and administrators can configure classifications, balances, approval rules and HR or spreadsheet imports.Read 15 Oct 2026 · communitywfm.com
Upgrade path
Customers can upgrade from Essentials to Enterprise with a license key change, which the company says can be processed the same day.Read 2 Oct 2026 · communitywfm.com

Plans and prices

RingCentral AI Workforce Management $20 a month per agent per month RingCX add-on Read 15 Oct 2026 · blog.communitywfm.com
Enterprise Priced on request pricing available on request large and multi-site teams · advanced forecasting, scheduling and intraday management Read 15 Oct 2026 · communitywfm.com
Essentials Priced on request pricing available on request small and mid-size contact centers · streamlined Enterprise feature set · same codebase as Enterprise Read 15 Oct 2026 · communitywfm.com

Every CommunityWFM plan and price →

Strong points and limits

Strong points

  • Forecasts across phone, email and chat
  • Enterprise supports schedule bidding and optimization
  • Agents can request time off in the mobile app
  • Custom integrations can pass adherence and payroll data

Limits

  • Mobile app requires active customer status
  • Essentials is limited to single sites under 100 agents

Who it suits

Essentials is aimed at small and medium-sized, single-site contact centers. Enterprise is intended for larger or multi-site teams, while the mobile app is for active CommunityWFM customers and their agents.

Verdict

CommunityWFM combines contact-center forecasting and scheduling with agent self-service and collaboration. Buyers should note the differing plan audiences and that listed plan prices are not provided.

Where Specifiction places it

Alternatives to CommunityWFMAll alternatives →