Ray White Upgraded Concierge to AI Platform
The firm integrated conversational AI into its cloud contact centre to support 110 agents across two nations.
Updated on Sept. 25, 2026 in Remote Work
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Ray White has upgraded its Concierge contact centre to a cloud-based system featuring RingCentral RingCX and ACE conversational AI. This new platform aims to enhance performance and compliance oversight for its operations in Australia and New Zealand.
Why it matters
The implementation allows managers to focus on targeted coaching by using automated call transcriptions and summaries rather than blanket monitoring. This shift provides greater visibility into call volume and performance metrics for the team.
The Concierge unit manages 50,000 monthly calls and maintains a 4.9 Google rating across its network of 1,000 franchise offices. The new system supports 110 agents operating throughout Australia and New Zealand.
The players
Ray White
This real estate company operates a network of 1,000 franchise offices that serve home buyers, renters, investors, and sellers.
RingCentral
This global provider offers cloud-based communications and collaboration solutions for businesses.
The details
The system includes automated call masking for credit card security and identifies specific conversation exchanges that require supervisor review. Managers now access flagged sections alongside transcripts, allowing for more efficient staff evaluation.
Timeline
2015: Ray White adopted its initial cloud-focused strategy.
2020: The company replaced its on-premise PABX with RingCentral RingEX.
September 25, 2026: Ray White officially upgraded its contact centre to the new AI platform.
Market Landscape
This move reflects the ongoing industry trend of transitioning from legacy on-premise PABX systems to integrated, cloud-based communication tools. Ray White continues to modernize its infrastructure to maintain a competitive advantage in the real estate sector.
Clients interacting with the Concierge unit will benefit from improved call security features like automated data masking. The shift toward AI-driven quality assurance aims to ensure more consistent and efficient service for home buyers and investors.
The takeaway
Companies are increasingly replacing manual call monitoring with AI analytics to improve staff efficiency and oversight. Implementing such technology can reduce the time managers spend on administrative tasks while simultaneously increasing performance visibility.
Further reading
For more on the evolution of digital workspaces, visit the Remote Work section.
Source note: This article includes information reported by eCommerceNews Australia.
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