Ray White Upgraded Contact Centre With Conversational AI
The real estate group transitioned 110 agents to a cloud-based platform to automate call monitoring and compliance.
Updated on Sept. 25, 2026 in Remote Work
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Ray White has integrated the RingCentral RingCX platform and ACE conversational AI into its Concierge contact centre. The upgrade impacts 110 agents across Australia and New Zealand who manage over 50,000 calls per month for home buyers, renters, and investors.
Why it matters
The shift enables managers to transition from manual call monitoring to targeted, data-driven coaching. By automating transcriptions and flagging specific exchanges, the firm aims to improve compliance visibility and operational oversight for its high-volume communication unit.
The unit supports 110 agents handling 50,000 monthly calls, which feed into a broader network of 1,000 franchise offices. The team currently holds a 4.9 Google rating for its services.
The players
Ray White
A major real estate firm with 1,000 franchise offices that provides property sales, rental, and investment support.
RingCentral
A provider of enterprise cloud communications and contact centre software that integrates AI-driven analytics.
The details
The new system utilizes ACE conversational AI to automatically transcribe calls and generate performance scorecards. Supervisors now review flagged interaction snippets rather than listening to full calls, allowing for focused interventions. The platform also includes automated call masking for credit card data, a critical feature for handling sensitive transaction information.
Timeline
2015: Ray White adopted a cloud-focused strategy.
2020: Ray White replaced its on-premise PABX with RingCentral RingEX.
September 2026: The firm upgraded its contact centre to the new AI platform.
Market Landscape
The implementation of RingCentral RingCX for automated call analysis marks a broader industry pivot toward using AI to reduce manual quality assurance hours. This move follows the firm's established trend of migrating on-premise infrastructure to cloud-based systems.
Managers in high-volume industries should assess if manual call reviews can be offloaded to AI-driven transcription tools to improve agent coaching quality. Focusing on automated compliance features, like call masking, can reduce liability in customer-facing roles.
The takeaway
The move demonstrates how shifting from blanket monitoring to exception-based supervision can optimize management time while maintaining quality standards. Operators should audit their current communications stack to identify whether manual quality assurance processes are creating a hidden bottleneck in their operations.
Further reading
For broader trends in managing distributed teams and digital efficiency, see Remote Work.
Source note: This article includes information reported by eCommerceNews Australia.
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