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Call Center

An AI call center that answers every call

Monqez AI picks up your business calls 24/7, takes orders and reservations in Arabic and English, and makes your follow-up calls. When your own team answers too, the same platform runs your human agents

Talk to us to activate it

Set up and activated by our team for your business

What is the Monqez AI Call Center?

It is an AI voice agent connected to a phone number for your business, and a full contact center around it. The AI answers inbound calls the way a trained receptionist would, knows your menu, branches and delivery zones, takes the order or the reservation, and transfers the call to a person when the caller asks. The same engine makes outbound calls within local calling hours. When you have your own agents, calls and chats wait in queues, ring the right agent on a browser desk, and supervisors watch it live, with an AI quality review of every call. Every call is written out in your dashboard

Inbound and outbound, one voice

Your customers call you, and your business calls them, with the same knowledge of your business

Inbound calls

A customer calls your number and the AI answers at once, at any hour

  • Answers every call 24/7, with no queue and no hold music
  • Takes phone orders from your menu and sends them to the right branch
  • Records reservations and answers questions about opening hours, branches and delivery areas
  • Transfers the call to a staff member when the caller asks for a person
  • Notifies you the moment a phone order comes in

Outbound calls

The AI calls your customers and leads for you, one call or a whole list

  • Follow-up and sales calls from a list you type in or upload as an Excel file
  • Calls only within each person’s local calling hours
  • Never calls a number that opted out, and recognises voicemail
  • Writes the outcome of every call to the contact in your CRM
  • A dialer for your human agents: preview, progressive or predictive, with answering-machine detection

More than an AI: a full contact center

When your own agents take calls and chats, the same platform runs them. Each part is switched on for your account one by one

  • Queues and routing

    • Calls and chats wait in queues and go to the agent with the right skills
    • Callers can ask for a call back and keep their place in the queue
    • Position and expected wait announced while they hold
    • Opening hours, holiday and Ramadan calendars, and an emergency switch
    • Warm transfer, consult and three-way conference

  • The agent desk

    • Calls, chats and emails in one browser desk, fully in Arabic
    • The customer's history and the AI's summary before the call connects
    • Assist me: a suggested reply and next step, taken from your own knowledge
    • Live transcription in Arabic and English
    • Wrap-up codes, scripts and knowledge search

  • Supervisors

    • A wallboard that refreshes every 5 seconds, and a TV mode
    • Listen, whisper and barge on AI and human calls
    • Alerts when the service level drops or a caller waits too long
    • Broadcast messages to agents, and live screen monitoring

  • Quality

    • An AI review of every call and chat against your own form
    • Two-channel recordings, encrypted, with legal hold
    • Coaching sessions from low scores
    • Customer satisfaction and NPS after calls and chats

  • Workforce

    • Forecasts per 15 or 30 minutes for every channel
    • Schedules built automatically, within your labour rules
    • Agents request leave and swap shifts from their desk
    • Real-time adherence, and it works alongside NICE IEX or replaces it

  • Menus and self-service

    • Keypad and spoken menus you edit, publish and roll back yourself
    • The same menu on the caller's screen, with pictures
    • Card payments typed on the keypad, never heard by the AI or an agent
    • WhatsApp, SMS, email, web and in-app chat in the same queues

What it handles

Languages
Arabic, including the Jordanian dialect, and English. It switches when the caller does
Voice
A natural voice chosen for your brand, male or female, including a local Arabic voice
Hours
24 hours a day, 7 days a week
Your business
Menu, prices, branches, delivery zones, opening hours and your own instructions
Background noise
Keeps listening to the caller from a street or a busy room
Your dashboard
Every call with its transcript, phone orders, reservations and call performance
CRM
Every caller is saved as a contact, linked to the same person on WhatsApp
Recording
Two-channel call recording when you switch it on, encrypted on our servers, played back by owners and supervisors only. Every greeting tells the caller the call is recorded
Quality
An AI review of every finished call against your own evaluation form, with the supervisor able to correct the score
Your team
Queues, a browser agent desk, a live wallboard and listen, whisper or barge for supervisors

How it is activated

  1. 01

    Contact us

    Tell us about your business and how many calls you receive

  2. 02

    We set it up

    We connect a phone number and load your menu, branches, delivery zones and voice

  3. 03

    You test it

    You call it yourself, and we tune it until it sounds right for your business

  4. 04

    It goes live

    Your customers start calling, and you follow every call from your dashboard

Questions about the Call Center

How much does the Call Center cost?
It is priced for each business, by call volume and setup. Contact us and we will send you a quote
Can I keep my current phone number?
We set up a number for your business, and you can forward your current number to it
What happens when a caller wants a person?
The AI transfers the call to a staff member’s phone. If no one is set to receive transfers, it takes a message so your team can call back
Which languages does it speak?
Arabic, including the Jordanian dialect, and English. It answers in the language the caller uses
Is it part of Customer Service?
Yes. It is the phone side of Monqez AI Customer Service, and every caller lands in the same CRM as your chats
Can my own team answer calls too?
Yes. Calls and chats wait in queues and ring the right agent on a browser desk, supervisors follow everything live, and the AI can hand a call to an agent with a summary of what was said
Are calls recorded?
Only if you switch recording on. Recordings are encrypted on our servers, only owners and supervisors can play them, and every greeting tells the caller the call is recorded

Learn more about AI voice agents

What an AI voice agent does on a business phone line, and where it helps

Bring the Call Center to your business

Tell us about your business and your calls. Our team sets everything up and activates it for you

Email us to activate it support@monqezai.io