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Call Center, one box

One box for your whole contact center

AI agents and human agents, every channel, and the tools that run them, built by one team on one platform. This page lists what exists today, nothing more

Talk to us

Priced per business. We show you every part working before you decide

What is a one box contact center?

A one box contact center is a single platform that covers every layer a contact center needs: the phone system and routing, digital channels, AI self-service, the agent desk, supervision, quality, workforce management, reporting and administration. Instead of joining a phone vendor, a chatbot, a scheduling tool and a quality tool together, you run one system with one record per customer. Monqez AI built every one of these layers in its own code

Everything in the box

Grouped the way contact centers buy it. Every line is a feature that exists today and that we can show you working

  • Phone system and routing

    • Our own phone switch over SIP, or Twilio
    • Skills-based routing with priority and overflow
    • Best-agent routing by skill, recent quality score and idle time
    • Routing on the caller's own data, such as VIP, plan or language
    • Call back that keeps the caller's place in the queue
    • Position and expected wait announced while callers hold
    • Opening hours, holiday and Ramadan calendars, and an emergency switch
    • Warm and cold transfer, consult and three-way conference

  • Menus and voice AI

    • Menu designer with draft, publish, rollback and test mode
    • Keypad and speech together, and the caller can interrupt
    • An open "how can I help?" in Jordanian Arabic and English
    • Self-service through your own systems with data connectors
    • A one-time code to the caller's own number before account details
    • Natural Arabic and English voices

  • Digital channels

    • WhatsApp through the official Business Platform, as a Meta Tech Provider
    • Messenger, Instagram and Telegram
    • Website chat and in-app chat for iOS and Android apps
    • Email and two-way SMS, plus SMPP and USSD menus for operators
    • Video and voice calls started from a chat
    • Co-browse that hides passwords and card digits
    • RCS, Viber and Apple Messages with your own accounts

  • Agent desk

    • One browser desk for calls, chats and emails, fully in Arabic
    • Browser phone, or calls to the agent's own phone
    • Customer history, earlier contacts and the AI's transfer summary
    • Assist me: summary, suggested reply and next step, with the sources named
    • Live transcription and live translation
    • Wrap-up codes, scripts and knowledge search
    • Embeds in your CRM with screen pop and click-to-dial

  • Supervisor tools

    • A wallboard that refreshes every 5 seconds, and a TV mode
    • Listen, whisper and barge on AI and human calls
    • Live screen monitoring, and the agent sees who is watching
    • Alerts on service level, long waits and long calls
    • Broadcast messages with read receipts
    • Live changes to agent skills and states

  • Quality and analytics

    • AI review of every call and chat against your own form
    • Supervisor calibration and coaching sessions
    • Two-channel recording, encrypted, with tamper evidence and legal hold
    • Card numbers and personal data masked in transcripts
    • Silence, talk-over and sentiment analytics
    • Contact reasons with their scores, and NPS

  • Workforce management

    • Forecasts per 15 or 30 minutes, with what-if
    • Erlang C staffing for calls, concurrency for chats
    • Automatic schedules within labour rules and breaks
    • Agent self-service: schedule, leave, shift swaps and bidding
    • Re-planning during the day, every 30 minutes
    • Real-time adherence and a payroll export
    • Works alongside NICE IEX, or replaces it

  • Knowledge, learning and performance

    • Agent knowledge base with approvals, versions and decision trees
    • AI drafts articles from your documents
    • Courses, onboarding paths, quizzes and AI role-play
    • Scorecards, goals, leaderboards and badges

  • Outbound

    • AI voice calls to a list you upload
    • Human-agent dialer: preview, progressive and predictive
    • Answering-machine detection, do-not-call list and calling windows
    • WhatsApp and SMS campaigns to customers who agreed to them

  • Cases, forms and payments

    • Cases with numbers, SLA per priority and breach alerts
    • Forms the customer fills in and signs, sealed as a PDF
    • Card payments on the keypad, never heard and never stored
    • One timeline per customer across every channel

  • Reports and integrations

    • Report builder with scheduled emails
    • REST API, webhooks, BI feeds and an MCP server
    • CRM connectors for Salesforce, Dynamics 365, ServiceNow, Zendesk and HubSpot
    • Prometheus metrics for your operations center

  • Security and administration

    • Single sign-on with OpenID Connect or SAML 2.0, and SCIM directory sync
    • The Access Book: who sees which page, person by person
    • Audit log and two-factor sign-in for administrators
    • Secrets and recordings encrypted at rest with AES-256-GCM
    • Every AI part can run on models you host yourself
    • Settings moved from test to production as a signed bundle

What we do not claim

Big contact center vendors have things we do not have yet. You should know them before you talk to us

  • We hold no certifications yet: no ISO 27001, SOC 2 or PCI DSS. Card numbers are kept away from agents, recordings, logs and our database, which keeps that scope small

  • The platform is new. We cannot point you to a large contact center running on it today, so we show you every part working in a demo instead

  • It runs in one data center today. A high-availability setup across two sites is designed and packaged, and is set up per deal

  • Voice biometrics is not live

  • RCS, Viber and Apple Messages need your own accounts with those vendors, and answering public Facebook and Instagram comments is waiting for Meta's review

How it starts

  1. 01

    Tell us about your contact center

    Your channels, how many agents you have and how many contacts you receive

  2. 02

    See it working

    We show you each part you need, on a live system

  3. 03

    We set it up

    We switch on the parts you chose and connect your numbers, channels and systems

  4. 04

    Go live

    Start with a pilot, then move your whole team when you are ready

Questions about the one box

Is this the same as the Monqez Call Center?
Yes. The one box is the full Call Center: the AI voice agent plus everything your human agents and supervisors need. You can start with the AI agent alone and add the rest later
Can we take only some parts?
Yes. Every page and capability is switched on for your account one by one, so your team sees only what you use
Does it work with NICE IEX?
Yes. It sends IEX its contact history and agent states and imports your schedules, or our own workforce management replaces IEX
Can the AI run on our own models?
Yes. Every AI part can use models you host yourself through an OpenAI-compatible interface, and our own phone switch connects to your SIP trunk
How much does it cost?
It is priced per business, by the parts you use, your number of agents and your volume. Contact us and we will send you a quote

See the one box working

Tell us about your contact center: your channels, your agents and your call volume. We will show you each part working and send you a quote

Email us support@monqezai.io