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Call Center
Elevate Your Customer Experience with an Award-Winning Call Center Platform
California Telecom's Call Center solution, powered by the NetSapiens platform trusted by over 4.5 million users globally, delivers powerful customer management tools that create exceptional experiences with every interaction. Combine advanced call routing, real-time analytics, and omnichannel capabilities — all built natively into your UCaaS platform with no bolt-on software required.
Key Benefits
A Call Center Built Into Your Phone System
Unlike standalone contact center platforms that require separate licensing, infrastructure, and management, California Telecom's Call Center is built natively into the NetSapiens UCaaS platform. This means your agents use the same system for internal calls, external calls, and call center queues — no app switching, no separate logins, no integration headaches. Add call center capabilities to any user seat without deploying additional software.
Intelligent Call Routing
Route incoming calls to the right agent every time with multi-factor skills-based routing. Assign agents skill levels across multiple categories — language, product expertise, account tier — and let the system automatically match callers to the best-qualified available agent. Additional routing methods include round robin, ring all, linear cascade, and longest idle, giving supervisors full control over distribution strategies.
Agent Features & Productivity
Agents log in and out of queues, handle multiple simultaneous calls, conduct up to 5 concurrent SMS sessions, switch between active devices mid-conversation, and categorize calls with customizable dispositions. Interaction wrap-up states give agents time to complete after-call work before the next call arrives. Agents can view their real-time statistics, queue status, and call history — and retroactively annotate past calls with notes and dispositions.
Supervisor Capabilities
Supervisors get a dedicated scope with powerful quality management tools: monitor calls silently, whisper coaching to agents without the caller hearing, or barge in to join the conversation. Manage all queues and agents from a single dashboard with real-time metrics including callers waiting, average wait time, handling time, and abandon rate. Generate and schedule custom reports, configure browser-based notification thresholds, and manage routing options — all from desk, mobile, or web.
SMS Queuing & Omnichannel
Today's customers expect to reach businesses by text, not just phone. Our SMS queuing feature routes inbound text messages into the same queue system as voice calls, allowing agents to handle SMS conversations alongside phone calls from a single interface. Agents can manage up to 5 simultaneous SMS sessions, ensuring fast response times without sacrificing voice call handling.
Speech-Enabled IVR & Self-Service
Reduce agent workload with speech recognition-enabled Interactive Voice Response. Callers can speak naturally to navigate menus, check account status, confirm appointments, or route themselves to the right department — without pressing a single button. Supervisors manage IVR trees and prompts directly from the portal, no professional services required.
Callback in Queue
Nobody likes waiting on hold. Our Callback in Queue feature lets callers request a callback when an agent becomes available, preserving their place in line without staying on the phone. This dramatically reduces abandon rates, improves customer satisfaction scores, and optimizes agent utilization by smoothing out call volume spikes.
Analytics & Reporting
Make data-driven decisions with comprehensive call center analytics. Real-time dashboards display queue performance, agent availability, and service levels at a glance. Historical reporting covers call volume trends, average handle time, first-call resolution, and agent performance comparisons. Schedule automated reports delivered to supervisors via email — daily, weekly, or monthly — so leadership always has visibility into call center performance.
Frequently Asked Questions
Is the call center a separate product from your phone system?
No. Our Call Center is built natively into the NetSapiens UCaaS platform — the same platform that powers our Hosted PBX and UCaaS service. Call center agent and supervisor capabilities are added to existing user seats, so there's no separate software to deploy or manage.
What routing options are available?
We support multi-factor skills-based routing, round robin, ring all, linear cascade, and longest idle distribution methods. Skills-based routing lets you assign agents multiple skill categories with proficiency levels, so callers are automatically matched to the best-qualified agent.
Can agents handle text messages and phone calls at the same time?
Yes. With SMS queuing enabled, agents can manage up to 5 simultaneous SMS conversations alongside voice calls from the same interface. Text messages are routed through the same queue system with the same reporting and supervisor controls as voice calls.
What supervisor tools are included?
Supervisors get monitor (silent listen), whisper (coach the agent without the caller hearing), and barge (join the call). They also get real-time dashboards, custom report scheduling, queue and agent management, notification threshold configuration, and the ability to log in as an agent when needed.
How does callback in queue work?
When callers reach a threshold wait time, they're offered the option to receive a callback instead of waiting on hold. The system preserves their position in the queue and automatically connects them to the next available agent, who sees the callback request on their screen. The caller's phone rings when it's their turn.
Do I need to be on your UCaaS platform to use the call center?
Yes. The Call Center runs on the NetSapiens platform, so it requires our UCaaS (Hosted PBX) service as the foundation. This integration is what makes it seamless — no third-party middleware, no sync issues, no separate licensing portal.
Your Next Three Steps
Reach Out
Whether it's slow infrastructure or critical downtime, we're here to listen.
We Craft a Solution
After understanding your specific challenges, we provide a customized quote, often the same day.
Get Back to Business
With our solution in place, you can focus on what really matters: growing your business.
Trusted by Businesses Across California
"We really appreciate the professionalism and clear communication California Telecom brings as our managed service provider across network infrastructure, SecOps, and the rest of the backend."
Joe Fancher
Jack Nadel Inc.
"California Telecom customer service is a shining example of what every service provider should offer. Our IT Production Services division is fully dependent on the internet. We've been a California Telecom customer for at least 7 years, and I'm amazed with the support team and level of service."
Oscar Navarro
Sony Pictures
"Long-time customer of California Telecom here, and I can say from experience that these guys are the definition of responsive. I can call or email and within minutes, have a Tier 2 engineer on the line troubleshooting the issue."
Danny Rodriguez
Lanair Group
"California Telecom has demonstrated commitment over the years, providing excellent 24/7 support and services with their T1's, VoIP service, and co-location service. They are as much a part of our business as our customers are."
Hanns Schweis
Thermal Dynamics
"We use California Telecom hosted voice and internet. Very happy since we migrated from traditional carriers like Time Warner and AT&T. Always pass on the referrals if anyone is asking for an ISP."
Vitaliy Sklyar
Netpower
"Service has always been prompt and professional, and I am yet to have any downtime. Much better than Charter and AT&T, who I suffered with for years prior."
Atilla Banoczy
Lanair Group
"We really appreciate the professionalism and clear communication California Telecom brings as our managed service provider across network infrastructure, SecOps, and the rest of the backend."
Joe Fancher
Jack Nadel Inc.
"California Telecom customer service is a shining example of what every service provider should offer. Our IT Production Services division is fully dependent on the internet. We've been a California Telecom customer for at least 7 years, and I'm amazed with the support team and level of service."
Oscar Navarro
Sony Pictures
"Long-time customer of California Telecom here, and I can say from experience that these guys are the definition of responsive. I can call or email and within minutes, have a Tier 2 engineer on the line troubleshooting the issue."
Danny Rodriguez
Lanair Group
"California Telecom has demonstrated commitment over the years, providing excellent 24/7 support and services with their T1's, VoIP service, and co-location service. They are as much a part of our business as our customers are."
Hanns Schweis
Thermal Dynamics
"We use California Telecom hosted voice and internet. Very happy since we migrated from traditional carriers like Time Warner and AT&T. Always pass on the referrals if anyone is asking for an ISP."
Vitaliy Sklyar
Netpower
"Service has always been prompt and professional, and I am yet to have any downtime. Much better than Charter and AT&T, who I suffered with for years prior."
Atilla Banoczy
Lanair Group
Call Center serving businesses across Southern California: Los Angeles · Orange County · Inland Empire · San Bernardino County · Riverside County · San Diego County · Ventura County · Nationwide