Ooma Office Review – Should you pick Ooma for your Small Business?

Ooma offers a great range of communication products, including Ooma Telo for consumers. Here we'll be reviewing Ooma Office, which serves business users.

In terms of suitability, Ooma is best for small teams. It offers a competitive price, but doesn’t hold back on the essential features that businesses are looking for. In fact, Ooma is Tech.co's top choice for small businesses.

While some VoIP rivals might charge extra for additional services, or scrimp on customer service, Ooma includes everything you need in the basic price, and has its people on hand 24/7 to help you when needed.

With its easy to use apps, excellent integrations of major brands, and a variety of features – including call flip, call park and call transfer, and reporting tools – it’s a smart choice for small offices that want to provide their customers with excellent service, whilst also receiving it themselves.

Learn more below, or get a quote to find the best deal for your business.

In this review:

• Ooma: Core Features
• Ooma Pricing Plans
• User Experience
• Ooma Office vs Ooma Telo
• How to Get Ooma Office
• Ooma Alternatives
• Ooma FAQs

Ooma: Core Features

Call Management

Ooma Office comes with a wide selection of call management features, designed to help you organize your incoming calls from clients. There’s Call Flip, which allows users to move a call between devices, without any interruption. There’s also Call Park, which lets users put a call on hold, then pick it up from a different device. It can also be picked up by another call hander.

In addition, there are several varieties of call transfer available. Blind transfer sends the caller to a new extension with no need for interaction, while attend transfer lets the user announce the call before transferring it. It's also possible to directly transfer a caller to a user's voicemail.

Apps

Ooma Office is a modern telecoms solution, so naturally it has its own app. Available on the Apple App Store and Google Play store, both versions are well reviewed by their users. They include a range of features, such as group messaging, call transfer, voicemail access, and the ability to pick up calls from another device.

The Android app is compatible with devices running Android 5.0 or higher, while the iOS app requires iOS 12.0 or higher.

Integrations

Ooma has some big name integrations under its belt, but isn’t quite as compatible as some of its competitors, such as Vonage.

Integrations are available with Salesforce, Microsoft Dynamics, Zendesk, Microsoft 365 G-Suite, and ServiceNow. It’s no slouch in this regard, and while its integrations may not be exhaustive, we feel that it covers the bulk of what most companies would need.

Equipment

If required, Ooma is able to provide your business with telecoms equipment for its Ooma Office service.

Its VoIP phones are actually provided with Yealink, a brand that is well regarded in the VoIP world, and one whose products make our top ten list of VoIP phones.

The phones on offer range from desk VoIP models, priced at around $70 each, to conference phones suitable for meeting rooms, at around $400 per device.

Reporting

Ooma’s level of reporting depends on the package that you take with them. For the Ooma Office tiers, you’ll get all the basic information, such as what calls have been made, and when.

For high level reporting, you’ll need to look to Ooma Enterprise. A customizable dashboard gives oversight of important metrics for your team, whilst also allowing a granular deep dive. Pre-built reports can identify trends for your team, phone numbers, and channels.

The Ooma Enterprise Call Center package goes even further, adding voice analytics to help identify training opportunities.

Ooma Pricing

Ooma’s pricing is fairly simple, and it's easy to find the right package for you based on the features you need.

Ooma Office, the entry-level package, costs $19.95 per user per month, while the more advanced Ooma Office Pro costs $24.95 per user.

Ooma Office comes with plenty of features, including a mobile app, hold music, call transfer options, and more. You also get a virtual receptionist – a feature that Google Voice’s Starter tier doesn’t offer.

Ooma Office Pro offers all of the above, but for that extra $5 also throws in call recording, the desktop app, enhanced call blocking, and voicemail transcripts. Plus, it gives companies higher usage limits for audio conferencing and extension monitoring.

Ooma Enterprise is a slightly different service, aimed at larger businesses, and is available on a contract basis only. It costs from $27.99 per user per month, and adds a raft of additional features, such as custom CRM and productivity tool integrations, hot desking, attend transfer, video conferencing and more.

There's also Ooma Enterprise Call Center – as the name suggests, this aimed at those businesses which are operating busy contact centers, and require a high level of control and specific features. It offers everything mentioned above, as well as a call flow builder, position in queue tracking, estimated wait time for callers, and even more detailed reporting tools.

Hardware Costs

Ooma offers a number of hardware options directly, including a range of Yealink, Cisco, and its own Ooma phones, both IP and analog based (although you’ll also need to purchase a convertor if you opt for an analog model).

Prices vary depending on model, but start at $69.99 for the Yealink T21 desk phone, up to the top of the range Yealink Conference IP phone at $399.99.

Free Trial

Ooma offers a 30-day trial for users who want to give the service a try, without necessarily having to commit to a long term subscription. Within this time period, customers can cancel the service and return any equipment, free of charge.

User Experience

Call Quality

From somewhat rocky origins, VoIP has made up some serious ground in recent years in competition with traditional analog phones, and it’s now difficult for the average caller to tell between the two.

That’s a good thing, of course. Going with VoIP can unlock some serious savings for businesses, but you don’t want to sacrifice the level of quality and service that your customers expect.

Call quality is something that Ooma takes seriously – so much so that it regularly sends out its own surveys to customers. In its most recent survey, 76% of Ooma Office users rated its sound quality as an eight or higher on a scale of 1 to 10. Less than three percent of users reported experiencing call quality issues regularly.

Customer Support

When it comes to customer support, Ooma users aren’t left wanting, and there’s a good selection of contact methods and online information available to its users.

Contact options:

• Live chat (24/7)
• Setup Assistant
• Phone support (5am PT to 5pm PT)
• Online tools
• Forums

With 24/7 customer support, working hours telephone help, and online forums, Ooma users can feel confident they won’t be left in the dark.

Setup and Installation

If the thought of setting up a new telephone system has you breaking out in a cold sweat, then don’t worry – with VoIP, it’s refreshingly simple. Gone are the days of disruption, specialist teams needing a site visit, and complicated hardware – these days, companies can set up VoIP systems quickly and easily by themselves.

In fact, Ooma is so confident in how quick and easy its system is to install, it quotes an average time of just 20 minutes to get up and running.

User Ratings and Satisfaction

Ooma’s online reviews may not bowl you over. With a score of 2.4 out of 5 from 1,152 reviews, they’ve barely earned a ringing endorsement.

So what’s the problem? Well, most complaints aren’t about the actual service itself, but issues with cancelling it.

If we’re being honest, there are few VoIP providers that achieve high customer ratings on Trustpilot. A look at two more major providers, RingCentral and Vonage, show scores of 1.7 and 1.9 respectively. The reality is, most users are perfectly happy with their service, and don't feel the need to leave a review.

What's more, the average score method doesn't accurately reflect the most common user experience of the reviews that are left. Among Ooma's reviews are plenty of customers who are very happy with their service, for example. In fact, 82% of Ooma review respondents have left a five star rating – that’s 787 out of those 1,119 reviews.

Ooma Office vs Ooma Telo

Ooma Office and Ooma Telo are two very distinct products, and shouldn’t be confused with each other. Ooma Office is aimed at businesses, naturally, while Ooma Telo is the company’s consumer solution.

Ooma Telo is a small device that enables home users to make calls via VoIP, and offers free calls within the US. Great for calling your parents, but not really suitable for propping up the customer contact department of your business.

How to Get Ooma Office

If you think that Ooma is for you, then the next step is to grab yourself a quote using our comparison tool. We’ll find the best package for you and get things started.

Fill in the 60-second form, and we’ll do the rest. In no time at all, you can have Ooma supporting your customer service operation.

Alternatives to Ooma

The business VoIP world is a busy one, and there are plenty of alternatives out there. We believe that Ooma is one of the best, but it would be remiss of us to not mention some other brands that you may have heard of during your research.

Ooma vs MagicJack

MagicJack is a popular VoIP service, and there are a handful of areas where it actually out-performs Ooma. For example, when assessing the two side-by-side, we found that MagicJack has a much greater number of integrations. However, on most other points – including some really key ones, such as customer service and call pricing – it can’t really compete with what Ooma is offering.

View our MagicJack vs Ooma Comparison

Ooma vs Vonage

Another big name VoIP service, Vonage is also a worthy contender. One of the reasons we suggest Ooma over Vonage, though, is that with Ooma, the price you see is the price you get. With Vonage, its base price is the same, but there are a number of optional extras that carry additional charges, such as installation, call transfer, and virtual numbers – all of which are included with Ooma. Ooma also has the advantage of phone support, which Vonage doesn’t offer.

View our Vonage vs Ooma comparison

Frequently Asked Questions