"Ooma ticks all the boxes when we speak about the available service levels it offers."
0 Price
0 Ease Of Use
0 Features
0 Help And Support
Pros
  • Includes most telephony features customers need
  • Cost is quite competitive
  • Has a flexible configuration
  • Supports both desk and cordless phones
Cons
  • User reports of lower than expected call quality
  • Backend navigation may not be as intuitive as required
  • Feature list is somewhat short
Company Background

Ooma is a company that is all about empowering customers to communicate in smarter ways. With its Software as a Service (SaaS) platform, it creates effective communication experiences for businesses and their customers. Ooma’s VoIP services have consistently been ranked #1 by customers in surveys conducted by third parties.

Plans & Pricing

Ooma has two types of service. The first is a service specifically tailored for residential customers. This service comes with two plans: Basic and Premier. The basic plan is actually free and includes unlimited calling within the United States but little else. Actually, it’s free as far as Ooma is concerned, but depending on where in the US you live, you will be required to pay monthly taxes and fees including 911 service fees, regulatory compliance fees, and local taxes. These usually come in under $10 a month.

The premier service, however, at a monthly cost of $9.99 plus those same pesky applicable fees and taxes, provides you with many more features including a second line, a backup number, voicemail, call forwarding, three-way conferencing, and free calling to additional international destinations.

Both residential plans require the Ooma Telo White device at a one-time cost of $99.00, or a choice of other more advanced devices for various connectivity options including Wi-Fi and 4G LTE.

Ooma’s second type of service is for businesses of all sizes. With four different levels of service priced at a monthly cost per user, you are given a variety of options and features to choose from. You can use your desktop, laptop, or mobile phone to download the appropriate free software and set up your phones on those devices, but if you want physical desk phones or cordless phones, you will have to buy them separately. These are available to be purchased directly from Ooma, or in some cases, can be acquired from a third party, as long as Ooma certifies their compatibility.

Ooma’s costs are comparable to other similar providers, but don’t seem to have the option of being billed annually, a feature that other providers typically provide with a discount. However, compared to more traditional providers.

Ooma Office
$19.95/mo
per user
Ooma Office Pro
$24.95/mo
per user
Ooma Office Enterprise
$34.99/mo
per user
Ooma Office Call Center
$74.99/mo
per user

Ooma Office

The business plan costs $19.95/user/mo. It includes a phone number for each user as well as virtual fax. To use the VoIP service for your business, you will be required to purchase the Ooma Office hardware package. This package includes a Base Station and 2 Linx devices. In addition, business users only have the pay-as-you-go option, and the costs vary by location.

Ooma Office Pro

The business plan costs $24.95/user/mo. This plan includes a phone number for each user as well as virtual fax. Ooma Office Pro can block more than 2 million confirmed telemarketers, robocallers as well as phone spammers. In addition, it is able to perform call recording, voicemail transcription, overhead paging and enables higher usage limits for extension monitoring, call park, and audio conference room participants.

Ooma Office Enterprise

Ooma Office Enterprise costs $34.99/user/mo. This plan includes all the features in Ooma Office Pro plus additional features like softphone, video conferencing, Integrations/API/Custom applications, and call monitoring.

Ooma Office Call Center

Ooma Office Call center integrates with Ooma Office Enterprise. It offers extensive routing features like automatic call distributor (ACD), interactive voice response (IVR), skills-based routing, ring groups and intelligent reconnect. It also has advanced reporting and analytics features namely desktop analytics, voice analytics and customizable, real-time reporting.

Features & Functionality
General Features

Needless to say, each type of service that Ooma provides delivers different features. For this reason, we will showcase the features included within the Enterprise Communications category of service, as these are the most advanced and the most useful for businesses.

Some of the most beneficial features include:
  • Virtual Receptionist, which is one of the most versatile tools in Ooma’s arsenal, giving businesses the ability to route incoming calls and to share important information with their callers before directing them to their final destination
  • A personalized user portal where individual phone users can configure the various details of the functionality of their phones
  • Easy and seamless installation procedure that can be performed by almost anyone
  • Conference bridge made available to all users for up to 10 participants
  • Messaging services including SMS messaging, as well as a voicemail service that can send voice messages to your email
  • Instant messaging, presence, and video chatting are also available for Enterprise users
Features
  • Salesforce integration
  • Google integration
  • Office365 integration
  • Zendesk integration
  • Online Backup and Storage
  • Virtual phone numbers
  • International Telephone
  • Android APP Support
  • IOS App Support
  • Operator Services
  • Internet fax
  • Worldwide Service
Devices

Ooma has interesting and innovative set of features involving mobility. These features let you use your mobile app and your desk phone in a complementary way. Specifically, you can have the same extension on both devices, have simultaneous ringing on both for incoming calls, or even transfer an active call from one device to another. You can even use your mobile app to instruct your desk phone to dial out a call to a specific destination.

Features
  • Use via computer
  • Use via cellphones
  • Use via phones
Calling
Features
  • Call holding
  • Call forwarding
  • Call Logs
  • Call Transfer
  • Call waiting
  • 3-Way-Calling
  • Call Blocking
  • Call 911
  • Call Queuing (ACD)
  • Caller ID
Advanced Calling
  • Advanced features such as call recording, automatic voicemail transcription, and setting of usage limits on particular users are also available
  • Optional call center plan for Enterprise users
Features
  • SMS Messaging
  • Music on hold
  • Voicemail to email transcriptions
  • Follow me
  • Call Conferencing
  • Dial-by-name directory
  • Do Not Disturb (DND)
  • Push to Talk
  • Multiple Devices on One Extension
  • Mobile app calling
  • Virtual Receptionist
  • Multi-Line Hunt Groups
Ease of Use

As mentioned before, Ooma is a down-to-earth service, which essentially means you get what’s advertised, nothing more, nothing less. It’s a service that offers the most utilized features, and to be honest, it’s quite straightforward to both set up and to use. That goes for desk phone, mobile app, and desktop app users. People have reported that its customization is quite simple and intuitive. There have been a couple of reports that some features, such as the virtual receptionist were slightly confusing, but for the most part, ease of use is part of the package.

Customer Support

Ooma has a dedicated Resources section on their website that includes case studies, demos, reviews, and FAQs for their products. The site also has a knowledge base in which you can find solutions to many of the most common problems you may face.

Additional customer support:

  • Ticketing Support
  • Case studies
  • User guides
  • Business blog
  • 24/7 Help & Support
    24/7 Help & Support
    Email and phone support available 24/7 for service issues
    Phone Support
    Phone Support
    Available from 8:00am-17:00pm for non-service issues
    Email
    Email
    Available from 8:00am-17:00pm for non-service issues
    Video Tutorials
    Video Tutorials
    There are a number of videos available on YouTube.
    FAQ
    FAQ
    FAQ section is available for their products
    Final Word

    Ooma seems to tick all the boxes when we speak about the available service levels it offers, the feature sets it delivers, and the flexibility of options that are available. With the use of particular software or hardware and the possible integration with other products and services, it is a future-proof choice for businesses of any size.

    Lazaros Agapidis
    Author: Lazaros Agapidis
    Lazaros is a Telecommunications and Networking Specialist with over twenty years of professional experience, primarily with Voice over IP networks implementing both small and large scale telephony solutions with multiple vendors. He has worked with multiple multi-site organizations in Europe and North America, in both the public and private sector.