NICE CXone vs Ooma Office

What users are saying about

Watch Demo

Score 8.4 out of 10

Based on 750 reviews and ratings

Watch Demo

Score 9.1 out of 10

Based on 69 reviews and ratings

Feature Set Ratings

Contact Center Software

8.3

NICE CXone

83%

Ooma Office

Feature Set Not Supported

N/A

NICE CXone ranks higher in 13/13 features

Agent dashboard

8.4

84%

506 Ratings

N/A

0 Ratings

Validate callers

8.5

85%

431 Ratings

N/A

0 Ratings

Outbound response

8.3

83%

447 Ratings

N/A

0 Ratings

Call forwarding

8.5

85%

404 Ratings

N/A

0 Ratings

Click-to-call (CTC)

8.7

87%

366 Ratings

N/A

0 Ratings

Warm transfer

8.7

87%

479 Ratings

N/A

0 Ratings

Predictive dialing

7.8

78%

293 Ratings

N/A

0 Ratings

Interactive voice response

8.2

82%

337 Ratings

N/A

0 Ratings

REST APIs

8.0

80%

269 Ratings

N/A

0 Ratings

Call scripts

8.2

82%

285 Ratings

N/A

0 Ratings

Call tracking

8.4

84%

459 Ratings

N/A

0 Ratings

Multichannel integration

8.2

82%

324 Ratings

N/A

0 Ratings

CRM software integration

8.2

82%

328 Ratings

N/A

0 Ratings

Workforce Optimization (WFO)

8.5

NICE CXone

85%

Ooma Office

Feature Set Not Supported

N/A

NICE CXone ranks higher in 9/9 features

Inbound call routing

8.5

85%

464 Ratings

N/A

0 Ratings

Omnichannel inbound routing

8.4

84%

335 Ratings

N/A

0 Ratings

Recording

8.6

86%

447 Ratings

N/A

0 Ratings

Quality management

8.6

86%

434 Ratings

N/A

0 Ratings

Call analytics

8.5

85%

440 Ratings

N/A

0 Ratings

Historical reporting

8.4

84%

432 Ratings

N/A

0 Ratings

Live reporting

8.5

85%

417 Ratings

N/A

0 Ratings

Customer surveys

8.3

83%

271 Ratings

N/A

0 Ratings

Customer interaction analytics

8.3

83%

284 Ratings

N/A

0 Ratings

Cloud PBX

NICE CXone

Feature Set Not Supported

N/A

8.5

Ooma Office

85%

Ooma Office ranks higher in 3/3 features

Hosted PBX

N/A

0 Ratings

8.6

86%

24 Ratings

Multi-level Interactive Voice Response (IVR)

N/A

0 Ratings

8.5

85%

30 Ratings

Directory of employee names

N/A

0 Ratings

8.5

85%

39 Ratings

Call Management

NICE CXone

Feature Set Not Supported

N/A

9.1

Ooma Office

91%

Ooma Office ranks higher in 5/5 features

Answering rules

N/A

0 Ratings

9.5

95%

55 Ratings

Call recording

N/A

0 Ratings

8.7

87%

43 Ratings

Call park

N/A

0 Ratings

8.3

83%

39 Ratings

Call screening

N/A

0 Ratings

9.1

91%

48 Ratings

Message alerts

N/A

0 Ratings

9.9

99%

54 Ratings

VoIP system collaboration

NICE CXone

Feature Set Not Supported

N/A

9.4

Ooma Office

94%

Ooma Office ranks higher in 1/1 features

Audio conferencing

N/A

0 Ratings

9.4

94%

42 Ratings

Mobile apps

NICE CXone

Feature Set Not Supported

N/A

8.9

Ooma Office

89%

Ooma Office ranks higher in 2/2 features

Mobile app for iOS

N/A

0 Ratings

9.0

90%

50 Ratings

Mobile app for Android

N/A

0 Ratings

8.8

88%

37 Ratings

Attribute Ratings

NICE CXone is rated higher in 2 areas: Usability, Implementation Rating
Ooma Office is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

NICE CXone

84%

542 Ratings

9.1

Ooma Office

91%

66 Ratings

NICE CXone

68%

21 Ratings

8.0

Ooma Office

80%

1 Rating

NICE CXone

86%

528 Ratings

8.3

Ooma Office

83%

8 Ratings

NICE CXone

56%

7 Ratings

Ooma Office

N/A

0 Ratings

NICE CXone

81%

7 Ratings

Ooma Office

N/A

0 Ratings

NICE CXone

74%

6 Ratings

9.0

Ooma Office

90%

31 Ratings

NICE CXone

61%

4 Ratings

Ooma Office

N/A

0 Ratings

NICE CXone

79%

5 Ratings

Ooma Office

N/A

0 Ratings

NICE CXone

81%

9 Ratings

8.0

Ooma Office

80%

1 Rating

NICE CXone

65%

7 Ratings

Ooma Office

N/A

0 Ratings

Pros

Made work from home easy - We just have to login and start calling - No landlines.
Easy to extract daily, monthly reports from NICE [CXone] web app.
Easy to monitor agents online - who is logged in and who is not.
Fast and reliable - Just need internet.

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Charanjeet Singh

Senior Business Analyst

FIS GlobalBanking, 10,001+ employees

View all 542 answers on this topic

Ease of IVR customization: Allows my business to adapt quickly to an ever-changing business economy
Plug and Play application: I was up and running within minutes of opening the box with the equipment in it!
Find Me, Follow Me for remote access: No matter where I go, I can bring the office with me.
Simple, Straightforward Billing: I recognized savings from day 1; my monthly invoice stays the same every month!

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Wendy White

Facility Manager

Payne Springs Self StorageReal Estate, 11-50 employees

View all 66 answers on this topic

Cons

Occasionally the server will disconnect and we lose phone functionality.
Calls get "stuck" in the queue when they don't exist.
Can't remove commitments very easily when they are made.
Kicks you out after 2 hours. Making it annoying how you have to log back in.

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Verified User

Supervisor in Customer Service

Security & Investigations Company, 51-200 employees

View all 542 answers on this topic

Cell phone app could be a little easier to use.
Ooma Desktop needs some tweaking to make it more user friendly.
I would like my 800 number to be assigned to my personal mailbox vs. having to have its own extension.

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Verified User

Professional in Other

Insurance Company, 1-10 employees

View all 66 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

NICE CXone Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Optional

$19.95

Starting Price

Ooma Office Editions & Modules

Edition

Base Price	$19.95¹
Pro	$24.95¹
User Extension	$19.95¹
Local Phone Number	$9.95¹
Toll Free Number	$9.95¹
Conference Bridge	Free
Ring Groups	Free
Virtual Receptionist	Free
Number Porting	Free
Toll Free Calling Plan	$15.00³
Expansion Base Station	$99.99³
Ooma DP1 Desk Phone	$89.99³
Ooma Linx	$49.99³
Ooma Wireless Adapter	$49.99³
Yealink IP Phones	$99.99³
Yealink Conference IP Phones	$399.99³
Cisco IP Phones	$109.99³

per month
none
per month

Additional Pricing Details

Ooma Office offers plans starting at $19.95 per user/month with no contracts, ever.

Likelihood to Renew

NICE CXone 6.8

Based on 21 answers

Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 21 answers on this topic

Ooma Office 8.0

Based on 1 answer

We have found it very easy to configure, manage, and expand our phone operations with Ooma Office. We needed a reliable phone network as this is the first means of communication for our customers - Ooma has made it a lot easier for us to manage. Their support is also available 24x7 so that's a huge plus.

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karthikeyan alamelumangapuram

Manager

Prognify Urgent CareHospital & Health Care, 11-50 employees

View all 1 answers on this topic

Usability

NICE CXone 8.6

Based on 528 answers

In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.

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Loreto Destura

Sales Solution Architect

IBM Business ServicesInformation Technology & Services, 201-500 employees

View all 528 answers on this topic

Ooma Office 8.3

Based on 8 answers

Their usability is a perfect fit for a small business. We can offer the same features a large company offer their customer at a much more affordable price. The ease of use of the system make it quick to set up and train staff with little time required.

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Tom Von Braunsberg

President

Von Enterprises, Inc.Consumer Services, 11-50 employees

View all 8 answers on this topic

Reliability and Availability

NICE CXone 5.6

Based on 7 answers

NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Performance

NICE CXone 8.1

Based on 7 answers

NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Support Rating

NICE CXone 7.4

Based on 6 answers

inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.

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Kevin Lintner

Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

View all 6 answers on this topic

Ooma Office 9.0

Based on 31 answers

Ooma Office support is always available. I've never been on the phone with them for longer than 5 minutes. They are knowledgable, have great active listening skills, are able to make recommendations on how to make Ooma Office work even better for you, and wait times to speak with an agent are reasonable and typically less than 1 minute.

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The Post Hole Co

Operations Manager

The Post Hole CompanyConstruction, 11-50 employees

View all 31 answers on this topic

In-Person Training

NICE CXone 6.1

Based on 4 answers

It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

View all 4 answers on this topic

No score

No answers yet

No answers on this topic

Online Training

NICE CXone 7.9

Based on 5 answers

I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.

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Dailson Laurentino

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

View all 5 answers on this topic

No score

No answers yet

No answers on this topic

Implementation Rating

NICE CXone 8.1

Based on 9 answers

In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.

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Dailson Laurentino

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

View all 9 answers on this topic

Ooma Office 8.0

Based on 1 answer

Have a plan in place before you start the implementation, open communication with the staff on the changes being made, prepare a reference guide on the system and how to navigate the new setup. Budget and allocate time for helping staff learn the new system. Consolidate and coordinate all the questions internally before reaching out to support.

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karthikeyan alamelumangapuram

Manager

Prognify Urgent CareHospital & Health Care, 11-50 employees

View all 1 answers on this topic

Alternatives Considered

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

View all 542 answers on this topic

We went over to Ooma [Office] after having had Intermedia for several years. Intermedia was good, but they were due for an update on many of their systems, which they did after we left. With Ooma [Office], we have our hold music and other basic, easy to use options that fit well for our small business.

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Hillary Louarti

Manager

Diamond Transportation Arizona LLCTransportation/Trucking/Railroad, 11-50 employees

View all 66 answers on this topic

Scalability

NICE CXone 6.5

Based on 7 answers

As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

It impacts our company daily as we utilize NICE CXone services every day, 24/7.
It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

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Gordon Ng

Typist

Department of Mental HealthGovernment Administration, 201-500 employees

View all 542 answers on this topic

System made it one-stop shopping for fax lines and phones numbers and equipment which was convenient.
It was a shock to see that $39.98 of service manages to result in about $18 of additional “fees” every month. Makes the service significantly less of a bargain than is advertised.

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Verified User

C-Level Executive in Corporate

Law Practice Company, 1-10 employees

View all 66 answers on this topic

Screenshots

See All (10) NICE CXone Screenshots

See All (4) Ooma Office Screenshots

NICE CXone

Ooma Office

NICE CXone

Ooma Office

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE CXone

Ooma Office

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

NICE CXone

Ooma Office

Hosted PBX

Multi-level Interactive Voice Response (IVR)

Directory of employee names

NICE CXone

Ooma Office

Answering rules

Call recording

Call park

Call screening

Message alerts

NICE CXone

Ooma Office

Audio conferencing

NICE CXone

Ooma Office

Mobile app for iOS

Mobile app for Android

NICE CXone

Ooma Office

NICE CXone

Ooma Office

NICE CXone

Ooma Office

NICE CXone

Ooma Office

NICE CXone

Ooma Office

NICE CXone

Ooma Office

NICE CXone

Ooma Office

NICE CXone

Ooma Office

NICE CXone

Ooma Office

NICE CXone

Ooma Office

Likelihood to Recommend

NICE CXone

Ooma Office

Pros

NICE CXone

Ooma Office

Cons

NICE CXone

Ooma Office

Pricing Details

General

Free Trial

Free/Freemium Version