NICE CXone vs. Ooma Office

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 8.3 out of 10
N/A
NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.N/A
Ooma Office
Score 8.5 out of 10
N/A
For businesses of all sizes, Ooma provides advanced voice and collaboration features which they describe as flexible and scalable. With plans starting at $19.95 per user per month, Ooma Office is available without contracts or long-term commitments so as to make it easy for a small business to scale its office phone system with Ooma as its business grows. Ooma Office features include: Unlimited Calling in U.S., Canada, Mexico and Puerto Rico Free Local…
$9.95
per month
Pricing
NICE CXoneOoma Office
Editions & Modules
No answers on this topic
Local Phone Number
$9.95
per month
Toll Free Number
$9.95
per month
Toll Free Calling Plan
$15.00
per month
Base Price
$19.95
per month
User Extension
$19.95
per month
Pro
$24.95
per month
Ooma Linx
$49.99
per month
Ooma Wireless Adapter
$49.99
per month
Ooma DP1 Desk Phone
$89.99
per month
Expansion Base Station
$99.99
per month
Yealink IP Phones
$99.99
per month
Cisco IP Phones
$109.99
per month
Yealink Conference IP Phones
$399.99
per month
Conference Bridge
Free
Ring Groups
Free
Virtual Receptionist
Free
Number Porting
Free
Offerings
Pricing Offerings
NICE CXoneOoma Office
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup fee$19.95 per user/month
Additional DetailsOoma Office offers plans starting at $19.95 per user/month with no contracts, ever.
More Pricing Information
Community Pulse
NICE CXoneOoma Office
Top Pros
Top Cons
Features
NICE CXoneOoma Office
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.5
542 Ratings
1% above category average
Ooma Office
-
Ratings
Agent dashboard8.6522 Ratings00 Ratings
Validate callers8.7441 Ratings00 Ratings
Outbound response8.8459 Ratings00 Ratings
Call forwarding8.2416 Ratings00 Ratings
Click-to-call (CTC)8.3378 Ratings00 Ratings
Warm transfer8.6495 Ratings00 Ratings
Predictive dialing8.9298 Ratings00 Ratings
Interactive voice response8.7348 Ratings00 Ratings
REST APIs7.8280 Ratings00 Ratings
Call scripts7.6298 Ratings00 Ratings
Call tracking8.5475 Ratings00 Ratings
Multichannel integration8.3338 Ratings00 Ratings
CRM software integration8.9338 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
8.4
520 Ratings
0% above category average
Ooma Office
-
Ratings
Inbound call routing8.6480 Ratings00 Ratings
Omnichannel inbound routing8.5348 Ratings00 Ratings
Recording8.6462 Ratings00 Ratings
Quality management8.0448 Ratings00 Ratings
Call analytics8.7454 Ratings00 Ratings
Historical reporting8.7445 Ratings00 Ratings
Live reporting8.5431 Ratings00 Ratings
Customer surveys7.8277 Ratings00 Ratings
Customer interaction analytics8.5295 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
NICE CXone
-
Ratings
Ooma Office
8.3
47 Ratings
1% above category average
Hosted PBX00 Ratings8.525 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings8.031 Ratings
Directory of employee names00 Ratings8.341 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
NICE CXone
-
Ratings
Ooma Office
8.9
65 Ratings
7% above category average
Answering rules00 Ratings9.357 Ratings
Call recording00 Ratings8.244 Ratings
Call park00 Ratings8.440 Ratings
Call screening00 Ratings8.850 Ratings
Message alerts00 Ratings9.756 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
NICE CXone
-
Ratings
Ooma Office
9.3
43 Ratings
13% above category average
Audio conferencing00 Ratings9.343 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
NICE CXone
-
Ratings
Ooma Office
9.0
65 Ratings
8% above category average
Mobile app for iOS00 Ratings9.052 Ratings
Mobile app for Android00 Ratings9.039 Ratings
Best Alternatives
NICE CXoneOoma Office
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXoneOoma Office
Likelihood to Recommend
8.4
(560 ratings)
9.0
(68 ratings)
Likelihood to Renew
8.9
(23 ratings)
8.0
(1 ratings)
Usability
8.7
(547 ratings)
8.1
(8 ratings)
Availability
3.7
(7 ratings)
-
(0 ratings)
Performance
9.1
(7 ratings)
-
(0 ratings)
Support Rating
10.0
(8 ratings)
8.1
(31 ratings)
In-Person Training
3.4
(4 ratings)
-
(0 ratings)
Online Training
7.2
(5 ratings)
-
(0 ratings)
Implementation Rating
8.0
(9 ratings)
8.0
(1 ratings)
Configurability
7.1
(4 ratings)
-
(0 ratings)
Ease of integration
7.2
(4 ratings)
-
(0 ratings)
Product Scalability
6.7
(7 ratings)
-
(0 ratings)
Vendor post-sale
4.5
(5 ratings)
-
(0 ratings)
Vendor pre-sale
4.5
(5 ratings)
-
(0 ratings)
User Testimonials
NICE CXoneOoma Office
Likelihood to Recommend
NICE
The Nice is well suited for the customer service teams who are taking care of calls, we can easily set up an exact call flow and distribute calls to the agents very effectively. It's well suited for both big and small companies with prompt support and healthy relationship. We can go with Nice without any hesitation or second thoughts.
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Ooma, Inc.
We use Ooma Office for everyone in the company including mobile users. It has allowed us to eliminate the spam callers as well give our mobile and remote users the ability to make business calls - from any device, from anywhere, at any time - without having to worry about any long distance charges, or without giving up their personal telephone numbers (at home or cellular).
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Pros
NICE
  • Workforce management is very easy to use
  • Quality management allows evaluations to be objective
  • Real time adherence allows me to know what everyone on the team is doing at a glance
  • Reports allow us to evaluate the performance and helps us improve
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Ooma, Inc.
  • 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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Cons
NICE
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Ooma, Inc.
  • 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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Likelihood to Renew
NICE
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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Ooma, Inc.
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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Usability
NICE
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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Ooma, Inc.
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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Reliability and Availability
NICE
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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Ooma, Inc.
No answers on this topic
Performance
NICE
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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Ooma, Inc.
No answers on this topic
Support Rating
NICE
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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Ooma, Inc.
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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In-Person Training
NICE
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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Ooma, Inc.
No answers on this topic
Online Training
NICE
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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Ooma, Inc.
No answers on this topic
Implementation Rating
NICE
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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Ooma, Inc.
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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Alternatives Considered
NICE
We looked at several tools for turning text into data. The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch. Attensity had taken the approach of including reporting and alerting with their text engine.
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Ooma, Inc.
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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Scalability
NICE
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Ooma, Inc.
No answers on this topic
Return on Investment
NICE
  • We were able to close deals and sales to clients more effectively!
  • It is much easier for us to reach the client even if it's an International number.
  • Nice CXone has helped us a lot to communicate better with our clients.
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Ooma, Inc.
  • 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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ScreenShots

NICE CXone Screenshots

Screenshot of CXone MAX - Digital InboxScreenshot of CXone MAX - Native ChatScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Customer ProfileScreenshot of CXone MAX - Agent Settings

Ooma Office Screenshots

Screenshot of Ooma Business Phone Mobile AppScreenshot of Ooma Office Pro Desktop AppScreenshot of Customizable Virtual ReceptionistScreenshot of Configure System Settings through Ooma Office Manger Online Portal