What users are saying about
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Top Rated
750 Ratings
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69 Ratings

NICE CXone

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Top Rated
750 Ratings
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Score 8.4 out of 100

Ooma Office

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69 Ratings
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Score 9.1 out of 100

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

    Likelihood to Recommend

    8.4

    NICE CXone

    84%
    542 Ratings
    9.1

    Ooma Office

    91%
    66 Ratings

    Likelihood to Renew

    6.8

    NICE CXone

    68%
    21 Ratings
    8.0

    Ooma Office

    80%
    1 Rating

    Usability

    8.6

    NICE CXone

    86%
    528 Ratings
    8.3

    Ooma Office

    83%
    8 Ratings

    Availability

    5.6

    NICE CXone

    56%
    7 Ratings

    Ooma Office

    N/A
    0 Ratings

    Performance

    8.1

    NICE CXone

    81%
    7 Ratings

    Ooma Office

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone

    74%
    6 Ratings
    9.0

    Ooma Office

    90%
    31 Ratings

    In-Person Training

    6.1

    NICE CXone

    61%
    4 Ratings

    Ooma Office

    N/A
    0 Ratings

    Online Training

    7.9

    NICE CXone

    79%
    5 Ratings

    Ooma Office

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone

    81%
    9 Ratings
    8.0

    Ooma Office

    80%
    1 Rating

    Product Scalability

    6.5

    NICE CXone

    65%
    7 Ratings

    Ooma Office

    N/A
    0 Ratings

    Likelihood to Recommend

    NICE CXone

    Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.
    Anonymous | TrustRadius Reviewer

    Ooma Office

    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).
    Anonymous | TrustRadius Reviewer

    Pros

    NICE CXone

    • 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.
    Charanjeet Singh | TrustRadius Reviewer

    Ooma Office

    • 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!
    Wendy White | TrustRadius Reviewer

    Cons

    NICE CXone

    • 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.
    Anonymous | TrustRadius Reviewer

    Ooma Office

    • 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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    NICE CXone

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    NICE CXone Editions & Modules

    Additional Pricing Details

    Ooma Office

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    Optional
    $19.95

    Starting Price

    $0

    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 BridgeFree
    Ring GroupsFree
    Virtual ReceptionistFree
    Number PortingFree
    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
    1. per month
    2. none
    3. 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

    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.
    Vinicius Leite | TrustRadius Reviewer

    Ooma Office

    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.
    karthikeyan alamelumangapuram | TrustRadius Reviewer

    Usability

    NICE CXone

    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.
    Loreto Destura | TrustRadius Reviewer

    Ooma Office

    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.
    Tom Von Braunsberg | TrustRadius Reviewer

    Reliability and Availability

    NICE CXone

    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
    Anonymous | TrustRadius Reviewer

    Ooma Office

    No score
    No answers yet
    No answers on this topic

    Performance

    NICE CXone

    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.
    Anonymous | TrustRadius Reviewer

    Ooma Office

    No score
    No answers yet
    No answers on this topic

    Support Rating

    NICE CXone

    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.
    Kevin Lintner | TrustRadius Reviewer

    Ooma Office

    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.
    The Post Hole Co | TrustRadius Reviewer

    In-Person Training

    NICE CXone

    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.
    Anonymous | TrustRadius Reviewer

    Ooma Office

    No score
    No answers yet
    No answers on this topic

    Online Training

    NICE CXone

    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.
    Dailson Laurentino | TrustRadius Reviewer

    Ooma Office

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    NICE CXone

    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.
    Dailson Laurentino | TrustRadius Reviewer

    Ooma Office

    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.
    karthikeyan alamelumangapuram | TrustRadius Reviewer

    Alternatives Considered

    NICE CXone

    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.
    Anonymous | TrustRadius Reviewer

    Ooma Office

    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.
    Hillary Louarti | TrustRadius Reviewer

    Scalability

    NICE CXone

    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.
    Vinicius Leite | TrustRadius Reviewer

    Ooma Office

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    NICE CXone

    • 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.
    Gordon Ng | TrustRadius Reviewer

    Ooma Office

    • 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.
    Anonymous | TrustRadius Reviewer

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