What users are saying about
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Top Rated
108 Ratings
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24 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100

Ooma Office

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24 Ratings
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Score 9.4 out of 100

Likelihood to Recommend

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Ooma Office

The only thing I "forget" about sometimes is that I now only have a corded handset and can't pick up the phone and take it with me on the property. This is an equipment constraint, not an application problem. I just need to upgrade my phone! I can't really think of anything else.
Wendy White | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Ooma Office
Agent dashboard
NICE inContact CXone
8.2
Ooma Office
Validate callers
NICE inContact CXone
8.3
Ooma Office
Outbound response
NICE inContact CXone
7.1
Ooma Office
Call forwarding
NICE inContact CXone
8.1
Ooma Office
Click-to-call (CTC)
NICE inContact CXone
7.1
Ooma Office
Warm transfer
NICE inContact CXone
8.2
Ooma Office
Predictive dialing
NICE inContact CXone
8.0
Ooma Office
Interactive voice response
NICE inContact CXone
8.4
Ooma Office
REST APIs
NICE inContact CXone
8.5
Ooma Office
Call scripts
NICE inContact CXone
8.5
Ooma Office
Call tracking
NICE inContact CXone
8.6
Ooma Office
Multichannel integration
NICE inContact CXone
8.4
Ooma Office
CRM software integration
NICE inContact CXone
8.6
Ooma Office

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Ooma Office
Inbound call routing
NICE inContact CXone
9.0
Ooma Office
Omnichannel inbound routing
NICE inContact CXone
8.6
Ooma Office
Recording
NICE inContact CXone
8.4
Ooma Office
Quality management
NICE inContact CXone
8.2
Ooma Office
Call analytics
NICE inContact CXone
8.3
Ooma Office
Historical reporting
NICE inContact CXone
8.1
Ooma Office
Live reporting
NICE inContact CXone
7.6
Ooma Office
Customer surveys
NICE inContact CXone
8.7
Ooma Office
Customer interaction analytics
NICE inContact CXone
8.5
Ooma Office

Cloud PBX

NICE inContact CXone
Ooma Office
8.8
Hosted PBX
NICE inContact CXone
Ooma Office
9.0
Multi-level Interactive Voice Response (IVR)
NICE inContact CXone
Ooma Office
8.6
Directory of employee names
NICE inContact CXone
Ooma Office
8.8

Call Management

NICE inContact CXone
Ooma Office
9.5
Answering rules
NICE inContact CXone
Ooma Office
9.7
Call recording
NICE inContact CXone
Ooma Office
8.9
Call park
NICE inContact CXone
Ooma Office
9.3
Call screening
NICE inContact CXone
Ooma Office
9.6
Message alerts
NICE inContact CXone
Ooma Office
10.0

VoIP system collaboration

NICE inContact CXone
Ooma Office
8.8
Audio conferencing
NICE inContact CXone
Ooma Office
8.8

Mobile apps

NICE inContact CXone
Ooma Office
8.6
Mobile app for iOS
NICE inContact CXone
Ooma Office
9.0
Mobile app for Android
NICE inContact CXone
Ooma Office
8.3

Pros

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Ooma Office

  • Technical Support is spot on! Fully knowledgable, VERY helpful, and easy to get in touch with. What more can one ask?
  • AMAZING value for money! When I tell you that get way more than you pay for, multiply that 3. The regular package is more than enough for a smaller business, but the great thing is that Ooma Office also offers a PRO package. Ooma Office is a well-thought-out, useful and a forward-moving company as a whole.
  • Easy to use. Super simple to install and set up.
The Post Hole Co | TrustRadius Reviewer

Cons

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Ooma Office

  • If you already have your own VOIP phones you will not be able to use them with Ooma. Even though provisioning VOIP phones is not that difficult Ooma's tech support DOES NOT provide support or information to provision phones. They are the only VOIP business provider that I know of that doesn't.
  • The Efax usage is not as user friendly as most other Efax services. Instead of using email to send a fax (like may other services do) you must log in online to your Ooma portal to use the Efax. Very cumbersome if your industry uses fax a great deal.
  • Ooma considers 20 or less users to be a Small Business and to use the Ooma Office which limits your use of their inexpensive service. Any company with more users must use their Enterprise service at a higher per user cost.
Rocky Stone | TrustRadius Reviewer

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Ooma Office

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Ooma Office

No score
No answers yet
No answers on this topic

Support Rating

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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 9.7
Based on 24 answers
Support has told me how to set the system to do certain things, and more than once we’d already set the system as instructed and still it wasn’t functioning as desired - support seemed a bit stumped when this happened.
Anonymous | TrustRadius Reviewer

Implementation Rating

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Ooma Office

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE inContact 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 used them before we switched, and they're just a little pricier. For exactly the same service, it was 50% cheaper with Ooma Office, and we were looking for savings, so it was the ideal switch. We're very happy with the decision to switch providers as Vonage didn't have any products that were substantially better.
Anonymous | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Ooma Office

  • Nearly 60% reduction in telephone costs; results were almost immediate
  • 10-15% reduction in time spent on the phone or on calls that may not be revenue impacting.
  • I can literally take my office with me anywhere! I can use my Ooma equipment anywhere I have access to HSI!
Wendy White | TrustRadius Reviewer

Screenshots

Pricing Details

NICE inContact CXone

General

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

Ooma Office

General

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

* per user/month

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Ooma Office
9.4

Likelihood to Renew

NICE inContact CXone
9.1
Ooma Office

Usability

NICE inContact CXone
8.4
Ooma Office

Support Rating

NICE inContact CXone
7.5
Ooma Office
9.7

Implementation Rating

NICE inContact CXone
7.0
Ooma Office

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