Ooma Office already comes with more than 50 features.

Claudia Adrien

May 24, 2022

3 Min Read
Woman on phone
Smiling woman using laptop while talking to customer on phone. Consulting corporate client in conversation with customer using computer on desk. Service desk consultant talking in a call center and working on laptop.Shutterstock

Ooma has launched Ooma Office Pro Plus, a new plan for the Ooma Office business communications service. It aims to help any business set up a simple call center, integrate with the Salesforce CRM platform, provide hot-desking capability in their offices, and more.

Ooma Office already comes equipped with more than 50 features tailored to meet business needs through the Ooma Office Essentials and Ooma Office Pro service plans. Ooma Office Pro Plus adds what the company calls “powerful” employee and customer tools.


Ooma’s Jim Gustke

Jim Gustke is vice president of marketing at Ooma, which provides business communications services to SMBs and enterprises.

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“Small and mid-sized businesses are growing more sophisticated in how they use technology. So we’ve created Ooma Office Pro Plus to make sure their phone systems are front and center in driving deeper customer engagement through call queuing and Salesforce Integration,” Gustke said. “Hiring and retaining top talent is also crucial for SMBs and we see hot desking as an important enabler of the flexible work environments that many employees now demand.”

Features of the New Plan

  • Hot desking. Hybrid work is reducing the number of permanently assigned workspaces in favor of “hoteling” or temporary work accommodations. “Hot desking” enables employees to sign into any unassigned IP phone by tapping just a few keys. The phone will then ring with that employee’s incoming calls and show the employee’s individual caller ID on outbound calls.

  • Call queuing. When inbound call volume is heavy, call queuing automatically places callers on hold. It then routes them to the first available agent. Reports available to managers include queue metrics such as call count, average wait times and abandoned call count. It also includes agent metrics such as missed call count and rejected call count.

  • Salesforce integration. Sales and support workers who operate inside Salesforce no longer need to leave to place or receive phone calls. Employees just click on a phone number in Salesforce to place a call through their Ooma desk phone, desktop app or mobile app. Customer data from Salesforce automatically pops up whenever a call comes in. Salesforce can automatically create tasks for each call, making it easier for agents to enter notes and managers to review detailed call logs. Ooma expects to add integrations in the future with other CRM platforms.

Service Plans

Ooma Office now has three service plans:

  • Ooma Office Essentials offers more than 50 phone features. These are a virtual receptionist, ring groups, a mobile app, virtual fax, music on hold and voicemail-to-email audio files.

  • Ooma Office Pro offers everything in Ooma Office Essentials while adding advanced features. These include videoconferencing, call recording, a desktop app, voicemail transcription, call analytics and enhanced call blocking.

  • Ooma Office Pro Plus offers everything in Ooma Office Pro while adding the features described above and others such as find me, follow me. These allow users to select the order in which their devices ring as calls come in.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

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About the Author(s)

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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