Ooma Office Pro Plus Promises Simple Call Center Setup, More

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.

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.