Ooma Review: Great for Growth, Less So for Starting Out

Ooma Office isn’t the best VoIP system on the US market, but it is one of the simplest to use. In particular, its higher-tier plans offer strong value for larger businesses, with features like video calls, call recording, and team chat included for under $30 per user, per month.

That said, its entry-level plan is expensive for what you get, and key features like customer relationship management (CRM) integrations, call queues, and internal messaging are locked behind upgrades.

In this review, we’ll walk through exactly what you get with each of Ooma’s plans, including features and our experience using its software, to help you decide whether Ooma is worth it compared with bigger-name rivals.

Ooma Review: Setup, Interface, and Navigation

We found Ooma doesn’t waste time with lengthy onboarding. Once your account is activated via email, you’re ready to get started, either through the Ooma Office Manager (web portal) or, if you’re on a Pro or Pro Plus plan, via the dedicated desktop app.

The Ooma Office Manager is the browser-based control hub where administrators can configure company-wide settings, such as call flows and ring groups. It’s a simple, utilitarian layout with no dropdowns or dense menus to get lost in.

Day-to-day users are more likely to interact with Ooma through the desktop or mobile app, however. The desktop app (available only with Pro or Pro Plus plans) is laid out with a modern left-hand navigation bar, offering quick access to Contacts, Calls, Voicemails, Messages, Faxes, Meetings, and more.

I’m not a major fan of the homepage being for contacts. Yes, it allows users to see who they can call right away, but perhaps a summary of calling metrics might be a better introduction for users trying to keep on top of their key performance indicator (KPIs), or some other hub of widgets and tools available.

Still, to me, the UI is clean, minimal, and responsive, designed to behave more like a consumer messaging platform than enterprise-grade software. A small detail, but the inclusion of chat, fax, and call buttons within the contact card panel adds a lot of speed to daily workflows.

Call controls are similarly accessible. When an incoming call comes in, the notification is prominent and includes clearly labelled options to answer, decline, or send to voicemail. Call transfer and flip tools are also easy to access once a call is live.

In testing, our participants highlighted how easy it was to get up and running:

“It had a nice little ring that came up that wasn’t too annoying but also not easily missed. It popped up on my screen nice and clear and had a big answer button so I couldn’t miss it.”

Overall, while Ooma (primarily the web app) doesn’t have the visual polish of some top-tier platforms like Zoom Phone or RingCentral, its design is clearly user-led. The desktop experience in particular strikes a strong balance between clarity and control, especially for teams without a dedicated IT team.

Ooma Review: Key Features

While the Ooma Office Essentials plan provides a solid VoIP foundation, the real depth of the platform doesn’t reveal itself until you step up to the Pro and Pro Plus tiers. Here’s how the key features stack up across the plans, based on our testing and research.

Call management tools

Even on the Essentials plan, Ooma includes a surprisingly robust set of call handling tools. Features like Virtual Receptionist, Ring Groups, Extension Dialing, Call Transfer, and Call Park are available out of the box, making it easy to route calls effectively across your business.

Taking a closer look at one of those features, the virtual receptionist lets you create a basic auto-attendant for directing inbound calls. It’s not quite as flexible as the drag-and-drop call flow tools you’ll find with providers like RingCentral or 8×8, but it works well for small to mid-sized teams who want to route calls by department or time of day.

You can also customise how incoming calls are handled using Call Forwarding, Call Flip, and Do Not Disturb toggles – all of which are accessible via the user portal or app. For most small businesses, this level of flexibility is more than enough to ensure calls don’t go unanswered.

Once you upgrade to Pro or Pro Plus, further features for Call Recording, Voicemail Transcription, Enhanced Call Blocking, and Caller Info Match are unlocked. Call queues (only in Pro Plus) add another layer for managing high volumes of inbound traffic.

In our broader VoIP research, Ooma’s Call Management tools scored strongly across all its tiers and outperformed providers like Zoom Phone and Google Voice in this area. The system’s ease of use stood out too: most testers completed call handling tasks with a minimal learning curve.

Voicemail, transcription and audio quality

All Ooma plans include standard voicemail, including voicemail-to-email with audio file attachments. Setup is managed via the user portal or desktop app, and messages are easy to access and play back.

With Pro or higher, you also get voicemail transcription, which sends a written version of the message to your inbox – handy if you’re in meetings or travelling.

That said, our testers flagged one recurring issue: voicemail audio quality. There were reports of white noise interference on some messages, which could make it difficult to understand soft-spoken callers or those in noisy environments. One participant said

“It did get clearer when the voicemail speaker spoke a little louder, but I could see this being an issue if you had a voicemail from someone with a softer voice or working in a busy loud place.”

This wasn’t a deal-breaker, but for businesses that rely heavily on voicemails or operate in customer support roles, it’s worth testing this yourself during a trial period.

Phone training tools

If your business relies on live call coaching, Ooma may fall short. Call barge, which allows supervisors to join a live call, is available on the Pro Plus plan. However, there’s no support for call whisper (where a supervisor can speak to a team member without the caller hearing) or call monitoring (silent listen-in). These are key tools for onboarding and managing performance, especially in customer-facing teams.

This absence is particularly notable when comparing Ooma with platforms like RingCentral, 8×8, or Zoom Phone, all of which include whisper, barge, and monitor as standard on their mid to high-tier plans. For businesses that need to regularly coach staff in real-time, Ooma’s limited training toolkit is a definite drawback.

Video conferencing and meetings

Another Pro and Pro Plus plan exclusive is access to Ooma Meetings, the provider’s built-in video conferencing feature. Pro supports up to 25 participants, while Pro Plus raises the cap to 100 users and unlocks Meeting Recording.

In testing, we found the video calling experience was functional and easy to launch, though users noted friction when it came to inviting participants. You can’t currently invite colleagues from within the meeting interface; instead, you have to copy and send a link manually, which adds a step to the process.

“You can’t add people directly in the meeting and need to copy a link to send them separately,” one user explained. An irritating pain point, especially when your teammates are already listed in your company directory.

In-app meeting scheduling is available via calendar sync (covered in the next section), but again, naming conventions like “Join” vs “Meet” were flagged as confusing by our testers, particularly for new users.

Messaging and other communication channels

Text messaging (SMS) is only available from the Pro plan upwards, with a 250-message cap on Pro and 1,000 messages on Pro Plus within the US. Messages are sent and received through the Ooma desktop app, using your dedicated business number. The inclusion of texting helps round out the communication experience, though it’s not unlimited like Dialpad or Zoom Phone.

Team Chat is also introduced in the Pro Plus plan, allowing users to message colleagues within the app. While useful, the functionality is basic compared with more mature platforms like Microsoft Teams or Slack, and won’t replace those tools for businesses that already rely on them. But having all your communications in one place is a valuable time-saver for those without a third-party chat system.

Mobility and device flexibility

Every plan includes access to Ooma’s mobile app for iOS and Android, allowing users to make and receive business calls using their work extension while on the go. The app also supports similar tools to the above, including voicemail playback, call transfers, call flip, and basic call logs.

Remote workers will benefit from Simultaneous Ring, which allows calls to be routed to multiple devices at once. For instance, a desk phone and a smartphone app. That’s particularly helpful if you’re juggling between in-office and remote days.

As stated, full desktop app functionality is limited to Pro and Pro Plus plans, however. Essentials users can still download the desktop app, but they won’t be able to make or receive calls directly from it.

Integrations

Software integrations are one of Ooma’s weakest areas, particularly on its lower-tier plans. The Essentials plan doesn’t include any integrations with third-party apps. This is a major limitation for small businesses hoping to streamline workflows between their phone system and existing software for the most minimal cost.

From the Pro plan onward, Ooma supports integrations with Microsoft 365 and Google Workspace, allowing users to sync calendars and contacts. Testers found connecting Google Calendar smooth and quick, often taking under a minute, but the experience was occasionally marred by interface confusion. One tester noted:

“Since ‘Join’ and ‘Meet’ are so similar, users will have to use them once or twice in order to figure out which one they actually need to use.”

CRM integrations are only available on the Pro Plus plan. These integrations, such as Salesforce and Microsoft Dynamics 365, allow for caller info matching, syncing of client data, and some basic analytics. However, the scope is still limited when compared with platforms like RingCentral, Zoom, or 8×8, which support hundreds of native integrations out of the box, including niche CRMs and helpdesk platforms.

If you’re a business that relies on CRM or marketing automation software, Ooma will likely require some manual workarounds or investment in its highest-tier plan to get even basic functionality.

Hardware compatibility

Ooma is reasonably flexible when it comes to supported devices, but its range of fully compatible hardware is narrower than some competitors.

Administrators can assign extensions to a variety of device types, including:

• Ooma DP1 desk phones (wireless DECT)
• Ooma-purchased IP phones
• Analog phones via ATA (analog telephone adapter) ports (e.g. Grandstream HT812 or HT814)
• Base Station phone ports
• Mobile app
• Remote numbers (calls forwarded to a landline or mobile)

This setup makes it possible to mix and match between desk-based setups, mobile-first workflows, and analog environments, which is useful if you’re transitioning from a landline system.

However, unlike providers like GoTo Connect or Zoom Phone, which support a broader set of SIP phones and hardware brands, Ooma works best with its own branded or recommended devices. It’s unclear how effective your hardware will be if you don’t use such devices.

If you already own a fleet of non-Ooma-compatible IP phones, this could result in added replacement costs or reduced functionality.

Analytics and reporting

Ooma includes a basic Call Logs dashboard across all plans, and leaderboard-style analytics on Pro and Pro Plus tiers. These give you visibility over call activity, duration, and individual performance.

However, there’s little in the way of advanced filtering, historical trend analysis, or live dashboards. Compared with the deep analytics offered by competitors like RingCentral, which include real-time monitoring and downloadable reports with segmentation, Ooma’s reporting feels more like a starting point than a true management tool.

There’s also no built-in wallboard or contact centre dashboard, another feature commonly found in platforms targeting large or fast-scaling teams.

That said, for many small to mid-sized businesses, Ooma’s reporting tools may still be “good enough” for spotting missed calls or flagging underperformance.

Security measures

Ooma Office provides essential security measures suitable for many small to mid-sized businesses. However, it lacks some of the advanced certifications and features found in competing platforms. Key security aspects include:

• Encryption: Ooma employs Secure Real-time Transport Protocol (SRTP) to encrypt voice data, enhancing the privacy and confidentiality of phone calls.
• Two-Factor Authentication (2FA): Adds an extra layer of login protection by requiring a verification code sent to the user’s email during login attempts.
• Health Insurance Portability and Accountability Act (HIPAA) Support: For healthcare clients, Ooma Office Pro offers a HIPAA mode that encrypts all media files (voicemails, call recordings, meeting recordings, and fax attachments) at rest and in transit. This mode also disables business messaging and bulk media downloads to comply with HIPAA regulations.

Notably, Ooma does not currently hold the following compliance certifications, according to our research:

• Service Organization Control 2 (SOC 2)
• International Organization for Standardization 27001 (ISO 27001)
• Payment Card Industry Data Security Standard (PCI DSS)

These certifications are often required by larger enterprises or businesses in highly regulated industries. Competitors like RingCentral, 8×8 Work, and Zoom Phone offer more comprehensive security frameworks, including these certifications, making them more suitable for organizations with stringent compliance requirements.

Ooma Review: Plans and Pricing

Ooma Office has three main pricing tiers, all of which are contract-free and priced per user, per month. Each step up unlocks more features, with the top-tier Pro Plus plan offering some of the best value among enterprise phone systems in the US.

How do we rate the plans compared with one another?

We analysed each of Ooma’s three plans in our most recent assessment of the US VoIP market.

To be understanding of different business needs, we applied our small business scoring criteria to its Essentials plan, standard medium-sized criteria to the Pro plan, and large business enterprise phone system criteria to its Pro Plus plan. Each was evaluated alongside plans of similar cost and capability within those respective categories.

Essentials – Basic, but limited

The Essentials plan covers the basics: unlimited domestic calling, voicemail, call transfers, and a virtual receptionist. While functional, it’s relatively expensive for what it offers, especially considering there are no integrations, texting, video conferencing, or call recording. At nearly $20 per user, per month, providers like Zoom Phone or Dialpad offer more for less. As a result, it didn’t make the top five of our Small Business Phone Systems roundup in 2025, earning just 2.3/5 as its overall score.

Pro – Solid for mid-sized teams

For an extra $5 per month, the Pro plan is a meaningful upgrade. It includes a fully featured desktop app, access to SMS texting (up to 250 messages/month), video conferencing, and call recording. You’ll also get voicemail transcription and caller ID enhancements – features missing from many entry-level VoIP systems. While it still lacks extensive integration options, the Pro plan suits most growing teams. Again, unfortunately, these features weren’t enough as Ooma Office Pro missed out on our top six VoIP phone systems, with an overall score of 3.3 out of 5.

Pro Plus – Enterprise value without enterprise pricing

The Pro Plus plan unlocks the full Ooma experience – including CRM integrations, text messaging (1,000 messages per month), video meetings for up to 100 participants, team chat, call queues, and advanced call management.

At $29.95 per user, per month, it’s one of the cheapest enterprise-tier VoIP options available in the US. Most competitors with similar feature sets (like RingCentral or 8×8) price their comparable plans closer to $35 to $45 per month. This earned it a place in our Enterprise Phone Systems roundup with a score of 4.2/5, placing it in sixth position overall.

That said, some features like call whisper, barge, and in-depth analytics are still missing. So, while Pro Plus is strong on affordability and ease of use, it doesn’t fully match the training and reporting depth of more advanced platforms.

Are there any hidden fees with Ooma?

While Ooma Office advertises straightforward monthly pricing, there are several additional fees and optional services that can increase your total cost:

• Additional phone numbers: Each user is provided with one complimentary local or toll-free number. Extra numbers cost $9.95 per month each.
• Toll-free calling plans: The base toll-free number includes 500 minutes per month. For higher usage, Ooma offers plans such as:
  • 1,500 minutes for $15 per month
  • 3,000 minutes for $30 per month
  • Overage charges apply at rates between 2.4¢ and 3.4¢ per additional minute.
• Business Text Messaging: Ooma’s plans include a limited number of text messages. For additional messaging needs:
  • 3,000 messages: $20 per month
  • 10,000 messages: $65 per month
  • 25,000 messages: $160 per month
• International calling: International calls are not included in standard plans and are billed per minute, with rates varying by country. Charges are deducted from a prepaid account.
• Hardware costs: Ooma’s service requires compatible hardware, which is sold separately:
  • Ooma Linx: $49.99
  • Grandstream HT812 ATA: $69.99
  • Yealink IP Phones: Starting at $99.99
• Taxes and regulatory fees: Monthly service charges are subject to applicable taxes and regulatory fees, which are not included in the advertised plan prices.

Ooma Review: Help and Customer Support

Ooma offers a fairly comprehensive set of support options, particularly for small to mid-sized businesses that may not have in-house IT.

All users have access to:

• 24/7 customer support via phone and live chat
• A searchable online knowledge base/troubleshooting guide
• Ooma forum
• Email support for more complex queries
• In-app assistance and FAQs via the Office Manager and desktop/mobile apps

In testing, participants appreciated the simplicity of Ooma’s interface, which made support less necessary, day to day. That said, if issues do arise, having live agents available is a key strength, especially compared with some VoIP providers that rely solely on ticket-based support (such as GoTo Connect) or AI chatbots.

There’s also no dedicated customer success manager or onboarding team unless you’re on an enterprise-scale contract, so you may be left to self-serve when rolling out more advanced features like call queues or CRM syncing.

Compared with providers like Zoom Phone, RingCentral, or 8×8, which offer more structured onboarding and 24/7 global support for premium tiers, Ooma’s approach is more lightweight and better suited to teams who value simplicity over deep technical handholding.

Alternatives to Ooma

Ooma’s strength lies in its relative simplicity and affordability, especially on the Pro Plus plan. But for businesses needing deeper integrations, more advanced analytics, or continuous support, there are other strong contenders in the US VoIP market.

Here’s a quick summary of the top VoIP provider plans for most US businesses, before we dive into a comparison with two of our highest-rated providers overall and how their specific plans compare to Ooma’s.

➡️ RingCentral – Best for full-suite business communication

If your business needs advanced features for managing calls, coaching staff, or supporting complex workflows, RingCentral is a more powerful VoIP solution than Ooma. Its Core and Advanced plans include communication channels and staff training tools that aren’t available on any of Ooma’s plans, even its highest-tier Pro Plus package, while the Ultra plan is the most powerful system we’ve tested.

What it does better than Ooma

• Far more advanced training tools – including call whisper, barge, monitoring, and analytics – none of which are included with Ooma at any tier.
• Wider range of CRM, helpdesk, and productivity integrations, including Salesforce, Zendesk, Microsoft Teams, and over 400 other apps, compared with Ooma’s more limited support.
• More robust communication features – like SMS, e-fax, and full team messaging – all included as standard, whereas Ooma lacks e-faxing and limits SMS and chat to higher-tier plans.
• Best-in-class call routing and queueing tools, with RingCentral’s drag-and-drop IVR designer offering more control than Ooma’s more basic interface.

Where it falls short of Ooma

• Higher cost: At $35 per user, per month, RingCentral Ultra is significantly more expensive than Ooma Office Pro Plus at $29.95, and much more than Ooma Essentials at $19.95.
• Hardware compatibility: This can be restrictive, especially for businesses using legacy phones. Ooma supports a wider range of analog hardware via its base station and Linx devices.

Who is it best for?

RingCentral Ultra is a clear step up for businesses with advanced communication needs and in-house IT support. While it costs more than Ooma, it provides a much broader feature set that’s particularly well-suited to call centres, customer support teams, or companies looking to unify multiple channels under one platform.

➡️ Zoom Phone – Best for affordable unified communication

Zoom Phone is a budget-friendly option for businesses that want robust communication tools without paying extra for features they may not need. Its Regional Unlimited plan, in particular, is one of the best value options on the market. It delivers a broader feature set than Ooma at a lower price, particularly when it comes to training tools, video conferencing, and overall user capacity.

What it does better than Ooma

• More complete call training tools – including call monitoring, whisper, barge, and recording – all included in Zoom’s base plans, whereas Ooma charges extra or omits them entirely.
• Best-in-class video conferencing – supports up to 500 participants per call compared with Ooma’s 100-participant cap on its top plan.
• Greater support for high-volume or distributed teams, including custom call queues, sentiment analysis, and team messaging, features that Ooma either limits or lacks.
• Lower starting price – Zoom Regional Unlimited costs just $15 per user, per month, making it nearly half the price of Ooma Office Pro Plus ($29.95).

Where it falls short of Ooma

• Lacks e-fax support altogether: Ooma includes basic virtual faxing even on its Essentials plan.
• Fewer native CRM integrations: Zoom integrates well with major tools like Salesforce and HubSpot, but it doesn’t match the CRM breadth of platforms like RingCentral or even the bundled Google/Microsoft tools in Ooma’s Pro tiers.
• Less hardware support: Ooma offers a wide range of analog and IP phone options (including its own desk phones), making it a better choice for businesses that still rely on physical hardware.

Who is it best for?

Zoom is a strong alternative to Ooma for budget-conscious businesses or those already using Zoom Meetings. If your priorities include internal collaboration, powerful training tools, and large-scale video calls, Zoom Phone offers far more value than Ooma at each tier. It’s a smarter choice than Ooma for training-heavy teams (those with high staff turnovers) and remote-first setups, too, but may fall short if your business depends on e-faxing or specific hardware integrations.

How We Reviewed Ooma