Ooma's Advanced Call Flow Features Improve Customer and Employee Experiences

Ooma's Advanced Call Flow Features Improve Customer and Employee Experiences

By Stefania Viscusi

To help businesses improve their customer and employee experiences, Ooma has added advanced call flow capabilities to its Ooma Office business communications service.

Today’s communications capabilities matter. For those employees manning the phones, or the customers getting in touch with businesses, having advanced features is key. The ability to quickly resolve queries, efficiently get the information needed and even manage internal team communications are all critical for businesses today.

To help businesses improve their customer and employee experiences, Ooma has added advanced call flow capabilities to its Ooma Office business communications service.

Ooma Office is designed for small and mid-sized businesses and is available in three plans:

  • Ooma Office Essentials at $19.95 per user per month
  • Ooma Office Pro at $24.95 per user per month
  • Ooma Office Pro Plus at $29.95 per user per month

Now, Ooma Office Pro Plus also includes advanced call flow capabilities, in addition to existing features like Call Queueing, Hot Desking and Salesforce Integration. Specifically, there are five new capabilities:

  1. Call Queue Agent Log In/Log Out – Agents gain better control of their availability to take calls and managers have a better view of staffing levels.
  2. Shared Voicemail Boxes – No longer do messages have to be sent to just one person’s inbox. Now ring groups have a central voicemail box that anyone on the team can check for faster response times.
  3. Virtual Receptionist Scheduling – Routing rules can be set based on the specific messages a business wants shared at certain times of the day or days of the week.
  4. Transfer Calls to External Lines – Virtual receptionists and ring groups can transfer calls to an outside line.
  5. Microsoft Dynamics 365 Integration – Customer data will now automatically pop up for sales and support teams and they can make and receive calls right within the CRM platform.

 “These powerful new call flow capabilities create a better employee and customer experience by optimizing call center staffing, driving quicker responses to voice messages, expanding virtual receptionist options during both business and after-business hours, and supporting one of the most popular CRM tools,” said Dennis Peng, vice president of product management at Ooma.

According to Peng, Ooma these enhancements are only the beginning.  Ooma’s engineers and product development teams have been working on even more features that will be rolled out in the coming months.




Edited by Erik Linask
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