A Complete Zoom Phone Review for 2024

Zoom, headquartered in California, is an all-in-one communication platform particularly useful for businesses with remote teams. It first catapulted into the limelight during the pandemic in 2020 and has been a popular choice among companies ever since.

We’ve carried out extensive hands-on testing to find out if Zoom is the VoIP platform you’ve been looking for. Read this detailed Zoom review to know everything about Zoom i.e. its features, pricing, pros, cons, and how it compares to the competition.

Table of Contents Table of Contents

1. Zoom Phone's Pricing
2. Zoom Phone's Features
3. Zoom Phone's Integrations
4. Is Zoom Phone Safe?
5. Zoom Phone Customer Reviews
6. What Is Zoom Phone Good For?
7. Zoom Phone Vs Top Competitors
8. Verdict — Is Zoom Worth It?
9. How Do We Test VoIP Services?
10. How We Choose The Best VoIP Provider
11. FAQs
12. References

Show Full Guide

Table of Contents

1. Zoom Phone's Pricing
2. Zoom Phone's Features
3. Zoom Phone's Integrations
Show Full Guide
4. Is Zoom Phone Safe?
5. Zoom Phone Customer Reviews
6. What Is Zoom Phone Good For?
7. Zoom Phone Vs Top Competitors
8. Verdict — Is Zoom Worth It?
9. How Do We Test VoIP Services?
10. How We Choose The Best VoIP Provider
11. FAQs
12. References

Zoom Phone’s Pricing

Let’s look at the various plans Zoom has to offer:

Note: there’s another plan called “Pro” but its pricing isn’t transparent, so you’ll have to contact the team to get a custom quote. It has, more or less, the same features as the Metered plan except for phone extensions.

Overall Zoom offers 6 types of products, all related to business communication. For this review, however, we will focus on Zoom Phone.

All three plans under Zoom Phone include:

• Unlimited Internal Calling
• Metered Outbound Calling
• One Management Portal
• Domestic SMS & MMS
• US & Canada Number
• Multiple Devices Use

US & Canada Metered – $120/year/user

Pay-as-you-go, along with unlimited inbound calling, you get features like HD call quality, voicemail transcriptions, unlimited auto attendants, call recording, an emergency response center, call handoff between devices, and more.

US & Canada Unlimited – $180/year/user

This is the first plan on the list that supports unlimited regional calling within the US. You also have the option to buy an add-on for outbound calling to a specific country. Other than that, there’s no major difference when you put it side by side with the metered plan.

Global Select – $240/year/user

The Select plan is, once again, not very different from the previous plans. However, here you get unlimited regional calling in one of the 48 countries and territories offered by Zoom and the optional add-on to access further countries.

Other Zoom Pricing Plans

If the above-mentioned features are not enough for your business communication needs, you can also try the Business Plus plan under Zoom One — a communication-oriented product that also comes with Zoom Phone.

Costing $269.90/user/year, this plan offers unlimited internal and outbound calling, Call recording, and other Zoom Phone features along with Zoom Meeting functions such as Translated Captions, Workspace Reservation, and an AI companion.

Zoom Phone’s Features

Here’s a glimpse into the main features offered by Zoom Phone:

Calling Functions

The quality of Zoom calls is truly fantastic. When we tested it out, the audio was crisp, and we only encountered minor connection issues during one test that weren’t due to our own internet connection.

Every plan comes with unlimited internal calling, while only two plans come with unlimited outbound calling i.e. from your agents to your customers.

You also get toll-free numbers and phone number extensions in case you have a huge team and an auto-attendant/IVR to handle your customers when your agents are busy on another line.

One thing we found useful was the option to re-route the call to either a different number or voicemail. This is definitely a convenient feature during holidays or post-business hours. In case a call goes to voicemail, you have the option to get it transcribed so you can easily scan the message before calling back.

Overall we found the setup to be seamless, calls were easy to manage with the portal, and with add-ons like phone recording, you can save important conversations with ease.

Video Functions

The primary function of Zoom Phone’s video meeting feature is to elevate a regular call to a Zoom video call when needed. You can also transfer this call to a Zoom Meeting or Zoom Room at the click of a button which can be useful for internal communication.

If you choose the Zoom One plan, your video meetings will be quite fun. You get to experiment with interesting meeting backgrounds and filters. You can also drive up engagement among the team with interactive polls, quizzes, and in-meeting reactions.

Another interesting feature is the ‘Touch up my appearance.’ It’s like a beauty filter that you can use to look more presentable for clients after a tiring day at work. Additionally, if you are not a fan of being in the video yourself, you have the option to create an avatar to represent you.

Auto Attendant and Call Distribution

There’s an auto-attendant available on Zoom Phone that acts as your virtual receptionist. It greets your customers, understands their concerns, and routes the call to the agent suited to handle the query.

What’s good with the auto-attendant, except for the call routing, is that it helps keep your callers engaged until one of your agents is ready to take over while still giving the caller a sense of progress.

We found the auto-attendant to be a solid addition, it helped clear the calling backlog and keep things in order for the agents.

Plus, Zoom Phone offers automatic call distribution groups (ACD) with call queueing, which queues your incoming calls and then distributes them as and when the agents become available.

Team Chat Functions

Keeping in touch with your team is just as important as keeping in touch with your customers. That’s why we recommend using Zoom’s built-in Team Chat tool. It’s so effective that you don’t need any third-party app to manage your team.

There are three ways to interact with your team. You can either send someone a direct text, create a channel based on a certain topic, or create a group.

All the messages and files you share in these chats will be safely stored. If you want, you can also save them on the Zoom Cloud or other third-party storage. There’s also a dedicated chat room for members of a meeting so that you can keep in touch before, during, and after the meeting without losing track of the conversation.

Although we find Zoom Chat to be sufficient, if you don’t feel the same, you can always integrate it with another platform.

Zoom Phone’s Integrations

Native integrations on Zoom Phone include Salesforce, Slack, Contact Center, Microsoft, and Google. Apart from that, Zoom has its own app marketplace from where you can access 2,400+ third-party apps. The variety is truly commendable.

The apps are divided into categories such as CRM, Collaboration, and Analytics so that you can quickly find them. And under each such category, you’ll have tons of options to choose from.

For example, under the CRM category, you’ll find 205 options — no other VoIP service will give you so many choices. Connect Zoom with the best CRM software for seamless customer management.

On top of that, Zoom also integrates with Zapier, which is another popular app marketplace that helps you integrate with 6,000+ business tools. You’ll never run out of integration options with Zoom.

Is Zoom Phone Safe?

Zoom takes customer security very seriously. For instance, when advanced chat encryption is enabled, it uses both asymmetric and symmetric algorithms to encrypt your chats.

It also generates private keys for each device which are not shared with anyone to prevent unauthorized users from tampering with the chats. Other than that, every call and meeting is encrypted with 256-bit Advanced Encryption Standard (AES), with optional end-to-end encryption.

For additional security, you can lock a meeting, add a password to it, or require all participants to share an audio signature.

Also, their team works constantly to find and fix vulnerabilities before the hackers get to them. In short, with Zoom, your team and assets are in safe hands.

Zoom Phone Customer Reviews

Zoom has received amazing reviews from most users online. On Gartner, it has received a total score of 4,4 out of 5 based on 5,400+ reviews. Out of this, 60% of the users have given it a 5-star rating, and 37% of the users have given it a 4-star rating.

Similarly, on G2, Zoom has received 4.5/5 ratings based on 53,900+ reviews. Out of this, more than 40,000 people have given it a 5-star rating.

Most people love the platform’s usability. Even if you aren’t a tech expert, it’ll only take you a few minutes to figure out the platform. Also, Zoom One has a free plan which makes it one of the best VoIP for small businesses that cannot afford to invest in a VoIP platform yet.

The only complaint that some users have had about Zoom is instability when the network is poor. Although it’s not Zoom’s fault if your WiFi is acting up, some users feel that a Lite version could fix this issue.

There are some notices of varying levels of customer support, with some users referring to the support as “lazy”. However, the majority of reviews note that they’ve had prompt expert support. Other than that, we haven’t noticed any significant issues with Zoom.

What Is Zoom Phone Good For?

Zoom Phone is fantastic for both audio and video calls, making it a great fit for businesses of any size. It truly shines for companies with call agents in multiple locations, thanks to its cloud-based management system.

And the best part? You can personalize the experience to perfectly match your business with features like call delegation and a huge amount of integrations.

You might remember that Zoom was one of the most sought-after platforms for remote working during the pandemic when online connection became more important than ever. That’s because its audio and video calling features exceed industry standards.

Let’s consider the Zoom Avatar tool for video meetings as an example. It’s perfect for introverts who don’t want to turn on their camera. Similarly, the Appearance Touch-Up tool can give you a quick makeover before an important meeting.

Zoom Phone Vs Top Competitors

Here’s how Zoom Phone sizes up against some of the other top players in the industry:

Zoom Phone Vs RingCentral

RingCentral has a few advantages over Zoom Phone. For instance, you get built-in virtual notes which meeting participants can use to record important pointers. You also get video recordings and live transcriptions for your meeting. Since Zoom Phone focuses more on the audio calling aspect, it misses out on all these features.

Zoom makes up for it with automatic call distribution. Basically, you use the Call Queue feature to route incoming calls to a certain group of agents. The one who takes the call first gets it. All in all, RingCentral has better options for video and transcripts, but Zoom Phone makes staying organized easier.

Find out more by reading our full RingCentral review.

Zoom Phone Vs Google Voice

Zoom scores better than Google Voice in terms of native call management features. Google Voice is undoubtedly easier to use, and every plan will automatically grant you access to all the other Google products, such as Google Sheets, Forms, Gmail, Calendar, and so on.

Zoom, on the other hand, offers much better features. You get to park your calls and seamlessly handoff calls while switching devices, and there’s also call recording and Barge/Monitor/Whisper/Takeover for managers to take over calls when needed.

In short, Google Voice is best for those who prioritize ease of use, and Zoom Phone leads the way will call management features.

For more info, read our full Google Voice review.

Zoom Phone Vs Ooma

Zoom Phone and Ooma both specialize in audio calling, making the competition a little tough. However, Ooma has slightly more features to offer. It can double up as a pager or intercom line when needed, plus you get access to virtual faxes on every plan.

However, if you’re looking for more internal collaboration and video calling functions, Zoom is a better choice. You get to choose between as many as 2,400 integrations, which is more than what Ooma offers.

Curious about Ooma and what it offers? Read our full Ooma review.

Verdict — Is Zoom Worth It?

Yes. Zoom Phone is totally worth it for businesses looking for a steady audio and video calling solution. The connections are stable (as long as your network is fine), the audio and video quality is great, and there are tons of exciting features such as voicemail transcription, call parking, team chat, and so on.

Additionally, the integration capacity is great. In the Zoom marketplace alone, you can connect with up to 2,400+ apps. Although users have had occasional complaints of lazy customer support, the team is knowledgeable and helps you sort out any difficulties you might have. That said, the ease of use of the platform ensures you do not have many questions in the first place.

How Do We Test VoIP Services?

Our team has more than 13 years of experience in the industry. Before Zoom, we have already tested countless other VoIP platforms, so we know what makes the best VoIP service.

On top of this, our 2-week trial also helps. Our own team of experts tests every product we write about for 2 weeks. During this period, we check if the features are as good as they claim to be, their average uptime, and ease of use. We also check whether the customer support team is available and responsive.

After that, we look into what other customers have to say about the platform. These people who have months or years of experience with a service give us a great feel of what one can expect in the long run.

How We Choose The Best VoIP Provider

Here’s a quick rundown of the parameters you need to check when picking a good VoIP provider:

FAQs