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Zoom Phone

Score9 out of 10

113 Reviews and Ratings

What is Zoom Phone?

Post call summary & next steps
A post-call summary from Zoom’s AI Companion keeps the focus on the conversation instead of taking notes.

Read more details.

Media

Screenshot of the Zoom AI for business phone communications, available at no additional cost
Screenshot of Zoom's integrated workflows
Screenshot of the Call Handling Panel

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Screenshot of the Zoom AI for business phone communications, available at no additional cost

Top Performing Features

  • Hosted PBX

    Hosted telephony infrastructure obviated the need for local PBX hardware

    Category average: 8.1

  • Call recording

    Automatic recording of inbound and outbound calls

    Category average: 8.4

  • Call park

    Ability to hold calls in virtual location and subsequently access from any phone in system

    Category average: 8.1

Areas for Improvement

  • Call reports

    Historical call analysis and trending metrics

    Category average: 8.1

  • User templates

    Create and apply batch configurations to multiple users at once

    Category average: 7.5

  • Directory of employee names

    Voice directory of all employees for self-service dialing

    Category average: 8.3

My favorite voice service. We sell it and use it ourselves.

Use Cases and Deployment Scope

We use it as our primary phone system to answer calls with an automated attendant and to take and make calls from desk phones and mobile phones and desktop apps. One particular use case is to keep work and personal numbers separate on personal devices. Zoom Phone makes it quite easy to separate voice and SMS and not need to share or reveal our personal numbers to clients.

Pros

  • Have access via mobile, desktop and desk phone seamlessly
  • The new built in fax feature is great. I wish fax was obsolete, but until then this makes it more bearable.
  • Change outbound caller ID per call

Cons

  • CarPlay integration
  • Siri. Should be able to say "Siri, call with Zoom Phone.

Return on Investment

  • Fixed, known cost per month.

Usability

Alternatives Considered

RingEX, Zultys MX System, Grandstream UCM series IP PBXs, Nextiva, 8x8 Work, Google Voice, Dialpad Connect, GoTo Connect, Comcast Business VOIP (VoiceEdge), AT&T Office@Hand, Avaya IP Office, MiVoice Office Application Suite (Mitel Application Suite), Cisco Business Edition 6000 (discontinued) and Cisco IP Phones

Other Software Used

QuickBooks Online, Email Tracking for Zendesk, Google Workspace

Zoom Phone saves us money and is a great tool

Use Cases and Deployment Scope

While we have used Zoom meetings and webinars for several years (since the pandemic), we moved all of our phone services to Zoom Phone in the Fall of 2024. It's been a great experience. The system is easy to use, and we've gradually expanded from our main office to the outlying offices by porting their current phones numbers over to Zoom Workplace and setting them up on our account. One of the most helpful things has been the app. Those of us who work remotely don't have to give out our personal cell phone numbers - we can use the Zoom Phone app through our laptops or on our cell phones. It's saved us a significant amount of money moving to Zoom Workplace as well. Some of our offices were paying $300 a month for their phone line, so it's a big help to our budget that Zoom Phone is less expensive. And while we haven't set up the fax service yet, that's on our list of things to do. It will make work so much easier to have everything right there!

Pros

  • Zoom app - easy to use and very convenient
  • Zoom AI notetaker for meetings - really helpful for longer meetings and it gets most things correct
  • Zoom phone - easy to add and edit users when we have staff turnover

Cons

  • The first time I ported a number and set up a outlying office, I had to keep going back in and correcting things. I feel like there could be more straightforward instructions on this, instead of having to go to multiple sections just to accomplish everything.

Return on Investment

  • Significant cost savings
  • Easier to connect with colleagues
  • Works well on mobile devices and tablets, as well as computers

Other Software Used

Microsoft 365, Adobe Acrobat

My review

Use Cases and Deployment Scope

We use Zoom Phone to meet and show product to potential and current clients. We use Zoom Phone to hold meetings with our current clients to talk about our products and show new features being deployed. We use Zoom Phone among our employees to discuss goals and upcoming projects. Thank you

Pros

  • Allows us to meet and call with clients
  • Allows us to host webinars
  • Allows us to record meetings and webinars

Cons

  • We believe the breakout rooms for webinars should be included in the webinar license
  • We would like to see webinar premium be available as a monthly subscription
  • Sessions plan available as a monthly subscription

Return on Investment

  • It allows us to show our products through webinars
  • Allows us to meet with clients
  • Allows us to record meetings and webinars

Alternatives Considered

Microsoft Teams

Other Software Used

Microsoft Teams, HubSpot CRM

So far so good

Use Cases and Deployment Scope

We use Zoom Phone for our phone calls, fax, meetings. I love having the personalization of sending a fax from my phone app or desktop. It keeps a record of it as well.

Pros

  • Sending fax
  • Receiving a fax
  • Setting up meetings
  • Great for trainings alsos

Cons

  • Be more intuitive as an app
  • The website for business is a tad archaic

Return on Investment

  • Cost savings for sure
  • Easy to see if callers are engaged
  • East for trainings

Pro Zoom Workplace

Use Cases and Deployment Scope

We are a small company, about 30 employees, covering 40 different manufacturing lines. And over half of our employees work remotely, which means quick, accessible, navigable communication is key. Zoom Workplace Phones allow for easy user management, and the Zoom Workplace Desktop Platform, allows for easy communication. It's intuitive, and natural.

Pros

  • User Management on the online portal - organizing employees, their contact methods, departments, plans, profile photo, etc.
  • Ease of switching between the desktop app and the mobile app
  • Simplicity - easy to make a call, send a message, attach a photo, find a setting...almost too user-friendly.

Cons

  • The Zoom Customer Service has proven challenging to work with in that my cases lose line of sight, or do not stay in the same "thread"
  • Away, Busy, Do Not Disturb - etc - almost "too many" options - and I am not sure how each one ties to my phone functionality and who can call vs who can't when I have those methods on, and employee should not be able to change how long it takes to trigger the "away" button

Return on Investment

  • Easier to establish and connect with new users, especially since we do not need to obtain a desktop phone for new employees and existing modern technology can support Zoom Workplace functionality
  • The ability to send gifs, funny messages, or responses within the day to day business truly lifts up our spirits, adds some humor to the day. I see that as a very positive thing with our team!
  • If some of our more seasoned and traditional employees are reluctant to Zoom Workplace, we are at a loss. This is not Zoom Workplace's fault necessarily, but when an employee refuses to download the app or maintain their account, its a challenge to add "External" employees and keep them in the loop in the same capacity

Other Software Used

Adobe Acrobat, NetSuite ERP, Microsoft 365