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Zoom Phone

Score7.4 out of 10

147 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.

Categories & Use Cases

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

Zoom Phone Key Features

Learn about the best (and worst!) features Zoom Phone has to offer, as determined by TrustRadius' reviewers.
Based on 147 ratings of Zoom Phone's features
View all Zoom Phone features

Top Performing Features

  • Call screening

    Ability to block numbers or send calls directly to voicemail

    Category average: 8.7

  • Video screen sharing

    Users are able to share their screens with other meeting participants on video conference calls.

    Category average: 8

  • Instant messaging

    Users are able to communicate via chat, either one-on-one or in a group message, through an instant messaging or chat tool.

    Category average: 8.9

Areas for Improvement

  • Call recording

    Automatic recording of inbound and outbound calls

    Category average: 7.9

  • Multi-level Interactive Voice Response (IVR)

    IVR is a phone menu allowing callers to interact with the system through voice and keypad

    Category average: 7.6

  • User templates

    Create and apply batch configurations to multiple users at once

    Category average: 7.9

Who Buys & Uses Zoom Phone

Zoom Phone Reviews

What users are saying about Zoom Phone.
View all Zoom Phone reviews

Pros

  • Unified platform for call, text, voicemail, and live transcripts
  • Robust functionality for meetings, webinars, and training sessions
  • Ease of user management for adding or editing accounts

Cons

  • User interface lacks intuition, with settings difficult to locate
  • Limited integration with external services like Google Workspace and ERP
  • Performance issues, including high failure rates for meetings and application freezing

ZP Review.

Verified User
Director in Information Technology (10,001+ employees)

Use Cases and Deployment Scope

All Raymond James employees use Zoom Phone for their telephony needs. It includes inbound calling, outbound calling, voicemail, and limited call summaries.

Pros

  • Ease of use.
  • Multiple access options, desktop, mobile, web.

Cons

  • more granular admin controls.
  • More granular Zoom group settings breakdown. For example, allow me to create a Zoom group where I only want to configure call recording. All other phone settings come from another group.
  • AI call summaries: features and functions to match meetings. Allow me to use the same summary templates for meetings and calls.
  • Separate device options for meeting and phone, with one click to switch audio and microphone devices.
  • Improved automatic antispam remediation.
  • Improved inbound spam reporting and the ability to see who requested blocking a number due to spam.

Return on Investment

  • Zoom has reduced reliance on legacy voice infrastructure while improving business continuity, mobility, and service speed for both employees and clients.
  • Zoom Phone has delivered ROI by consolidating voice services onto a single cloud platform, reducing infrastructure overhead and simplifying support operations.
  • The primary negative impact was the upfront investment required for migration, user adoption, and operational change management to transition from legacy telephony platforms.

Usability

Alternatives Considered

Five9 and RingCentral Meetings

Other Software Used

NiCE CXone, Microsoft Teams

Zoom Phone - lots of pleasant surprises

Verified User
Director in Information Technology (11-50 employees)

Use Cases and Deployment Scope

As a small business owner, I always just used a mobile number. But when talking to larger customers and bringing in partners, it is almost embarrassing not to have a dedicated work landline.
I got into Zoom during COVID and last year decided to try Zoom Phone. The experience has been amazing. I have a full switchboard-ready phone system, and it is all integrated with my Zoom app, so it follows me wherever I am connected to Zoom.

I honestly thought that Zoom Phone was a corporate-only product, and after a couple of years of use, I now think it makes a bigger difference to small businesses. Now I am a big convert.

Pros

  • Convenience, it moves with me. Like a mobile experience for me and a "big company" landline for customers. I can use it on any zoom machine that I am using and as a developer, I do have a few more computers than most.
  • All my clients in one place. Whether I want to book a call, shedule a meeting or creae an event, Zoom phone is part of the mix. So people can connect however they want and I have them all in one place.
  • Can I speak about Zoom Contact Centre? - We are keenly looking at this as there are times when we want to setup a mini call centre for a marketing push and I just upgrade my zoom licences and it all "appears" for Zoom Phone.

Cons

  • I think the biggest problem for Zoom Phone is getting customers on board. We are all accustomed to buying a phone and plugging it into a phone socket (if over 30 years old), or buying a phone contract and inserting a SIM.
  • Zoom Phone is such a leap in possibilities; setting it up for the first time can be daunting. It is one of those things that you don't know if you set up wrong because people can't contact you to tell you!
  • Once you have a phone, the challenge is to then set up and configure your own private exchange system. OK, a similar complaint. Adoption is a problem for all IP Phone systems. It is a phone, but not as most people know it. So you need a phone expert to help you configure and build your phone network.
  • I am looking for AI assitant to help you setup.
  • Zoom is not a CRM, but you feel it needs to make importing and exporting contacts into your phone. Zoomies tell me it is possible, but I don't find it 'intuitive.'

Return on Investment

  • ROI is great, but you need to think beyond a phone number.
  • Setting up is still the biggest hurdle; there are so many options
  • I used to avoid giving out my phone number, worried I would not be able to answer my mobile. Now I can get my call from any device.
  • Porting numbers is hard in the UK. Telcos like to pretend it does not exist, this puts people off if they need a new number and the cost of change

Usability

Alternatives Considered

RouteIQ for Zoho CRM and 3CX

Other Software Used

Camtasia, Canva, Adobe After Effects

Boosting Team Collaboration and Productivity With Zoom Workplace.

Incentivized
Khaoula Benhamouda
Team Lead in Marketing at LibertaCom (51-200 employees)

Use Cases and Deployment Scope

We have a hybrid workforce, and Zoom Workplace has been instrumental for team communication and collaboration. The tool integrates video meetings, email, phone, and chat features, promoting team engagement regardless of location. In addition, it makes virtual team brainstorming easy, and the tool has greatly boosted overall team productivity.

Pros

  • It offers amazing unified collaboration features, including Zoom whiteboard, Zoom team chat, and integrated mail and calendar.
  • Zoom is a great meeting solution, with features like smart recording, breakout rooms, and personalized video and audio, making it a functional business meeting tool.
  • It is equipped with amazing AI features that help summarize meetings, generate content, and provide quick catch-up, allowing one to ask AI questions without interrupting meetings.

Cons

  • The tool lacks automatic audio and video optimization options. Any adjustment has to be done manually.
  • Poor system resource management.

Return on Investment

  • With Zoom Workplace, we have greatly enhanced team collaboration.
  • The tool simplifies team communication.
  • The tool makes visual collaboration and brainstorming easy.
  • With proper communication/collaboration, teamwork is easy, and this boosts productivity.

Other Software Used

Microsoft 365, Google Vault, Zoho Sign

Effective Team Collaboration & Communication With Zoom Workplace

Incentivized
Ikhlas Landari
Senior Accountant in Finance and Accounting at Dot-IT (51-200 employees)

Use Cases and Deployment Scope

At our company, Zoom Workplace is deployed company-wide and it has immensely streamline our communications. It is AI powered and it combines meetings, phone, chat, whiteboard for smooth team collaboration. With the tool in place, our teams can work remotely and still collaborate effectively with the in-house team and this leads to maximum team productivity. Additional features that are very helpful to our business include screen sharing and AI generated summaries.

Pros

  • Zoom Workplace enhances team communications.
  • Offers collaboration features that makes teamwork easy.
  • It offers Whiteboard for smooth team brainstorming.
  • Summarization and content creation is easy.
  • Zoom Workplace allows customization.

Cons

  • Screen sharing sometimes lags as a result of poor bandwidth.
  • Sometimes with have experienced unauthorized users joining live meetings.

Return on Investment

  • Zoom Workplace ensures smooth communication/collaboration between teams thus creating a conducive work environment.
  • With the capabilities of Zoom Workplace, we have boosted team productivity.
  • The tool makes it possible to have a hybrid team which saves our business money.

Other Software Used

Acumatica, Zoho Forms, Google Workspace

Zoom Phone is excellent Cloud-Based VoIP

Incentivized
DAVE LYONS
IT DIrector in Information Technology at Texas Baptists (201-500 employees)

Use Cases and Deployment Scope

Zoom Phone was a great fit for us as our staff, mostly non-technical, was all-in on Zoom. We were able to go fully cloud-based with just a handful of handsets. It was easy to use personal cell phones as office phones. The price is competitive with other providers and it works very well for our staff, many of whom do not have offices but work throughout the state. We have had no issues with downtime, and when we've needed tech support for setting up features, Zoom Support has been responsive and very helpful. We recently renewed for another 3 years.

Pros

  • Call routing for main numbers without needing call center software
  • Transcription and emailing of voice mails
  • Full functionality on cell phones
  • Easy porting and implementation
  • Intuitive for staff to use

Cons

  • Call quality when there is not a good internet connection can be spotty
  • Looking up staff members seems to require one click more than I'd like

Return on Investment

  • Freed us from buying and managing servers for an on-prem system
  • Kept our staff in better touch
  • Provided those we serve with numerous ways to reach specific staff members

Alternatives Considered

8x8 X Series, RingCentral MVP, Vonage Business Communications and GoTo Connect

Other Software Used

Blackbaud Financial Edge NXT, eResource Scheduler, Google Workspace, Salesforce Sales Cloud

Zoom Phone Alternatives

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