Zoom Phone

Score8.2 out of 10

134 Reviews and Ratings

What is Zoom Phone?

Built on Zoom's platform, Zoom's cloud phone consolidates business communication and collaboration into a single system. Available in 40+ countries, with expandable coverage through a bring-your-own-carrier offering, Zoom Phone supports inbound and outbound calling through the public switched telephone network (PSTN).

Features:

Post call summary & next steps

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

Voicemail task extraction

Tasks can be extracted from voicemails to speed getting caught up and understanding the next steps, without going through every voicemail.

Voicemail prioritization

Prioritizes urgent voicemails to help organize the work day.

Team SMS summary thread

Provides a concise overview of Team SMS threads in PowerPack so users can quickly catch up after time away from the phone.

Categories & Use Cases

Media

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

Screenshot of Zoom's integrated workflows

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

Video screen sharing
Users are able to share their screens with other meeting participants on video conference calls.
Category average: 7.6
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: 8.6
Call recording
Automatic recording of inbound and outbound calls
Category average: 7.8

Multi-level Interactive Voice Response (IVR)
IVR is a phone menu allowing callers to interact with the system through voice and keypad
Category average: 7.4
Message alerts
Receive SMS and email message notifications for voice and fax messages
Category average: 8.1
Directory of employee names
Voice directory of all employees for self-service dialing
Category average: 8.2

DAVE LYONS

IT DIrector in Information Technology at Texas Baptists (201-500 employees 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

Abigail Blosser

Information Technology Specialist at West Virginia Conference of the United Methodist Church (11-50 employees employees)

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

Brandon Svec View profile

Partner in Information Technology at Team One Solutions (1-10 employees employees)

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

Koby Emeline

Service desk analyst in Information Technology at Shared Assessments (11-50 employees employees)

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

Heidi Russell

Client Service Manager in Finance and Accounting at MFG Financial Advisors (11-50 employees employees)

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.