TrustRadius Insights for Zoom Phone are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Scheduling Abilities: Zoom Phone has been praised by users for its ability to organize and maintain meeting schedules. Users have especially highlighted the ability to pre-schedule meetings, allowing for seamless connections at meeting time.
User-Friendly Interface: Reviewers appreciate the user-friendly interface of the service, which makes it easy to navigate and manage calls without complex scripts, contributing to a positive user experience. The intuitive design allows users to quickly access features and settings with ease.
Customizable Call Flows: Users value the ability to configure call flows according to business needs and integrate with other phone systems seamlessly, highlighting the service's flexibility and adaptability. This customization empowers businesses to tailor their communication processes effectively.
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.
Likelihood to Recommend
A good choice for most. Maybe not the best fit for a situation that requires a large number of low volume extensions and phones like a hotel or hospital or dormitory.
We use Zoom Phone across our entire organization to support patient care, staff collaboration, and compliance needs. As a multi-site behavioral health provider, we rely on Zoom Phone's HIPAA-compliant platform for secure telehealth appointments, interdisciplinary team meetings, and daily communication between leadership and staff across different locations. Zoom Phone allows us to maintain consistent workflows and ensure our clients have reliable access to care, even when remote.
Pros
Team Chat
Telehealth
Cons
Zoom Phone
SMS texting
Email host lags
Calendar host lags
Tablet version needs improvement
Likelihood to Recommend
I would rate Zoom Phone a 9 out of 10 because it consistently provides reliability, HIPAA-compliant security, and ease of use across our organization. It is especially well suited for telehealth sessions, internal staff meetings across multiple sites, and supervision or training where screen sharing and recording are needed. For example, our clinical teams use Zoom Phone daily to connect with clients who may not have access to transportation, while leadership relies on it for cross-department planning and compliance meetings.
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
Likelihood to Recommend
We use Zoom Phone for business meetings with clients and potential clients to display our products. Zoom Phone works well for us to host webinars and use recording features to display those webinars on our website.
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.
Likelihood to Recommend
I think it works well for offices that have multiple locations. Being able to give each person and office their own extension makes it easier for colleagues to connect with each other, plus it's a costs savings for each of the offices.
We use Zoom as our primary meeting platform. We have anywhere from 5-6 meetings a day on average and we record around 10 hours of video a week. We store our Zoom recordings to reference them later which is done frequently. We also use Zoom as a primary calling method for external users outside of our organization. The calling is more of a secondary feature for us compared to the Zoom meeting feature which is a high priority app we use in the environment from low level users to the C suite.
Pros
The calling features work without issue
Cons
Extremely high failure rate for Zoom meetings. Zoom crashes when sharing your screen.
Customer service lacks response time and actual solutions to problems. Their main troubleshooting step/solution is to update the app and to update Windows
No one asked for file sharing or "Teams" like features in Zoom. So now Zoom is doing allot more that no one asked of it.
Likelihood to Recommend
I wouldn't recommend Zoom Phone. It doesn't do the one thing you need which is be able to share your screen during a meeting. The app is unreliable and the support is not great. If your only requirement is a voip phone service Zoom works, but having it as a meeting client for all your high priority meetings is not ideal.
VU
Verified User
Technician in Information Technology (11-50 employees)
We use Zoom Phone as a call center all-around program. We use the zoom phone, meetings, and team chat. This all is placed in one place and in one program. This brought down the amount of programs to run on each computer. We make multiple outbound and take multiple inbound calls. We communicate constantly with the team.
Pros
Tracks the path of a call
Gives live insight on the service level and queue status
Provides a "Hub" for all 3 programs from zoom in one place.
Cons
Access call recordings in Workplace
It freezes up when using it on a Mac computer
Inability to change the "from" in the zoom mail host
Likelihood to Recommend
It has a lot of great features for an affordable price. The feature of everything being in one place is really great. The texting from different numbers is also really good.
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
Likelihood to Recommend
Using Zoom Phone for calls via the app has been great. Finding the extras on the home page is less friendly.
At The Escape Game, Zoom Phone (specifically Zoom phone and meeting) is our central communication and platform across our IT and Support teams, supporting our stores at our nationwide locations. It helps us bridge the gap between our Nashville HQ and store-level managers at our 50+ locations. We use Zoom for video meetings and phone to streamline daily communication, host all General Manager leadership calls.
The main business problems Zoom addresses are consistency and reliability of communication, keeping store and corporate teams connected in real time. Its integrations with scheduling / booking calls helps us save time from back and forth emails, finding the perfect time all team members are available to meetings. The scope of our use case ranges from small team huddles, one-on-one check-ins, and interviews to company-wide monthly meetings.
Pros
Having our Phone system all in onc place. Call, Text, Voicemail. with live transcript
Zoom Meeting AI companion - taking notes, creating action items, and summarizing the meetings then email immediately afterwards
Scheduler - being able to send links to team members or vendors to book a time that works best for them that is linked and synced to my calendar.
Cons
Apple IOS Phone app seems to not always ring through and we use this alof for our operations.
Schedule - integration with Google Workspace Meetings would be helpful since we are a Google Workspace users and would be nice to book a quick google meeting for small tasks, native to our team members eco system.
Zoom Admin Management is really powerful but it seems like there's a lot of settings buried under different categories. Doesn't feel the most intuitive and search seems a little difficult sometimes..
Meeting audio Quality - Zoom uses some compression and echo which completely destroys when we try to do an all team meeting and run a soundboard into the session so that everybody has heard. I would like a way to completely turn off all those settings so that we have the raw sound transmitting to our team members.
Likelihood to Recommend
Price point is good, I've actually recommended it to a handful of peers as an alternative to other systems they are using. I think their system is pretty solid. Specifically, the phone system is one reason we switched to using Zoom Phone. Being able to get all the features included in the suite and be able to use a voice system across multiple platforms has been great for us. Having the AI summaries is a fantastic tool for interviews being able to focus on the conversation and not needing to take notes has been a fantastic way to leverage the system for us.
VU
Verified User
Manager in Information Technology (201-500 employees)
Zoom Workplace is used for individual team members who are expected to place and receive calls on behalf of the company. It resolves the need for physical phones for in office use and for users who opt to add the Zoom Workplace app on their phone they are able to place and receive calls without exposing personal numbers.
Pros
Ease of number assignment
User and license management
Large meetings
Cons
Creating Unattended Call Queues can be complicated
Auto Attendant answering options lead to segmentation of message at various steps
Being able to assign numbers and phone licenses prior to user activation would better streamline provisioning during onboarding of new employees
Likelihood to Recommend
In general adding users and licenses is a streamlined process even including Zoom Workplace Phone Basic. Phone management when needed is also easy to set up after a user has activated their account. The sticking point can be pre-provisioning for new employees. If it were possible to assign phone numbers prior to activation and onboarding it would save time during the onboarding process make the service easier to recommend.
VU
Verified User
Analyst in Information Technology (201-500 employees)
