We switched to Zoom and haven't looked back!
April 02, 2020

We switched to Zoom and haven't looked back!

Jonathan Tanis | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zoom Phone

We currently use Zoom Phones for all 40 of our employees across all departments. We chose Zoom Phones after leaving RingCentral because of the reliability we've noticed with Zoom Meetings, the cost savings compared to RingCentral, and the integration with Salesforce that has worked well. I prefer to go with reliable cloud-based solutions that are full of features and flexibility and look for ease of setup, provisioning and administration as a small business.
  • Ease of Use
  • Ease of Management
  • Reliability (except for that first week of COVID panic!)
  • Phone routing features and flexibility
  • IT Integrations and Automations
  • Voicemail handling for queues and groups can't have their own shared voicemail box.
  • They recently starting limiting how many greetings you can have per user, so you have to do some annoying workarounds by setting up additional users to accomplish it when you have a number of ACD.
  • Does not yet support texting.
  • I wish they had built in text to speech to quickly build new greetings or phone tree options when needed.
  • You can't just assign a phone number to a call queue or group. You have to use a specific user. Fortunately, the cost is reasonable per user so its not a big problem, but annoying none-the-less.
  • The Salesforce integration could be better, I hope they improve it. For example, voicemails and call logs don't show up in the native lightning case feed, but as tasks.
  • When callers call, I wish it would pop up how they called and what tree they went through. So we could see what number they called into and perhaps what menu options they used.
  • I'd love to be able to ask them questions to gather info for reps answering phones when appropriate.
  • We saved about 30% from RingCentral by switching to Zoom Phones.
  • Salesforce Integration has helped reps get info quicker on our callers.
  • IT Management is easy.
  • SSO with G Suite makes me more comfortable with security.
RingCentral and Zoom are very similar, and I am a fan of both. We ended up choosing Zoom because of how much we liked them for their Zoom Meetings product we've used for years now. It just always worked compared to WebEx, Gotomeeting, Fuze, Skype, Teams, etc. So reliability was the first choice. Talkdesk was not reliable for us when we used them briefly. We used a couple of other services for on-site PBX, hybrid cloud/hosted PBX, and tried Zendesk Talk. The on-site ones required on-site devices, and we wanted a cloud-based solution to help our remote workers and avoid complexities for IT. Verizon was strongly considered to just get everyone cell phones, but we didn't think our users would like having two cell phones and it didn't feel like a great experience for our office staff.

Finally, we wanted Salesforce integration, and we would have had to upgrade our RingCentral service to do it. So I figured I might as well try out Zoom, which had a free trial and month-to-month contract. I haven't looked back since.

We've had to reach out from time to time for various questions, and they respond quickly.

Do you think Zoom Phone delivers good value for the price?

Yes

Are you happy with Zoom Phone's feature set?

Yes

Did Zoom Phone live up to sales and marketing promises?

Yes

Did implementation of Zoom Phone go as expected?

Yes

Would you buy Zoom Phone again?

Yes

I think Zoom Phone falls a bit short as Call Center software, but overall, its the most reliable and best value of all the phone systems I've tried so far and I've tested, used and researched many. It really is easy to manage, and users have no trouble using it immediately with our G Suite SSO, so provisioning and rollout to new hires go so well. The only time we had trouble with our phones was during a rough week during March 2020 during the COVID panic.

Zoom Phone Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
10
User templates
10
Call reports
9
Answering rules
10
Call recording
10
Call park
10
Call screening
10
Message alerts
10
Video conferencing
10
Audio conferencing
10
Video screen sharing
10
Instant messaging
10
Mobile app for iOS
10
Mobile app for Android
10