Item: Zoom Phone
Rating: 9
Author: Brandon Svec

Overall Satisfaction with Zoom Phone

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 and Cons

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

Very good usability and has improved over time with updates. There may be a small group of users that find it complex. The most basic auto shop or small retail store for example may not be a great fit if the user is not open to some new technology. Certainly possible to just have one or two desk phones that just take and make calls, but may need to be set up by someone with voice/data knowledge to get started.

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

Full disclosure- I am a reseller of many voce and data services. I am familiar with and have at least trialed basically every voice service available. We choose to use Zoom Phone as our in house system, so that speaks for itself. There is still a small market for on premise systems that make sense for technical and financial reasons so it is not a guaranteed fit to replace every existing phone system, but close.

Key Insights

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

Other Software Used

QuickBooks Online, Email Tracking for Zendesk, Google Workspace

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.

Zoom Phone Feature Ratings

Comments

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