Zoom Phone Review 2023: Features, Pros, Cons and More

Zoom Phone, the cloud-based VoIP solution from the renowned video conferencing platform, is the focus of this review. Our research positions it as an excellent value choice, especially with its starting price of $10 per user per month, making it a competitive option compared to industry leaders like RingCentral and Vonage.

While Zoom Phone doesn’t claim the top spot among VoIP providers due to notable security concerns and customer support offerings below industry averages, it stands out as a strong contender, particularly for those prioritising cost-effectiveness.

You can explore our Zoom pricing guide for a detailed comparison of Zoom’s pricing against other leading VoIP providers. This guide includes direct cost comparisons featuring our top three picks in the VoIP market.

What is a Zoom phone?

Before delving into our Zoom Phone review, it’s crucial to clarify that this article focuses specifically on Zoom’s VoIP/Softphone offering, also known as Zoom Phone. This evaluation does not encompass the company’s widely recognised video conferencing software, which secured a substantial 48.7% market share in 2021. Zoom’s video conferencing software gained universal prominence during and post-pandemic, particularly as remote work became a standard practice for many businesses.

Zoom Phone, a relatively newer product from Zoom, has swiftly emerged as one of the top offerings in the market. In our last round of VoIP research, it claimed the third position out of 12 providers. Zoom has streamlined its Meetings, Team Chat, Whiteboard, and VoIP phone products into a unified set of Zoom One plans. This integration allows users to access Zoom’s premier products in a single package. However, it’s essential to highlight that Zoom Phone is exclusively available with the Zoom One Business Plus and Enterprise plans, with the latter offering a comprehensive PBX feature. Alternatively, users can opt for a standalone Zoom Phone product, a more cost-effective choice we’ll thoroughly explore in this article.

Zoom Phone offers three pricing plans:

• The Metered plan is priced at $10 per user per month

• The Unlimited plan at $15 per user per month

• The Select plan at $20 per user per month

Zoom’s Metered plan stands out as one of the most cost-effective VoIP provider plans we assessed, sharing the spot with Google Voice. It’s interesting to observe that these two providers, while both competitively priced, differ significantly in their strengths and weaknesses. Google Voice excels in security with a perfect score of 5/5 but falls short in other areas, resulting in an overall score of 3.4/5. On the other hand, Zoom Phone, despite its lower security score of 2/5, performs well in customer satisfaction and broad feature offerings, particularly when compared to providers like MagicJack.

For users seeking a more comprehensive package that includes Zoom Phone along with Meetings, Team Chat, and additional video conferencing features, there are two options: the Zoom One Business Plus plan, priced at $25 per user per month, and the Zoom One Enterprise plan, which currently lacks publicly available pricing information.

Zoom phone features.

Regarding features, Zoom Phone provides a comprehensive set of inbound and outbound communication functionalities, accompanied by several valuable integrations. However, it falls slightly behind some competitors in terms of security. Here are the key features:

1. Inbound Communication Features:

• Voicemail

• Virtual receptionist

• Spam prevention

• Call queue

• Customisable hold music

2. Outbound Communication Features:

• External video calling (Zoom Meeting subscription required)

• Set Caller ID

• Call Conferencing

3. Conversation Features:

• Call forwarding

• Call flip

• Call Whisper

• Call barge

Remarkably, Zoom Phone includes call whisper and call flip on all its plans, which is uncommon, especially for an affordable VoIP provider. Some competitors, such as 8×8 and RingCentral, do not offer call whisper or call flip on their initial plans. Net2Phone, another tested VoIP provider, does not provide these features.

While Zoom Phone lacks collaboration features, it offers video conferencing with Zoom Meeting and a team messaging function. However, it must include certain security features other vendors provide, such as multi-factor authentication and enforceable password rules. Given Zoom’s history of security issues, one might expect more robust measures.

Zoom Phone received a feature score of 4.2/5, indicating a solid feature set compared to the systems evaluated in the research. If you’re considering Zoom and want to ensure it aligns with your requirements and budget, you can complete a brief survey to match the right plan.

Zoom integrations

Zoom Phone integrates with various software solutions, enhancing its appeal for users already utilising these platforms. Some notable integrations include:

1. Salesforce CRM

2. Zendesk Helpdesk CRM

3. Zoom video conferencing service

4. Gmail

5. Microsoft Outlook

6. Google Workspace

While these integrations cover widely used software solutions, the research indicates that Zoom scored 3.7/5 for external connections. This score is slightly lower than competitors like 8×8 (4.2/5) and RingCentral (4.3/5). RingCentral, in particular, boasts an extensive array of integrations, including 96 CRM-related integrations, at least 57 analytics integrations, and external live chat options such as WhatsApp and Facebook. However, it’s essential to note that RingCentral’s pricing plans may not be as budget-friendly as Zoom’s.

If you are considering Zoom and want to ensure seamless integration with your existing software ecosystem, assessing the compatibility of specific integrations based on your business needs is advisable.

Zoom Phone: Staying Ahead Through Continuous Improvement

Recent Updates:

Since our last update, Zoom Phone has undergone notable enhancements to provide users an even better experience. The platform is committed to refining its features, security, and overall functionality based on valuable user feedback. These updates ensure that Zoom Phone evolves to meet the dynamic needs of businesses.

October 2023 Update Highlights:

In the October 2023 update, Zoom Phone introduced significant improvements:

• Advanced Voicemail Encryption: Ensuring enhanced security for voicemails through advanced encryption.

• Concurrent Calls for Devices: Devices with many lines can now handle concurrent calls more efficiently.

• SMS Message Opt-In/Out: Users can choose whether to opt in or out of SMS messages.

Stay tuned for more innovations as Zoom Phone continues its commitment to delivering a cutting-edge communication platform.

Navigating Support with Zoom Phone: A Comprehensive Overview

Customer Support Rating: 3.3/5

Regarding customer support, Zoom Phone offers a range of options, earning an overall respectable rating of 3.3 out of 5. It’s crucial to note that some of Zoom’s customer support features come at an additional cost.

Support Channels:

• User Forum: Engage with the user community and access a wealth of shared knowledge on the forum.

• Knowledge Base: Explore an extensive online knowledge base for self-help and troubleshooting.

Additional Support (Paid):

While Zoom provides a user forum and knowledge base for free, specific support channels come with an extra cost:

• Live Chat

• Email Support

• Phone Support

Onboarding Support:

It’s important to highlight that Zoom’s plans do not include onboarding support.

Comparatively, providers like 8×8 and RingCentral stand out with a perfect 5/5 for customer support. For personalised assistance and to determine the best fit for your business, consider exploring free quotes from these providers and Zoom.

When choosing a VoIP provider, aligning the platform’s features with your business needs is crucial. Explore each alternative to determine the best fit for your requirements and budget constraints.

Is Zoom Phone the Right Fit for Your Business? A Comprehensive Review

Before diving into Zoom Phone, assessing whether it aligns with your business requirements is crucial. This review aims to provide clarity on Zoom Phone’s suitability, considering both its strengths and limitations:

1. Affordable VoIP Solution:

• Zoom Phone is a cost-effective choice, with a monthly starting price of $10 per user.

2. Comprehensive Communication Hub:

• The platform offers an all-in-one communication hub, encompassing Phone, Meetings, Whiteboard, Webinar, and Contact Center functionalities.

3. Integration Capabilities:

• While Zoom Phone integrates with significant services like Salesforce, Zendesk, and Microsoft Teams, its integration options are relatively limited.

4. Customer Service Considerations:

• Zoom Phone provides mid-tier customer service. However, it needs onboarding support, and email support incurs an additional cost.

5. Security Concerns:

• Security is a potential drawback, with Zoom Phone needing features like multi-factor authentication, password rules, and robust user permissions.

In conclusion, Zoom Phone presents a solid option, particularly for businesses operating on a tight budget. However, its affordability comes with certain limitations that may impact specific business needs. Before committing to Zoom Phone’s monthly or yearly contracts, carefully assess your business requirements to ensure they fit.