Zoom Phone

Score9 out of 10

113 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

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

1 / 3

Hosted PBX
Hosted telephony infrastructure obviated the need for local PBX hardware
Category average: 7.9
Answering rules
Ability to enter rules to route calls to main number or other extensions in case of absence
Category average: 8.3
Call recording
Automatic recording of inbound and outbound calls
Category average: 8.4

Call reports
Historical call analysis and trending metrics
Category average: 8.1
User templates
Create and apply batch configurations to multiple users at once
Category average: 7.5
Directory of employee names
Voice directory of all employees for self-service dialing
Category average: 8.3

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.

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

Return on Investment

Cost savings for sure
Easy to see if callers are engaged
East for trainings

Verified User

Manager in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

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.