When I first heard of Zoom Phone, I wanted to see if it could really deliver on its promise of being a comprehensive business phone solution. With features like call routing, voicemail, and seamless integration with Zoom Meetings, it’s clear Zoom is positioning its VoIP service as a one-stop communication hub for businesses. But is it actually worth the investment, and does it hold up against other established VoIP systems?
In this guide, I’ll break down everything you need to know about Zoom Phone — from its desktop and mobile apps to its pricing and real customer feedback. While I didn’t get the chance to personally test Zoom Phone (due to there not being a free trial available), I’ve scoured the web for resources, reviews, and real opinions to see what people are saying, and gathered it all here.
I’ll cover its top features, potential drawbacks, and how it stacks up against the rest of Zoom’s ecosystem. In the end, you’ll be able to decide if it’s the right fit for your business.
Table of Contents
What is Zoom Phone?
Zoom Phone is a cloud-based VoIP phone system designed to streamline business communication within the Zoom ecosystem. It enables users to make and receive calls over the internet, replacing traditional phone lines with a more flexible, scalable solution. Whether you’re in the office, at home, or on the go, Zoom Phone lets you stay connected using your desktop, mobile device, or desk phone.
What sets Zoom Phone apart is its easy integration with other Zoom products, including Zoom Meetings and Zoom Team Chat. This means you can switch from a call to a video meeting or share files in a chat without leaving the platform. It’s particularly useful for businesses looking to unify communication channels, reduce costs, and maintain a consistent user experience across all devices.
Zoom Phone Review: Based on Features, Feedback, and Facts
Unfortunately, I wasn’t able to create an honest review of Zoom Phone because there was no free trial or plan available for me to try. However, I’ve had my research hat on and I’ve gathered feedback from real-world users to still provide a researcher’s review.
In general, Zoom Phone is thought to be an excellent VoIP solution for businesses that are already deep in the Zoom ecosystem. Performance-wise, it delivers reliable call quality with minimal dropouts, thanks to Zoom’s established global infrastructure. The interface is intuitive, mirroring the familiar layout of Zoom Meetings, which makes it easy for teams to get up and running quickly. However, some users did notice that call quality can dip during peak hours, especially if your internet connection isn’t rock solid.
What seems to impress people most is how easily Zoom Phone integrates with other Zoom products. Switching from a voice call to a video meeting or chat is practically effortless, making it a great fit for hybrid and remote work setups. Features like call recording, voicemail transcription, and CRM integration add serious value for sales and support teams, but they also come at an additional cost. While the basic plan is reasonably priced, adding advanced features or international calling can quickly drive up the bill, especially for larger teams.
Overall, I think Zoom Phone is a solid option for businesses looking to unify their communications under one roof — though it’s not without its drawbacks. That said, Zoom as a company has not had the best history when it comes to user privacy.
In 2023, they were subject to a huge scandal when it was revealed that their AI was being trained on users’ calls. Zoom has since rescinded this as 74% of users were against it and 78.1% immediately lost trust in the company. But the message was clear: Zoom would’ve happily breached your privacy if it could’ve gotten away with it.
It was only two years earlier, in 2021, that Zoom was forced to pay an $85 million settlement over user privacy and hacker ‘Zoombombing’. It had shared customer data illegally with Google, Facebook, and LinkedIn, allowing hackers to join random people’s calls — including business calls, without an invite.
In short, while Zoom Phone works well, it’s long been known that Zoom the company has questionable ethics when it comes to keeping user data safe.
But what do regular users have to say about Zoom Phone? Let’s dive into their experiences and see how it holds up on a day-to-day basis.
What Do Customers Say About Zoom Phone?
As I couldn’t provide an honest review of Zoom phone myself, I analyzed dozens of user reviews, mostly from G2 and Capterra, to understand how businesses experience Zoom Phone in real-world scenarios. On G2, Zoom Phone holds an impressive 4.5 out of 5 stars based on 420 reviews, while on Capterra, it also scores 4.5 out of 5 from 228 reviews.
Users frequently praise Zoom Phone for its no-nonsense integration with the broader Zoom ecosystem. Many appreciate the convenience of managing calls, video meetings, and chats within a single platform. The call quality is often highlighted as excellent, with minimal disruptions, making it suitable for both office and remote work environments. Features like voicemail transcription and call recording are also noted for enhancing productivity.
However, some users have pointed out areas for improvement. A few have experienced occasional call drops or lag, particularly in areas with unstable internet connections. Others mention that the interface can be complex for new users, requiring a learning curve to navigate all features effectively. Additionally, while the basic plan is competitively priced, costs can increase with the addition of advanced features or international calling options.
Overall, the majority of users find Zoom Phone to be a reliable and efficient communication tool, especially for businesses already utilizing Zoom’s suite of services. Its integration capabilities and feature set make it a strong contender in the VoIP market, despite some noted drawbacks.
Zoom Phone is also used by big brands like ebay who call it “incredibly valuable when it comes to keeping [their] teams connected.” But let’s take a closer look at a few specific reviews from smaller organizations:
1. Destiny E. Human Resources
Destiny E. switched her team from Microsoft Teams to Zoom Phone and doesn’t regret it. Not only was it more easily accessible for most of the employees, she also praised it for being able to utilize it anywhere that her team had phone service. Despite the 5 stars, she did point out that Zoom Phone is a big battery drainer and can be difficult to manage at first as it has an overwhelming amount of features.
2. Gary W. Director of Operations and Information Technology
Gary W. is of the belief that Zoom’s support has been in free-fall since the pandemic. While he admits it works 99% of the time, and reserves special praise for Zoom Phone’s functionality, he suggests that Zoom’s AI companion is “half-baked” and goes on to refer to Zoom’s support as a “nightmare”. Not only does he claim the billing is purposely difficult to change, he says he’s passed back and forth between chatbots and reps that put him on hold indefinitely, leading him to search for Zoom alternatives. Not ideal.
3. Eric. K. Director
Eric. K claims to be satisfied with Zoom overall, but with the exception of Zoom Phone, which he claims is “the worst”. According to Eric, no matter how good the internet environment is, Zoom Phone often disconnects or is unclear. To make matters worse, he chose Zoom over its competitors purely because of Zoom Phone’s functionality. Now he is considering cancelling the service.
How Does Zoom Phone Work for Desktop?
The desktop version of Zoom Phone is designed to provide a fully integrated communication hub for businesses. It allows users to make and receive calls, access voicemail, and manage call settings directly from their computer, creating a simplified workflow within the Zoom platform. The user interface is consistent with other Zoom products, making it easy for existing Zoom users to navigate without a steep learning curve. Key features include call forwarding, call transfer, call recording, and voicemail transcription, all accessible through a single, unified dashboard.
Zoom Phone for desktop is compatible with both Windows and macOS, ensuring that teams can use the software regardless of their preferred operating system. The app syncs automatically with Zoom Meetings and Zoom Team Chat, allowing users to switch between communication modes with ease. For example, a sales rep can escalate a phone call to a video meeting with one click, or a customer support agent can share a screen to resolve a technical issue without leaving the platform. Just make sure you’ve tested your Zoom setup beforehand.
For office-based customer support teams, the desktop version is particularly valuable. Agents can handle multiple calls, monitor call queues, and access CRM system integrations without switching devices. Additionally, supervisors can monitor ongoing calls, provide live coaching through call whispering, and review call recordings for training purposes. Whether it’s managing customer inquiries, conducting sales calls, or collaborating internally, Zoom Phone’s desktop app is built to keep communication centralized and efficient.
How Does Zoom Phone Work on Mobile?
The Zoom Phone mobile app extends the platform’s functionality to iOS and Android devices, enabling users to stay connected while on the move. The mobile app mirrors much of the desktop version’s functionality, allowing users to make and receive calls, check voicemail, and manage call settings directly from their smartphone. Advanced features like call forwarding, call transfer, and voicemail transcription are also included, providing a consistent user experience across devices.
One of the standout benefits of the mobile app is its flexibility for remote work and mobile teams. Sales reps can take business calls from anywhere, customer support agents can resolve issues on the go, and remote workers can maintain a professional presence without being tethered to a desk. Additionally, the app supports SMS and MMS messaging, making it easy to communicate with colleagues and clients through text as well as voice.
A key advantage of Zoom Phone is its seamless device switching. Users can start a call on their desktop and transfer it to their mobile app without any interruptions — perfect for those who need to step away from their workstation mid-call. This lets you record your Zoom call easily too. Similarly, calls can be moved from mobile to desktop with a single click, ensuring that conversations remain fluid regardless of location. This level of mobility makes Zoom Phone a powerful tool for businesses prioritizing hybrid and remote work setups.
What Are Zoom Phone’s Key Features?
Zoom Phone comes packed with a comprehensive set of features designed to streamline business communication and keep teams connected. Here are some of the key capabilities:
Call Routing: Automatically direct incoming calls to specific users, departments, or devices based on customized rules. This is ideal for managing high call volumes and ensuring that customers reach the right person quickly.
Voicemail with Transcription: Access voicemail messages directly through the app and receive text transcriptions for quick review. Users can also forward voicemails via email or share them with colleagues.
Call Recording: Record calls for training, compliance, or quality assurance. Recordings are accessible through the user dashboard and can be shared or stored for future reference.
SMS and MMS Messaging: Send text and multimedia messages to contacts using a business phone number, keeping personal and work communications separate.
Call Transfer and Forwarding: Seamlessly transfer calls to other users or devices without disrupting the conversation. This includes options for blind transfers, warm transfers, and voicemail transfers.
Beyond the basics, Zoom Phone also offers several advanced features:
Auto Attendants: Create automated greetings and call routing menus to handle incoming calls efficiently. This is especially useful for customer service teams and support lines.
Call Queues: Manage call queues for departments or teams, allowing supervisors to monitor wait times, reassign calls, and ensure that high-priority calls are handled promptly.
CRM Integration: Sync Zoom Phone with CRM systems like Salesforce to log calls, track customer interactions, and access contact information in real time.
Analytics and Reporting: Access detailed call analytics to track call volume, response times, and agent performance. This data can help identify areas for improvement and optimize workflows.
What sets Zoom Phone apart is its integration with other Zoom products. Users can easily switch between calls, video meetings, and chat without leaving the platform. For example, a phone call can be escalated to a video conference with a single click, or a chat conversation can be turned into a voice call instantly. This level of integration makes Zoom Phone an all-in-one communication hub for businesses that are already using Zoom for meetings and collaboration.
However, for those new to Zoom, it may not be the best option on the market. There are plenty of more comprehensive VoIP tools that don’t require extensive Zoom knowledge like Cloudtalk, Aircall, or Dialpad.
What Are the Main Benefits of Zoom Phone?
Zoom Phone offers several key benefits for businesses looking to streamline communication and enhance collaboration. First and foremost, it centralizes voice, video, and messaging within a single platform, reducing the need for multiple communication tools. This integration allows teams to switch seamlessly between calls, video meetings, and chat, making it easier to keep conversations flowing without interruptions or missed messages. For remote and hybrid teams, this unified approach simplifies communication and helps maintain consistent workflows regardless of location.
Scalability is another major advantage. Zoom Phone is designed to grow with your business, whether you’re a small startup or a global enterprise. Its cloud-based infrastructure means businesses can add new lines, users, and features without investing in costly hardware. Additionally, it supports international calling plans, making it suitable for companies with distributed teams or global clients. The platform’s advanced call management features, such as auto attendants and call queues, also enable businesses to handle high call volumes efficiently.
To summarize the main benefits:
Unified platform for voice, video, and messaging that simplifies communication workflows. This is great if you already use Zoom, but may be a hurdle with a learning curve if you’re switching from another platform.
Seamless switching between calls, meetings, and chat, ideal for remote and hybrid teams.
Scalable cloud infrastructure that grows with your business without extra hardware costs.
Supports international calling and distributed teams globally.
Advanced call management features like auto attendants and call queues improve handling of high call volumes.
Tight integration with Zoom Meetings and chat, allowing quick escalation and easy access to voicemail and messages.
What Are the Drawbacks of Zoom Phone?
While Zoom Phone offers a strong set of features, it does have some notable drawbacks. One common concern is pricing. Although the basic plan is competitively priced, costs can rise quickly when adding advanced features like call recording, CRM integration, or international calling. For smaller businesses or those with low call volumes, these extra expenses might outweigh the benefits compared to more affordable VoIP alternatives.
Another issue is network dependency. Because Zoom Phone is fully cloud-based, call quality depends heavily on stable internet connections. Users in areas with poor or inconsistent connectivity may face call drops, latency, or poor audio quality—problems that can interrupt important business communications. Some users have also reported occasional lag during peak times, especially when multiple Zoom services are used simultaneously.
Customer support is a mixed experience. While the platform itself is generally user-friendly, resolving technical problems with Zoom’s support team can be inconsistent. Lower-tier plans may have longer wait times, and complex issues sometimes require multiple support interactions to fix. For businesses needing quick and reliable support, this can be a significant downside.
To summarize the main drawbacks:
Pricing can increase substantially with add-ons like enhanced call queue insights, additional numbers, and international calling.
Call quality is dependent on internet stability, which can cause issues in areas with poor connectivity.
Occasional lag during peak usage when multiple Zoom services run concurrently.
Customer support response times can be slow or inconsistent, especially on lower-tier plans.
- It’s best for Zoom natives as everything works in one unified platform. While this is a benefit if your team already uses Zoom, it can be a hindrance to switch.
Zoom Phone vs Zoom Meetings
At first glance, Zoom Phone and Zoom Meetings may seem like similar products, but they serve distinct purposes. Zoom Meetings is primarily a video conferencing tool designed for virtual meetings, webinars, and screen sharing. It’s ideal for face-to-face communication, team collaboration, and online presentations. On the other hand, Zoom Phone is a cloud-based VoIP phone system that focuses on voice calls, voicemail, and SMS messaging, effectively replacing traditional phone lines with internet-based calling.
For businesses that rely heavily on client communication and customer support, Zoom Phone is the preferred choice. It provides advanced call management features like call routing, auto attendants, and call queues, which are essential for handling high call volumes and maintaining structured communication workflows. Additionally, features like voicemail transcription and call recording make it a powerful tool for sales and support teams that need to keep detailed records of conversations.
However, for internal meetings, team check-ins, and video conferencing, Zoom Meetings remains the go-to option. It offers features like screen sharing, breakout rooms, and webinar capabilities that Zoom Phone does not provide. Not only that, but you can record and transcribe your calls with Zoom’s AI Companion. However, as mentioned earlier by one astute user, Zoom’s AI Companion is “half-baked” (their words, not mine). A much better option would be to record your Zoom video calls with an external software like tl;dv.
tl;dv joins your Zoom call, records, transcribes, and summarizes it on your behalf, then provides you with detailed notes in a format of your choosing. It enables you to automatically sync your notes with your CRM systems, even filling out the exact fields you need without you or your sales reps having to lift a finger. It provides speaker analytics, AI coaching, objection handling tips, multi-meeting memory and insights, and even scheduled reports on any topic of your choosing. In short, it’s an essential add-on to turbocharge your Zoom calls. And the best thing? You can get started absolutely free!
Where Zoom Phone and Zoom Meetings really shine is in their compatibility with each other. Users can start a phone call on Zoom Phone and escalate it to a video meeting on Zoom Meetings with a single click. This fluid transition between voice and video makes it easy for teams to adapt communication methods based on the nature of the conversation. For businesses already embedded in the Zoom ecosystem, combining both products can centralize communication under one platform, simplifying workflows and reducing app fatigue.
| Feature / Aspect | Zoom Phone | Zoom Meetings |
|---|---|---|
| Primary Function | Cloud-based phone system for voice calling | Video conferencing and virtual meetings |
| Communication Types | Voice calls, voicemail, SMS, call forwarding | Video calls, audio calls, chat, webinars |
| Platform Focus | Phone system replacing traditional business phones | Video communication and collaboration |
| Integration | Integrates with Zoom Meetings and chat | Integrates with Zoom Phone and Zoom Chat |
| Use Cases | Business phone lines, call centers, remote calling | Team meetings, webinars, virtual events |
| Call Management | Auto attendants, call queues, call recording | Meeting controls, breakout rooms, screen sharing |
| Device Compatibility | Desktop and mobile apps for calls | Desktop, mobile, browser-based meetings |
| Pricing | Separate subscription plans and add-ons | Tiered plans based on meeting features |
| Switching Between Modes | Can escalate calls to video meetings with one click | Can start or join phone calls via Zoom Phone integration |
| Best For | Businesses needing a full phone system with voice and call features | Teams needing video meetings and real-time collaboration |
Zoom Phone Pricing: How Much Does It Cost?
Zoom Phone offers flexible pricing plans to accommodate businesses of various sizes and needs. The price varies depending on which region of the world you need it for, but for US & Canada Calling, it starts at $15 per user per month for unlimited calls.
The Pro Plus plan bundles the country plan and Zoom Workplace Pro into one neat package for $18.32 per user per month. For those requiring additional features, including Zoom Workplace Business, the Business Plus plan is available at $22.49 per user per month.
For extensive phone capabilities, you’ll need to purchase one or more of the add-ons.
The Zoom Phone Power Pack promises to enhance call queue analytics and historical insights for call center teams for $25 per month. Meanwhile, the Additional Phone Numbers add-on provides additional local, toll-free, or international premium numbers, starting at $5 per month. Finally, the International Calling add-on allows for unlimited international calls to more than 15 countries and regions for $10 per month.
When compared to other VoIP services, Zoom Phone’s pricing is competitive. For example, RingCentral’s plans start at $19.99 per user per month, and GoTo Connect offers plans beginning at $24 per user per month. This makes Zoom Phone an attractive option for businesses seeking a balance between cost and functionality, especially those already utilizing Zoom’s suite of communication tools.
Is Zoom Phone the Right Choice for Your Business?
Zoom Phone is a well-made VoIP solution that leverages Zoom’s existing communication infrastructure to provide businesses with a unified platform for calls, messaging, and meetings. Its seamless integration with Zoom Meetings and Zoom Team Chat makes it a natural fit for companies already using Zoom’s ecosystem, while features like call routing, voicemail transcription, and CRM integration enhance productivity for sales and support teams.
That said, Zoom Phone isn’t without its drawbacks. Pricing can escalate with advanced features and international calling, and call quality is heavily dependent on internet stability. Customer support also receives mixed reviews, particularly for lower-tier plans, and Zoom’s user privacy does not have the best reputation.
Overall, Zoom Phone is a strong choice for businesses seeking to centralize communication under one platform — but those with specific VoIP needs or tighter budgets may want to compare it against other providers to ensure the best fit.
FAQs About Zoom Phone
What is Zoom Phone?
Zoom Phone is a cloud-based VoIP system that enables businesses to make and receive calls over the internet. It integrates seamlessly with Zoom Meetings and Zoom Team Chat, allowing for unified communication across voice, video, and messaging.
How much does Zoom Phone cost?
Pricing starts at $15 per user per month for US & Canada Calling, $18.32 for Pro Plus, and $22.49 for Business Plus.
You should also be aware of Zoom Phone’s add-ons that can bump the price up even more:
- Zoom Phone Power Pack: $25 per month.
- Additional Phone Numbers: From $5 per month.
- International Calling: $10 per month.
Is Zoom Phone available for mobile?
Yes, Zoom Phone has a mobile app available for both iOS and Android. It includes features like call forwarding, voicemail, SMS, and the ability to switch calls between desktop and mobile seamlessly.
Can I use Zoom Phone with existing Zoom Meetings accounts?
Yes, Zoom Phone is fully integrated with other Zoom products, including Zoom Meetings and Zoom Team Chat. You can switch from a phone call to a video meeting with a single click.
You do, however, require a separate subscription.
Does Zoom Phone support international calling?
Yes, international calling is supported, but it may incur additional costs depending on the destination. The International Calling add-on offers calls to more than 15 countries and regions.
What industries benefit most from Zoom Phone?
Zoom Phone is particularly effective for customer service teams, sales departments, remote work setups, and businesses with international operations. Its CRM integration and call management features are also valuable for support centers and sales teams.
How reliable is Zoom Phone’s call quality?
Zoom Phone generally delivers high call quality, but performance can be impacted by internet stability. Users in areas with poor connectivity may experience occasional call drops or latency.
