What Is Zoom Phone?
Zoom Video Communications launched its voice-over-internet-protocol (VoIP) service in January 2019. Dubbed Zoom Phone, the service grew in popularity, amassing more than 4 million seats by late 2022. Unlike Meetings, which focuses on video conferencing, Phone provides businesses with a professional phone system and number.
Zoom Phone standard service includes:
- A U.S. or Canada-based number
- Toll-free numbers
- Extension to extension inbound and outbound calling
- HD call quality
- Domestic SMS and MMS
- Voice mail with transcription
- Call recording
- Unlimited auto attendants/interactive voice response (IVR)
- Utilize call whisper, monitor, barge or takeover
- Apps for desktop and mobile devices
You must upgrade from the US & Canada Metered plan to the US & Canada Unlimited plan to make non-metered domestic calls. Zoom Phone’s Unlimited plan also allows for international calling, but only as an add-on; you must choose the Global Select subscription to get limitless local calling in a country outside the U.S. and Canada. Zoom Phone’s pricing and features are why we recommend it as one of the Best VoIP Services.
How Zoom Phone Works
Zoom Phone lets you send and receive calls using the internet. As such, an internet connection is essential for the service to function. It provides a phone number to your customers and a professional phone system with customizable greetings and options.
The VoIP product also links with Zoom’s video, chat, contact center and other tools to better function as part of an all-in-one communications hub. As such, the app you will use for Zoom Phone service already includes access to various UCaaS features.
Featured Partners
1
RingCentral
$20 per user, per month (paid annually)
Yes
Yes
2
Zoom Phone
Starts at $10 per user, per month
Yes
Yes
3
Nextiva
$18.95 per user, per month
Yes
Yes
Is Zoom Phone Right for Me?
Though Zoom Phone has many benefits, it may not be the best VoIP solution for your business. There are cloud communication services that could be a better fit.
Zoom Phone Is Best For:
- Affordable monthly and annual plans: With a starting price of $10 per month per user, Zoom Phone is a cost-effective VoIP product for most small businesses.
- Quick purchase and easy setup: You can quickly purchase whichever plan and add-ons meet your company’s needs and start using Zoom’s app immediately.
- An all-in-one communications hub: Pair Zoom Phone with the brand’s chat, video and other contact tools to have a single point of communication and collaboration.
- Integrating with popular apps: Zoom Phone integrates with Google Workspace, Microsoft Teams, Slack, Salesforce and dozens of other useful apps.
- Using contact center features without added cost: Your standard plan includes IVR, automatic call distribution groups (ACD), and lets managers barge, whisper or takeover calls. Some competitors would require upgrades or a separate add-on purchase to access these features.
Zoom Phone Is Not Recommended For:
- Outbound calling without upgrade: While the US & Canada Metered plan is the most affordable option, it does not allow outbound calls. You must purchase “Pay as You Go” credit to make outbound calls.
- Complete access to customer support: Zoom Phone’s customer service is somewhat lacking, with live support access reserved for the most premium licenses. You must spend at least $50 per month to qualify for live chat, and at least $200 for live phone support or to meet with an agent over video.
Additionally, while Zoom Phone is for businesses primarily operating in the United States and Canada, equivalent service options are available for the United Kingdom and Ireland or Australia and New Zealand. However, you must upgrade to Global Select and buy add-ons for a genuinely worldwide phone system.
What Sets Zoom Phone Apart
Zoom Phone allows you to start on a voice call and choose to switch to a video meeting; this kind of flexibility speaks to the modern nature of cloud communication. Moreover, we found it the most affordable option for small businesses, second behind Google Voice. As such, it stands apart as a cost-friendly VoIP option for smaller companies.
One other way that Zoom Phone stands apart is in the tiered nature of its customer support. Non-premium users of Zoom are primarily on their own, needing to navigate help pages and forums. Ultimately, you must spend a minimum amount every month to receive reasonably useful customer service. This approach to customer service can lead to a gap in customer satisfaction, especially when competitors offer 24/7 support for no added cost.
Zoom Phone Features
Ease of Use
We found Zoom Phone very easy to use and understand. One can quickly download the product after signing up and setting up a unique phone system almost immediately. With a qualifying license, you will find it easy to send and receive calls.
Hardware as a Service
Zoom provides “hardware as a service” to businesses, allowing them a complete phone solution without worrying about expensive upfront pricing. Equipment includes desk phones, cordless phones, conference phones and adapters from the Yealink and Poly brands. Phones are available for lease starting as low as $3.99 per month. Some phones come with optional support for Ethernet and Wi-Fi.
Please note that the Hardware as a Service does not cover the corresponding Zoom Phone license; this must be purchased separately. The service is currently available in the United States and specific EMEA countries.
Software
There is no app specifically for the Zoom Phone. Instead, the VoIP options will become available on the Zoom app once you sign up for service. Other items in the app, including video conferencing and chat, are already available, though you should be able to switch between voice and video calling if you choose.
Call Quality
When we tested Zoom Phone’s call quality, the calls we received were crystal clear, whether in normal mode or when using a speaker for hands-free communication. However, they were not as easy to hear and understand, with a notable drop in quality between a regular phone call and calling someone through Zoom Phone.
Even with minor quality issues, they could be heard and understood in the regular and speaker settings while using Zoom Phone.
Uptime
Zoom has a service level agreement (SLA) that guarantees 99.999% uptime for customers. The brand works to maintain this level of service by providing specialized solutions to keep systems functioning in the face of disasters or sudden disruptions. For instance, Zoom Node allows customers to maintain communication even if the internet connection goes down.
Security
Zoom Phone secures voice calls and phone provisioning sessions using the 256-bit TLS 1.2 Advanced Encryption Standard (AES). SRTP with AES-256 bit algorithm encryption is for Zoom’s desktop and mobile clients and AES-128 or AES-256 bit algorithm for devices. The service provider enables AES-128 bit encryption by default; admins must manually update to AES-256.
Third-Party Integrations
About 90 integrations are specifically compatible with Zoom Phone, all available through the App Marketplace page. Access popular integrations including Salesforce, Google Workspace, Microsoft Teams, Slack, Gong and more.
Zoom Phone Pricing and Plans
US & Canada Metered
Zoom’s Metered plan provides a few basic phone options while letting you “pay as you go.” This plan works best for small teams that do not anticipate outbound calls taking more than several minutes daily; Zoom charges per minute at a rate that varies by location.
One thing to note is that customer service with this plan is minimal. You have the community forum and knowledge base and an AI chatbot. Upgrade to a higher service plan if you want to speak to a live agent.
US & Canada Unlimited
With a starting price of $15 per month per user, the Unlimited plan opens up calling beyond Zoom accounts, letting you make and receive calls nationwide. International calling is available through a $120 per year add-on. This tier also allows you to use support tickets only if you are a licensed user. Given the pricing and available features, the US & Canada Unlimited Plan is probably the best option for U.S. businesses seeking a cost-effective phone plan.
Pro Global Select
With the Pro Global Select plan, customers get a direct dial number and can make unlimited domestic calls within any of the 40 countries currently supported by Zoom. This plan should work well for companies with customers and employees worldwide. Otherwise, Pro Global Select might not be as good an investment for businesses with operations primarily limited to North America, excluding Mexico.
Customer Service and Support
Serious service issues may take significant time to address, depending on your purchased service plan. For example, we needed assistance setting up the license to access inbound and outbound calling; however, because the account was incorrectly in the system as “basic,” there was no way to contact anyone by phone or live chat to correct the issue; we had to wait until an agent reviewed the support ticket.
AI can be very helpful if a person knows the exact nature of their problem and the question they want answered. However, if you do not even qualify for a support ticket, trying to work through a problem without help can be highly demoralizing.
Customer support is excellent when it is accessible. Still, the lack of universal access might work against the brand, especially when competing VoIP providers offer 24/7 support without forcing a service upgrade.
Additional Features Worth Noting
If you need more numbers for your plan, Zoom Phone offers toll-free, local and international numbers starting at $5 per month. International calling begins at $10 per month.
Zoom Phone Alternatives and How They Compare
Zoom Phone vs. Dialpad
Zoom Phone has a lower starting cost than Dialpad, at least if you do not need to make outbound calls. Zoom’s Unlimited plan, necessary for inbound and outbound calls, starts at $15 per month per user. It is equal to Dialpad’s Standard plan (if billed annually), which includes SMS and AI-powered voice transcription at no additional cost.
Dialpad and Zoom each provide voice, video and chat. Zoom Meetings allows at least 100 participants; Dialpad limits you to a maximum of 10. Each service offers tiered customer support, with the Basic and Standard tiers limited to web and chat-based support, with an upgrade necessary for live help, though things are a bit more straightforward with Dialpad.
When you pay for Dialpad, you have immediate access to inbound and outbound calls without upgrading. Dialpad is the better service, as you get access to everything you need to create a professional phone system and collaborate with team members; you can also easily purchase a plan to communicate globally without add-ons.
Zoom Phone vs. Nextiva
Zoom Phone’s service offerings are more budget-friendly than Nextiva’s; even if it offers its most generous discounts for teams with 100 or more users, the price is only a few dollars less than Zoom offers per month per user. In Nextiva’s favor is that it offers unlimited voice and video calling beginning with its standard-level plan.
Zoom Phone and Nextiva lease VoIP equipment, though Nextiva has a greater variety of phones, some of which cost slightly less to lease. Also, if you want to buy phones outright, Nextiva posts the prices, making it easier to decide what to do according to your company’s budget.
Zoom Phone could be the more affordable option for individuals and small teams. It is the more affordable option for those operating with a tight budget and anticipate needing a few licenses. However, if there are no such constraints, and you are seeking a VoIP provider that is more scalability-friendly, Nextiva is likely the better choice between the two.
Zoom Phone vs. Google Voice
Zoom Phone and Google Voice are comparable in pricing but with some key differences. Zoom Phone provides businesses with a toll-free number and the ability to add additional toll-free, local or international numbers starting at $60 per year. Google Voice lacks toll-free options, instead giving you a new local number by porting it to an existing one.
Another important distinction is in the ability to send and receive outbound calls. Zoom Phone’s basic license only lets you communicate internally with Zoom accounts. You can do this with Google Voice, as even free accounts can receive and send calls and text messages. Zoom does have more integration options for Phone, as Voice is limited to strictly integrating with other Google products.
If your company prefers a wide range of integration features in addition to an all-in-one communication hub, Zoom Phone will be the better choice. However, if you just need an affordable and professional phone number and Google’s apps are enough, Voice could be the better choice.
Featured Partners
1
RingCentral
$20 per user, per month (paid annually)
Yes
Yes
2
Zoom Phone
Starts at $10 per user, per month
Yes
Yes
3
Nextiva
$18.95 per user, per month
Yes
Yes
Our Expert Opinion
The process of buying Zoom was very easy, and from there, so was creating an account and downloading apps. In addition to making and receiving calls, we could make video calls and send chat messages with no trouble at all. Zoom Phone works well as a VoIP service, though while call quality was HD on our end, it was not the case with those we communicated with.
Despite minor call quality issues, Zoom Phone works well alongside video, texting and chat to provide solid collaboration options for teams. Switching between voice and video is a helpful option to have. For the price, Zoom Phone is a great VoIP provider for companies wanting an affordable cloud communication service.
Customer support access could be better, though we found the customer support team members knowledgeable, professional and empathetic.
Frequently Asked Questions (FAQs)
What is a Zoom Phone?
Zoom Phone is the VoIP service offered by Zoom Video Communications beginning in 2019. Service plans start as low as $10 per month per user.
What is the difference between Zoom and Zoom Phone?
Zoom is typically used to refer to the brand overall, mainly its video conferencing tool, while Zoom Phone is the brand’s VoIP software. Read our review to learn more about Zoom’s video conferencing service.
Is Zoom Phone worth it?
If you are a small to medium business in the United States or Canada, Zoom Phone could be worth it as its plans are reasonably priced and pair well with Zoom Meetings. It’s an affordable way to have an all-in-one hub for your company.
How much do Zoom calls cost?
Zoom Phone calls are metered, and the price varies depending on the country.
Does Zoom Phone have an app?
Zoom has a mobile and desktop app; the desktop is compatible with Windows and Apple, and the mobile app works on Android and iOS devices.
