Zoom Phone Review

Pros

• Affordable plans & add-ons
• Solid feature set
• Easy setup
• Features are easy to use
• Low-cost international calling add-on

Cons

• Non-transparent hardware pricing
• Customer service is hit-or-miss

What Is Zoom Phone?

Zoom Phone is a cloud-based phone system that integrates voice, chat, video, and collaboration. This VoIP phone system provides secure and reliable communications between team members and customers.

Zoom Phone boasts a number of features and automations that improve communications and help automate processes. While it has everything most small businesses would need, it does lack several of the more advanced features you may find with some of its competitors.

Though it isn’t quite as advanced as some providers on the market, it more than makes up for in its affordable pricing. Add in solid security, low-cost international calling, and a system that’s easy to use (once you get the hang of it), and it’s easy to see why Zoom Phone is a top choice for many small businesses.

But is it right for you? Make sure to read the whole review to see if Zoom Phone can provide the best VoIP phone system for your unique needs.

Zoom Phone Pricing

Zoom Phone has four pricing plans starting at $10/month.

US & Canada Metered

Zoom Phone’s US & Canada Metered plan is a pay-as-you-go plan that’s priced at $10/month per license. Additional fees are charged for all outbound phone calls. This plan includes:

• Local phone number
• Metered domestic calling in the United States & Canada
• Metered international calling
• Management portal
• Domestic SMS & MMS messaging
• Support for multiple devices
• 24/7 support

US & Canada Unlimited

If you want unlimited calling, this is the plan for you. This plan is priced at $15/license per month and includes everything from the Metered plan, plus:

• Unlimited domestic calling
• Optional international calling add-on

Pro Plus

Pro Plus bundles Zoom Phone and Zoom Workplace and supports up to 99 users. It is priced at $21.99/month per user and includes everything from the Unlimited plan, plus:

• Zoom Workplace Pro with AI Companion, meetings, & more

Business Plus

Business Plus supports up to 250 users and costs $26.99/month per user. It includes everything from the Unlimited plan, plus:

• Zoom Workplace Business
• Visitor management
• Workspace Reservations
• 10 GB cloud storage
• Translated captions

Zoom Phone Extra Costs & Fees

Zoom Phone Equipment

Zoom Phone offers desk phones, conference phones, headsets, and more from top brands like Poly, Yealink, Logitech, and EPOS.

Unfortunately, pricing is not disclosed upfront, and you will need to contact sales to learn more about available equipment and pricing.

The company also offers hardware leasing, which comes with low upfront costs, low monthly payments, and the option to upgrade your equipment at the end of your term. Little additional information is available without contacting sales.

While leasing your equipment can help you save on upfront costs, leasing generally results in paying more for the equipment than you would if you purchased it upfront. You’ll also be required to sign a contract. In most cases, we recommend buying your equipment instead of leasing it whenever possible.

You can also use your own devices with Zoom Phone’s apps for mobile, Windows, MacOS, and Linux. The company also provides a list of compatible equipment, so you may be able to use phones previously used with another provider.

Overall, we like Zoom Phone’s selection of hardware, although it would be nice to be able to see pricing and make purchases online without reaching out to a sales rep. Zoom Phone earns a 4.5/5 star rating in this category.

Zoom Phone Features

Zoom Phone has a wide range of features, especially when you get one of its more expensive plans that is bundled with Zoom Workplace.

Most small businesses will find everything they need with one of the company’s plans. However, it does lack some of the features you may find with other VoIP providers, such as integrations with social media. Overall, we give Zoom Phone a 4,4/5 rating for its feature set.

Zoom Phone Security

Zoom Phone has various security measures in place to protect its users. This includes SIP registration that leverages TLS Encryption, media that is transported and protected by Secure Real-Time Transport Protocol, and direct private network peering links to ensure maximum protection.

Zoom Phone also meets HIPAA and SOC-2 compliance.

Overall, Zoom Phone checks the basic security and compliance boxes you would expect, leading to our rating of 5/5.

Zoom Phone Customer Service

Zoom offers a few ways to get in touch with customer support.

Zoom Phone User Reviews

Zoom Phone’s user reviews are favorable overall. It receives a 4.5/5 (based on 200+ reviews) on Software Advice, an 8.8/10 (based on 100+ reviews) on Trust Radius, and a 4.4/5 (based on 330+) ratings from Gartner.

Taking into account the number of reviews, the quality, and the overall reviews, we gave Zoom Phone a rating of 4.7/5 in this category.

Negative Zoom Phone Reviews & Complaints

While reviews are positive for the most part, there are several common complaints voiced by frustrated users. This includes:

• Customer service can be difficult to reach
• Glitches in the desktop app
• Nearly impossible to get out of a contract
• UI takes some time to get used to
• Some audio issues (although this appears to happen rarely, per complainants)

Positive Zoom Phone Reviews & Testimonials

Though some users have aired their frustrations, most seem to like what Zoom has to offer. Users most like:

• Easy-to-use video conferencing
• Easy setup
• Great overall call quality
• Affordable pricing plans
• Simplicity compared to some of its competitors
• Doesn’t use too much battery or take up too much space on mobile devices

Final Verdict: Is Zoom Phone Worth It?

Zoom Phone has a solid VoIP business phone system. Unless you operate a very large business, multiple locations, or need niche features, many small business owners will be pleased with what this vendor has to offer.

While it does lack some features you’d find with its competitors, we believe the pricing reflects this. It’s hard to find VoIP plans that are all priced at less than $30/month per user. The $10 add-on for international calling is also a nice (and inexpensive) touch.

While there are some user complaints about occasional glitches, audio issues, or getting in touch with customer support, there are no glaring red flags. In fact, most users are very satisfied with the service they receive at such a low price point.

We give Zoom Phone a solid overall rating of 4.5/5. While it won’t be suitable for all businesses (particularly those that need a more customizable system), businesses that want an easy-to-use and affordable system with a good number of features likely won’t be disappointed.

Still on the fence? Before signing up for VoIP, make sure to compare your options, starting with our picks for best VoIP phone systems.

Our Rating Methodology

We spend hours researching and evaluating each VoIP business phone provider that we review at Merchant Maverick, placing emphasis on key characteristics to generate our product ratings.

When rating VoIP phone systems and providers, we use a 25-point rubric that looks at pricing, features, equipment, security, customer service, and user reviews. We weigh each section differently to calculate the total star rating.

• Pricing: 25% of the total star rating
• Features: 25% of the total star rating
• Equipment: 20% of the total star rating
• Security: 15% of the total star rating
• Customer Service: 10% of the total star rating
• User Reviews: 5% of the total star rating

Each section is further broken down into granular, weighted subsections, in which we look at specific attributes, such as plan availability, discounts for new customers, discounts for multiple users, the availability of advanced and basic features, security and compliance, and third-party integrations. Learn more about how we rate VoIP phone systems.