Zoom Phone Review

Zoom is famous the world over for its exceptional meeting room solutions. If you’re looking for high quality video, fantastic usability, and market-leading reliability, then you will not go wrong with Zoom. In fact, Zoom Meetings enjoyed almost 49% share of the video conferencing market in 2021, after becoming a virtually universal fixture of remote working (and remote pub quizzes) during the pandemic.

To be clear, this review focuses on Zoom's business VoIP offering, Zoom Phone, rather than Zoom Meetings. Zoom Phone was launched later in 2019, but similarly to Zoom's video software, it's quickly become one of the very best offerings on the market.

What is Zoom Phone?

Zoom Phone is a simple and straightforward business VoIP phone solution, provided in the same familiar and intuitive experience as Zoom Meetings. It offers an enterprise-grade communication and collaboration solution complete with voice, conferencing, messaging, and video in the same product.

Zoom Phone offers a huge range of features and functionality, suitable for even the most demanding businesses and environments. This is by no means an exhaustive list, but the feature highlights include:

• Intelligent call management and routing

• Extremely intuitive applications for mobile and desktop

• Desk phone support for users who prefer a handset

• Auto-attendant and IVR design tools

• Call recording and voicemail with transcriptions

• Call delegation and parking

• Listen, whisper, barge & takeover

• Presence, transfer, and shared lines

• Secure HD audio

• Elevate to meeting

• Business application integrations

• Calls logs, advanced analytics, and quality dashboards

What are the benefits of Zoom Phone?

Incredibly easy to use

Perhaps one of the biggest benefits of Zoom Phone is how easy it is to use. Users simply download the Zoom app to their mobile and desktop and log in (SSO is supported). Provisioning is done via Zoom’s simple admin portal, making it very easy to live with, even at scale.

Offers enterprise quality and reliability

The best business phone services come from trusted vendors with global infrastructure. Zoom’s built-in redundancy and resiliency through globally co-located data centres ensure high call quality and consistent service. Zoom’s quality and reliability has been ratified by third-party testing, with recent tests undertaken by Wainhouse confirming that Zoom leads the market when it comes to HD voice and video quality, even under difficult local network conditions.

Fully enables hybrid working

Users can access Zoom Phone from any device, enabling them to take business calls at the office, at home, or even whilst abroad – all with the same number and without loss of functionality. Managers and administrators can also oversee staff communications, and administer system changes from any location with a network connection.

Global availability & BYOC

Zoom Phone can provide a local PSTN telephony service in 40+ countries and territories, with competitive and transparent international calling rates. This offers multinational organisations the opportunity to consolidate multiple business phone systems into a single platform, significantly reducing costs, hassle, and complexity.

Zoom also offers flexible deployment options, enabling clients to embrace Zoom’s innovative features whilst using their existing service provider. Bring your own Carrier (BYOC) allows users to avoid early termination fees, maintain current call rates, and limit risk when porting large volumes of numbers.

Application integrations, APIs and webhooks

Customers can integrate Zoom Phone seamlessly with the apps and programs that run their existing operations - CRMs, Service Desks, Chat Tools etc. Native integrations include Salesforce, Microsoft Office 365, G-Suite, Slack, as well as third-party cloud contact centre integrations such as Five9 and Twilio Flex. (Acceleraate can even embed Zoom Phone into any none-native CRM, Service Desk or custom business application using Zoom Phone Smart Embed).

In Summary

Zoom Phone has already attracted over 5 million business users since its launch in 2019, and it’s not difficult to see why.

For existing Zoom Meetings users, Zoom Phone provides an extremely straightforward and obvious opportunity to switch and save money, without compromising on service or features. And for those companies that are new to Zoom, it provides an opportunity to level-up quality, accessibility, usability, and hybrid working support, whilst reducing the complexity of their tech stack.

To be honest, it's difficult to define what isn’t to like...