Zoom Phone: Robust Cloud-Based VoIP System

Overview

Zoom Phone, introduced in January 2019 by Zoom Video Communications, Inc., is a voice-over-internet protocol (VoIP) service with built-in video and audio call capabilities designed to enhance communication and collaboration for businesses of all sizes across various industries, including education, finance, healthcare, and government. Originally known as Saasbee, Inc., they started growing from their San Jose, California headquarters with a core strategy to replace traditional PBX solutions. Offering features like secure call routing, queuing, recording, voicemail, and native PSTN connectivity in over 45 countries, they provide support for hybrid connectivity, which allows for a connection between work laptops and VoIP headphones. The company prioritizes security by implementing strict measures like TLS and 256-bit AES encryption standards, ensuring your meetings and messages remain private and secure.

Features

Zoom Phone serves as a VoIP extension of the core Zoom platform, offering a range of features such as desk phone support, video conferencing, and emergency calling, promoting ease of use.

Mobile & desktop client: The Zoom mobile and desktop apps offer a unified platform for Meetings, Phone, and Team Chat across Android and IOS devices. This integration provides users with the flexibility and convenience of accessing different communication tools in one centralized location.

Desk phone support: Compatibility with various desk phones from leading manufacturers allows users to integrate traditional desk and VoIP phones with Zoom Phone services seamlessly. This integration ensures a smooth communication experience, enabling users to leverage the system's features alongside their existing desk phone setups.

Auto attendance & virtual receptionist: Zoom Phone's Auto Attendance acts as a virtual receptionist, efficiently greeting and directing callers with automated prompts. It includes a dial-by-name directory for precise call routing. This feature offers additional benefits like toll-free numbers and call recording as part of the US & Canada Metered Plan.

Call transfer & forwarding: Supervised and blind transfer capabilities empower users to route calls effectively to the appropriate individuals. This feature ensures that calls are directed to the right person efficiently, regardless of location, enhancing overall organizational communication efficiency. Additionally, Zoom's forwarding feature enables users to establish personal call-handling rules to redirect calls internally or externally based on their preferences and availability.

Video conferencing: Zoom Phone allows users to seamlessly transition from phone calls to video meetings within the desktop and mobile app. This unified functionality eliminates the hassle of disconnecting and dialing into separate conferences, enhancing collaboration and communication by enabling seamless sharing of content alongside voice communication.

Call recording & voice mail: Zoom Phone provides both on-demand and full-time call recording capabilities, allowing users to capture essential conversations for reference or compliance purposes. This feature offers flexibility, enhancing productivity and accountability, enabling users to review crucial calls as needed. Additionally, they offer voicemail transcription and notification features, streamlining message management across devices. This functionality ensures efficient handling of voice messages, helping users stay organized and responsive to incoming calls.

Emergency calling: Zoom Phone includes essential emergency calling features equipped with location tracking and redirect rules to ensure safety and compliance. These essential functionalities enable organizations to handle emergencies and provide timely assistance when needed.

Quality dashboards: Equipped with monitoring tools like quality dashboards for tracking call quality and network issues, Zoom empowers administrators to monitor, troubleshoot, and maintain call quality standards proactively. This ensures users consistently enjoy optimal communication experiences.

Call analytics & reporting: Zoom Phone's comprehensive analytics tools provide valuable insights, including call queue analytics and performance metrics, allowing you to optimize processes and ensure appropriate staffing levels based on data-driven insights. They also seamlessly integrate with the Salesforce platform, enhancing productivity by enabling features such as click-to-dial, screen pops, and automated call activity logging. This streamlines workflows and boosts efficiency for sales and support teams leveraging Salesforce.

Security features: Zoom prioritizes robust security measures, including TLS and 256-bit AES advanced encryption standards for meetings and messages. They offer end-to-end encryption for added protection within meetings. Authentication and meeting passcodes deter unauthorized access, while features like waiting room customization and screen share watermarks provide additional layers of security. Efforts to address vulnerabilities include account theft protection and partnerships with cybersecurity experts like HackerOne.

Additional features: Zoom Phone presents an array of features crafted to elevate communication and collaboration within organizations. Among these are monitor, whisper, call queue, barge, and takeover. Monitor allows supervisors to observe ongoing calls for quality assurance silently. Whisper enables real-time coaching during calls without other participants hearing. Call Queue organizes incoming calls for efficient handling, while barge allows supervisors to join calls to provide immediate assistance. Takeover facilitates the seamless transition of calls to higher authorities when needed.

Pricing & Plans

Zoom Phone Plans are designed to meet the needs of various industries, offering a variety of options tailored to specific requirements. However, they primarily offer three main plans designed for businesses as a whole:

1. United States & Canada Metered plan

The US & Canada Metered Plan offers a cost-effective solution for businesses with lower outbound calling needs for only 10$ per user per month. By excluding outbound calls and offering "Pay as You Go" credit for international calls, this plan ensures efficient budget management while providing essential communication capabilities.

2. US & Canada Unlimited Plan

The US & Canada Unlimited plan is tailored for American businesses in need of comprehensive phone services. Priced at just $15 per user per month, this plan offers regional phone numbers and unlimited calls nationwide, extending beyond Zoom accounts. For international connectivity, an optional add-on is available at an additional cost of $120 per year. With features like toll-free numbers, domestic SMS and MMS, extension-to-extension calling, HD call quality, voicemail transcription, and call recording, this plan caters to diverse communication needs.

3. Pro Global Select Plan

The Pro Global Select Plan is a comprehensive solution catering to startups, small businesses, and large enterprises globally. With unlimited domestic calling, a direct dial number, and coverage spanning over 40 countries, this plan ensures seamless connectivity across borders, empowering businesses to expand their reach effortlessly for only 20$ per month per user.

Ultimately, Zoom Phone's service plans are crafted to cater to diverse business needs while offering essential features such as IVR, automatic call distribution groups, and seamless integration with leading business applications like Google Workspace, Microsoft Teams, Slack, and Salesforce.

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Pros & Perks

Independent operation

Zoom Phone offers versatile usage options extending beyond computer accessibility. You can access it on your computer, your phone, a web browser, or a special web page. When you use Zoom Phone on your computer, you'll see all your phone contacts clearly listed for convenience. Moreover, you can also start a call on one device and finish it on another.

Robust feature set

Zoom Phone caters to diverse industries by offering specialized services tailored to their unique needs. In the healthcare sector, it facilitates educational webinars, streamlines workspace reservations, and ensures compliance with HIPAA regulations while providing specialized protections for Personal Health Information (PHI). The educational institutions' dedicated plan provides access to whiteboards, integrates seamlessly with campus systems, and incorporates features like polling and quizzing functions, enhancing the teaching and learning experience. Moreover, the company offers cloud-based architecture for developers, enabling scalable and flexible solutions to meet the evolving needs of software development projects.

Affordable

Zoom Phone offers budget-friendly plans starting at just $10 per user per month, positioning themselves as a savvy investment for businesses. These plans boast advanced features tailored for both inbound and outbound calls, ensuring maximum value for every dollar spent. Their flexible pricing structure accommodates a variety of requirements, ranging from unlimited US calls to SMS/chat functionalities.

Drawbacks

Metered calling in their basic plan

Zoom phone's basic plan necessitates payment based on minutes used, resulting in potentially unpredictable costs linked to call volume. Unlike some competitors that offer unlimited calling even on their cheapest plans, the metered approach can be less appealing. To avoid these charges, users are forced to upgrade to the Unlimited Regional Calling plan, which offers unlimited calling within the US and Canada without the need to track minutes.

Poor customer service

Many Zoom users have been frustrated with the company's customer service. People often complain about slow responses, long wait times, or getting emails that don't solve their problems. This lack of support leaves users annoyed and dissatisfied with Zoom Phones.

Privacy concerns

Zoom has encountered privacy and security issues, such as sharing user data with advertisers and Facebook. In March 2020, concerns arose over their privacy policy implying data sharing with third-party advertisers, which was later clarified to state that user data isn't sold to advertisers. Furthermore, in April 2020, the company was found to be sharing user data with Facebook, leading to the removal of the Facebook SDK from their iOS client. Subsequently, in March 2023, updates to their Terms of Service allowed the use of user data for their AI programs, triggering concerns about privacy and data sharing. However, the company has assured users that without explicit permission, they won't utilize video, audio, or chat content for AI training.

User Ratings & Testimonials

The feedback on Zoom phone on various platforms reflects a mix of experiences, with a 1.5-star rating on Trustpilot and 4.5 stars on G2 and Software Advice.

In terms of negative feedback, users have pointed out various issues with the platform. The most common complaint revolves around slow customer service, sales team responses, and long waiting times on the phone. Additionally, there are complaints about occasional lagging, difficulty accessing payment records, and a lack of effective customer support. Billing practices and subscription management come up as areas of tension, with users citing issues such as unexpected charges, automatic subscription renewals without clear notification, and lengthy wait times for customer support.

Despite the negative feedback, positive reviews also highlight Zoom's strengths. Users appreciate the quality of audio and video calls, describing it as superior. Many users have found the system's user-friendliness to be an essential tool for communication, particularly in reaching out to sales agents and conducting business meetings. Moreover, there have been instances where users reported positive experiences with customer service representatives, especially when seeking assistance with account cancellations.

How can I contact Zoom Phone?

Zoom's contact center offers multiple customer support options. If you're a business owner in need of immediate support, you can reach their San Jose headquarters by calling 1-888-799-9666, where customer support is available 24/7. Alternatively, free, licensed/pro, or business account users can access the chatbot available on their official website for instant messaging assistance. Licensed or pro users can also submit help requests online, detailing their issues for prompt resolution. You can also browse their dedicated knowledge base, a comprehensive resource providing valuable information on various Zoom products.  Lastly, you can follow them on their social media platforms, such as LinkedIn, Twitter, Youtube, Facebook, and Instagram, to stay informed and receive their latest updates. 

Takeaway

In conclusion, Zoom Phone revolutionizes business communication, offering a comprehensive solution with advanced features tailored to diverse needs. From their launch in 2019, they have gained significant traction, providing seamless communication across various industries. Features like desk phone support, auto attendance, and video conferencing enhance collaboration, while flexible pricing plans cater to different budgets. Despite some drawbacks like metered calling and reported issues with customer service, positive user experiences highlight their superior audio and video quality and user-friendly interface. The company's commitment to innovation and customer satisfaction makes them a compelling choice for businesses seeking efficient communication solutions.

Elevate your decision-making process with our innovative comparison tool, empowering your business choices. Explore a curated selection of leading VOIP companies and discover diverse alternatives. Stay informed about industry trends through our insightful blog content.

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