Looking for a simple, affordable VoIP phone system for your business? Zoom Phone may be the answer.
WRITTEN & RESEARCHED BY
Editor & Senior Staff Writer
Last updated onUpdated
REVIEWED BY
Expert Contributor
| Total Rating |
4.5 |
|---|---|
| Pricing4.2 | |
| Features4.4 | |
| Equipment4.5 | |
| Security5.0 | |
| Customer Service4.7 | |
| User Reviews4.7 | |
Table of Contents
Disclosure: This video is sponsored by Zoom and is included for informational purposes.
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.
| Pricing4.2 |
|---|
| Monthly Plan Pricing 4.0 |
| Add-On Feature Pricing 5.0 |
| Pricing For Additional Users/Devices 4.0 |
Zoom Phone has four pricing plans starting at $10/month.
| Zoom Phone Plans | Price | When To Use |
|---|---|---|
| US & Canada Metered | $10/month per license | Your business needs a phone that will be used occasionally |
| US & Canada Unlimited | $15/month per license | Your business needs unlimited calling |
| Pro Plus | $21.99/month per user | Your business needs phone service and advanced tools for up to 99 users |
| Business Plus | $26.99/month per user | Your business needs phone service and advanced tools for up to 250 users |
Zoom Phone’s pricing is extremely competitive. Most businesses will want to spring for the Unlimited plan, which isn’t Zoom’s least expensive option but only costs $15 per month and has a great set of features at such a low price point.
We really like the affordability of Zoom Phone, which is why we’ve rated it a 4.2/5 in terms of pricing.
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:
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:
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:
Business Plus supports up to 250 users and costs $26.99/month per user. It includes everything from the Unlimited plan, plus:
| Zoom Phone Extra Costs | Price |
|---|---|
| Additional Phone Numbers | Starts at $5/month |
| Toll-Free Numbers | Starts at $5/month |
| International Calling | $10/month |
| Zoom Phone Power Pack | $25/month |
| Workspace Reservation | Contact for pricing |
| Premier Developer Support | Contact for pricing |
| Hardware As A Service | Contact for pricing |
Zoom Phone has a variety of add-ons that are available starting at $5 per month.
Add-ons include unlimited international calling to more than 15 countries for just $10 per month. You may also pay for developer support, toll-free numbers, or additional numbers.
Call centers may want to take advantage of the Power Pack, which includes advanced queue analytics and insights. Workspace Reservation is another neat add-on that allows employees to reserve a workspace as needed.
Finally, hardware leasing is also available if you need equipment for your new phone system.
| Equipment4.5 |
|---|
| BYOD Compatibility 5.0 |
| Desktop Phone & Devices 4.0 |
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.
| Features4.4 |
|---|
| Basic Features 5.0 |
| Advanced Features 3.0 |
| Third-Party Integrations 5.0 |
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.
| Security5.0 |
|---|
| Security Features 5.0 |
| Compliance 5.0 |
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.
| Customer Service4.7 |
|---|
| Personal Support 4.6 |
| Self-Service 5.0 |
Zoom offers a few ways to get in touch with customer support.
| Zoom Phone Support | Availability |
|---|---|
| Phone Support | |
| Email Support | |
| Support Tickets | |
| Live Chat | |
| Dedicated Support Representative | |
| Knowledge Base or Help Center | |
| Videos & Tutorials | |
| Company Blog | |
| Social Media |
Zoom Phone subscribers at all plan levels get access to 24/7 live chat and phone support. You can also submit a support ticket to get the help you need.
If you prefer self-help resources, Zoom has an extensive Knowledge Base that addresses many common issues you may face with your service. Videos and tutorials are also available. There’s also a Zoom Community that allows you to connect with other users. A company blog that tackles topics like VoIP, webinars, and workplace communications is available.
Zoom has profiles on Facebook, Instagram, X/Twitter, YouTube, and LinkedIn.
While Zoom offers plenty of ways to get support, some users are critical of the quality of the support when reaching out to a representative. Many other users have praised the support team or have taken advantage of the plentiful self-help resources. Overall, Zoom Phone has solid customer support that we rated 4.7/5.
| User Reviews4.7 |
|---|
| User Feedback 5.0 |
| Review Site Aggregate 4.4 |
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.
While reviews are positive for the most part, there are several common complaints voiced by frustrated users. This includes:
Though some users have aired their frustrations, most seem to like what Zoom has to offer. Users most like:
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.
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The vendors that appear on this list were chosen by subject matter experts on the basis of product quality, wide usage and availability, and positive reputation.
Merchant Maverick’s ratings are editorial in nature, and are not aggregated from user reviews. Each staff reviewer at Merchant Maverick is a subject matter expert with experience researching, testing, and evaluating small business software and services. The rating of this company or service is based on the author’s expert opinion and analysis of the product, and assessed and seconded by another subject matter expert on staff before publication. Merchant Maverick’s ratings are not influenced by affiliate partnerships.
Our unbiased reviews and content are supported in part by affiliate partnerships, and we adhere to strict guidelines to preserve editorial integrity. The editorial content on this page is not provided by any of the companies mentioned and has not been reviewed, approved or otherwise endorsed by any of these entities. Opinions expressed here are author’s alone.
