Zoom Phone: Review, Pricing, and Alternatives

Aryan Sharma -

In today's fast-paced business world, effective communication is crucial. As organizations adapt to remote and hybrid work models, cloud-based phone systems are one of the services that have become increasingly popular. 

Zoom, a video conferencing tool, following the trend introduced Zoom Phone. It is a cloud-based phone service that was introduced in January 2019. The service acts as a telephony solution for businesses, remote work, customer support, etc.

Let’s get on board to discuss Zoom Phone, its features, limitations, pricing, and reviews.

Zoom Phone

Zoom Phone is a cloud-based VoIP (Voice over Internet Protocol) phone system integrated with Zoom's video conferencing and collaboration platform. Launched in 2019, it claims to provide a unified communications solution for businesses. Zoom Phone allows users to make and receive calls from various devices, including desk phones, mobile phones, and computers, provided they have access to a really stable internet connection.

Features of Zoom Phone:

  1. Call Routing and Management: Zoom Phone offers call routing options, including auto-attendants, call queues, and voice response (IVR) systems.
  2. Voicemail Transcription: The platform automatically transposes voicemail messages.
  3. Integration with Zoom Meetings: Transition between voice calls and video meetings within the Zoom ecosystem.
  4. Mobile and Desktop Apps: Zoom Phone is accessible via mobile and desktop applications.
  5. Presence Indicators: Users can see colleagues' availability status.
  6. SMS and MMS Support: The ability to send and receive text and multimedia messages within the platform.
  7. Call Flip: Users can transfer active calls between different devices.
  8. Emergency Services Support: 911 (E911) capabilities for safety.
  9. Analytics and Reporting: Access to call analytics and usage reports for monitoring.

Limitations of Zoom Phone:

  1. Limited International Coverage: Zoom Phone does not offer comprehensive international coverage, which is a limitation for businesses with a global presence as it is available in only 48 countries.
  2. Complex Setup: Large enterprises find the setup and integration process complex, requiring significant IT resources. Even users have said it to be an incredibly complex setup process with zero live support.
  3. Feature Gaps: Some advanced telephony features available in traditional PBX systems or specialized VoIP solutions are missing. Also, outbound call features that sales teams tend to need are missing.
  4. Dependence on Internet Quality: As a cloud-based service, call quality is heavily dependent on internet stability and bandwidth. Users have reported that despite having really good bandwidth, the call drops or the quality worsens.
  5. Limited Customer Support: Users have reported that customer support is slow to respond, which is problematic in various situations.
  6. Integration Limitations: While Zoom Phone integrates with some CRM systems, compatibility with less common or proprietary business applications is limited.
  7. Cost: Depending on the number of users and required features, the cost can add up, potentially making it less economical compared to other alternatives.

Learn more about Zoom features and Zoom limitations.

Zoom Phone Pricing

Zoom Phone offers a tiered pricing structure:

  1. Zoom Phone Pro: Starting at $10 per user per month, this plan includes basic features suitable for small to medium-sized businesses.
  2. Zoom Phone Business: Priced at $15 per user per month, this tier offers additional features like call queues and auto-attendants.
  3. Zoom Phone Enterprise: Custom pricing for large organizations and dedicated support.

It's worth noting that these prices may vary based on location, contract length, and specific business requirements. Organizations should carefully evaluate their needs and compare pricing with other providers to ensure they're getting the best value for their investment.

You can learn more about Zoom pricing.

Features to look for in a Zoom Phone Alternative

When searching for a Zoom Phone alternative, it's essential to consider a variety of features to ensure the new solution meets your business needs. Here are the key features to look for:

  • Call Quality and Reliability: Consistent, high-quality voice calls are crucial. Look for providers with strong infrastructure and minimal downtime.
  • Scalability: The ability to easily add or remove users and scale services up or down as your business grows.
  • User-Friendly Interface: A straightforward, intuitive interface that makes it easy for users to manage calls, messages, and settings.
  • Integration Capabilities: Seamless integration with existing tools such as CRM systems, productivity apps, and other communication platforms.
  • Mobile and Desktop Apps: Support for both mobile and desktop applications to ensure accessibility on various devices.
  • ‍Voicemail Transcription: Automatic transcription of voicemails to text makes reading and responding to messages easier.
  • ‍Call Routing and Forwarding: Advanced call routing options to ensure calls are directed to the appropriate person or department.
  • ‍Auto-Attendant: An automated system to greet callers and direct them to the right extension or department.
  • ‍Call Recording: The ability to record calls for quality assurance, training, or compliance.
  • ‍IVR (Interactive Voice Response): Automated menus that allow callers to navigate to the correct service or department via voice or keypad inputs.
  • ‍Conference Calling: High-quality conference calling capabilities, including support for large groups.
  • ‍Instant Messaging: Built-in chat functionality for quick text-based communication.
  • ‍End-to-End Encryption: Ensures all communications are securely encrypted to protect sensitive information.
  • ‍Compliance Certifications: Adherence to industry standards and regulations, such as GDPR, HIPAA, and others relevant to your business.
  • ‍Data Privacy: Robust data privacy policies to ensure user information is protected and handled responsibly. Learn about Zoom data privacy.

By evaluating these features, you can identify a Zoom Phone alternative that offers good functionality, integrates with your existing tools, and supports your business's unique communication needs.

One must be aware of the features to look for in a Zoom alternative.

Top 10 Alternatives to Zoom Phone

These are the top 10 alternatives for Zoom Phone: RingCentral MVP, Google Voice, Microsoft Teams Phone, Vonage, Dialpad, 8x8 X, Ooma, Grasshopper, Nextiva, GoTo Connect.

  1. RingCentral MVP
  2. Google Voice
  3. Microsoft Teams Phone
  4. Vonage
  5. Dialpad
  6. 8x8 X
  7. Ooma
  8. Grasshopper
  9. Nextiva
  10. GoTo Connect

RingCentral MVP

RingCentral MVP (Message, Video, Phone) is a unified communications platform combining messaging, video conferencing, and phone services. It offers features like advanced call management, team collaboration tools, and integrations with business applications. 

Key functionalities include cloud-based phone systems, HD video conferencing, team messaging, and mobile apps. 

RingCentral MVP users have reported several issues affecting its performance and usability. Problems include dropped calls, poor audio quality, malfunctioning call groups, and an inability to forward calls to external numbers. Additionally, the lack of group text messaging functionality and numerous bugs throughout the system have been noted as significant drawbacks.

Pricing starts at $20 per user per month, with higher-tier offerings available.

Google Voice

Google Voice for Google Workspace is a cloud-based phone system integrated with Google's suite of productivity tools. It offers features such as call forwarding, voicemail transcription, and integration with Google services. 

While Google Voice offers integration with Google's ecosystem, many users have reported limitations. These include frequent call quality issues, limited customization options compared to dedicated phone systems, and restrictions on certain advanced features in lower-tier plans. The platform's reliance on Google's ecosystem may also be a drawback for organizations using other productivity suites.

Google Voice for Google Workspace is available as an add-on to Google Workspace plans, with pricing starting at $10 per user per month for the Standard edition. Higher tiers offer additional features at increased costs, such as higher storage, increased participants, and more security.

Also check out top Google Meet alternatives.

Refer to this comparison of Google Meet vs. Feta, to know more on how Feta stacks up.

Zoom vs. Google Meet, details a fair comparison between the two.

Microsoft Teams Phone

Microsoft Teams Phone is a cloud-based phone system integrated with the Microsoft 365 ecosystem. It combines voice-calling capabilities with collaboration tools. The platform works within the Microsoft environment and has features like call routing, voicemail, and integration with other Microsoft applications.

Microsoft Teams Phone includes a complex setup process. Users have reported that the app does not work well with Apple products. Some even said that the tool's layout is challenging to figure out, even for long-time users. Some organizations have also noted limitations in advanced call center features compared to dedicated telephony systems.

Microsoft Teams Phone is available as an add-on to Microsoft 365 subscriptions. Pricing starts at $12 per user per month for domestic phone calling and $24 per user per month for domestic plus international. 

In case if you are looking for Microsoft Teams alternatives, we have handy list of top Microsoft Teams alternative.

We have created a very honest comparison of Microsoft Teams vs.Feta.

Also we have created fair comparison between Zoom vs. Microsoft Teams and Google Meet vs. Microsoft Teams.

Vonage

Vonage Business Communications is a cloud-based phone system offering features including CRM integrations and mobile apps.

Despite its feature set, some users have reported challenges with Vonage Business Communications. They have stated that the phone lines are down 50% of the time, preventing them from receiving or placing calls, and customer service is not supportive, with no phone line to call and online chat support that closes chats without resolutions.

Vonage Business Communications offers tiered pricing plans to accommodate different business requirements. The Mobile plan starts at $19.99 per line per month.

Dialpad

Dialpad, a Zoom Phone alternative, has AI-powered features. It offers voice intelligence, real-time transcription, and sentiment analysis alongside standard phone system capabilities. 

Key features include call routing, voicemail, video conferencing, and integrations with various business tools.

While Dialpad has AI functionalities, users have reported frequent issues with call quality and reliability. Additionally, some find the pricing plans to be on the higher side compared to competitors. Dialpad offers a free trial, with paid plans starting at $27 per user per month.

8x8

8x8 provides a unified platform for voice, video, chat, and contact center solutions, featuring international calling capabilities and analytics. Key features include HD video conferencing, call recording, team messaging, and integration with business applications. 

Its users have reported occasional challenges with user interface complexity and customer support responsiveness. Additionally, some find the advanced features to be overwhelming without sufficient training.

8x8 does not offer a free trial. Contact sales to know the pricing options.

Ooma

Ooma Office is used by small businesses, providing them with a phone system with features like a virtual receptionist and call parking. Key features include call forwarding, voicemail-to-email, extension dialing, and mobile app access. 

While Ooma Office is simple and affordable, users have reported that the app's integration is spotty, the web portal logs you off even with "keep me logged in" selected, and setting up rollover ringing is difficult and inconsistent. 

Ooma Office offers a free trial, with paid plans starting at $19.95 per user per month.

Grasshopper

Grasshopper, a Zoom Phone competitor used by entrepreneurs and small businesses, provides virtual phone system features without the need for additional hardware. Key features include call forwarding, voicemail transcription, custom greetings, and business texting. 

Grasshopper can be unreliable at times with technical issues like unsent or unreceived messages, and support effectiveness varies. It lacks features such as automated extension scheduling, sending individual messages to multiple recipients without creating group texts, automated responses to trigger words, and message templates for onboarding.

Grasshopper offers a free trial, with paid plans starting at $14 per month.

Nextiva

Nextiva is a Zoom Phone competitor application. It offers a business phone system with key features, including business phone system capabilities with AI-powered automation and analytics.

Frequent call drops and missed calls due to issues with Nextiva's online platform and phone app have adversely affected our brand's reputation, potentially causing irreparable damage.

Nextiva does not offer a free trial, with paid plans starting at $18.95 per user per month.

GoTo Connect

GoTo Connect, previously known as Jive, offers a cloud-based phone system for the communication needs of growing businesses. It includes features such as video conferencing and contact center capabilities for customer interactions.

Users stress the need for enhanced security and compliance features while expressing disappointment over limited customization options. They also highlight the absence of real-time document editing capabilities, which is crucial for efficient collaboration.

For pricing, you need to get in touch with the sales team.

Zoom Phone Reviews

VOIP has become very popular in recent times, so many cloud-based VoIP (Voice over Internet Protocol) phone systems have been introduced in the market. Zoom also did so, but it forgot that just introducing a service to keep up with the trend does not mean it is up to the mark.

While using Zoom Phone, users faced many challenges, including unreliable international calling and frequent call blocks, coupled with the need for improved integration with ITSM for streamlined paging of on-call staff. Sales failures to fulfill promises and provide refunds led to prolonged resolution efforts, exacerbated by a complex setup process lacking adequate support. The UI's intrusive window and high mobile data usage underscore usability concerns, suggesting optimal usage under WiFi connectivity.

By this time, you should have gotten an overview of alternatives to Zoom Phone that are better than it. Based on your needs, you can make an informed decision.

If you are interested in knowing more about Zoom services, we have detailed articles about:
Zoom Meetings and Zoom Webinars.

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For a transparent view of how we stack up, check out our honest Zoom vs.Feta comparison to understand better.

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