What is Zoom Phone?

Zoom is practically a household name thanks to the popular video conferencing software that emerged onto our computer screens in late 2012. Yet, the company also provides a serious cloud-based business VoIP phone service that caters to businesses of all sizes due to its modular price structure. The comprehensive features provided by Zoom Phone are everything you’d expect in a high-end business phone system, with optional add-on plans to customize or enhance your core services. Supported devices include plug-and-play VoIP phones and analog devices, including paging systems. You can bring your own device, or Zoom is happy to rent you what you need.

Zoom Video Communications is a publicly-traded company founded in 2011 and is headquartered in San Jose, California. Its ubiquitous video conferencing software was the company’s main focus for the first few years; however, it introduced Zoom Phone in mid-2020 for use as a domestic telephone service in over 40-countries. By 2021, over one million ‘seats’ had been sold. The company has expanded dramatically in the past few years, with 15 offices spanning the US, UK, Europe, India, China, Japan, and Australia.

If we ignore the differences between plans for the moment, the core functionality all subscribers receive is impressive. You can port your existing numbers or purchase new ones, and you receive unlimited auto attendants, also known as interactive voice response systems. Holiday and business routing, call recording, and call parking are standard features, as are voicemail with transcription, three-way conference calls, call-blocking, and call queuing. Contact centers can use the barge/monitor/whisper/takeover function, and larger organizations will find the dial by name directory useful.

Zoom also provides native apps for use on Windows, macOS, and Linux desktops and native mobile apps for iOS and Android. A nice touch is your ability to mix and match plans for different employees or departments, using a metered plan for those offices with lower numbers of outbound calls and unlimited plans for sales or contact center staff with higher call volumes. Local calls to emergency services are supported, while US and Canadian residents have access to a Nomadic e911 service to detect and report the user location to emergency services.

What popular features do you get with Zoom Phone?

  • 256-bit encryption
  • Active noise and echo cancellation
  • API available for developers
  • Call handoff between devices

  • Centralized setup and admin
  • Chat feature for Zoom users
  • Comprehensive app integrations
  • Convert call to Zoom video

  • International calling packages
  • SMS & MMS features
  • Toll-free number availability
  • Transfer calls to Zoom meetings

Customer Support is available at Zoom Phone

Zoom Phone offers a comprehensive product support page that steers you through the myriad issues you may encounter during operation or setup. There is also a large knowledge base, a Zoom community, and an online chatbot. If those resources don’t resolve your issues, Zoom provides a 24/7 customer support service using live chat, email, or telephone.


What kind of business is Zoom Phone ideal for?

Zoom has created such a broad range of options, add-on packages, and additional features that Zoom Phone is suitable for just about every business, from a solopreneur to a large multinational enterprise. Entrepreneurs, small to medium-sized businesses, and those with a remote workforce can access an advanced business phone system at a surprisingly low monthly or annual rate, adding features and options as their business scales. Zoom also packages its various software-as-a-service offerings under the brand name Zoom United to combine phones, video-conferencing, and chats to give an integrated communications solution at one low monthly rate. Whatever your business size, you’ll find an exhaustive suite of services at a price that won’t make your eyes water.

Pros and Cons

  • Both pay-as-you-go and unlimited calling plans are available
  • Native apps for desktop and mobile use
  • Over 34 integrations with major CRM, calendar, email, and conferencing software
  • Holiday and business hours routing as standard
  • SMS and MMS available within the US and Canada
  • 24/7 Customer support

  • One number is included with monthly charges for additional numbers
  • The lower tier plans only include domestic calling

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How much does Zoom Phone cost?

*based on information provided by the vendor. Actual cost may vary.

Zoom Phone is only available for business users and consists of three plans. Depending on where you are in the world, the two lowest price plans will relate specifically to your country of operation. The table below shows the US and Canada information. Note that to add video conferencing and chat functionality to the Zoom Phone package, you can select the Zoom Unified product that adds a further $15 per month for the two lowest tiers and $10 per month for the Pro Global Select option.

Plan Pay-As-You-Go Unlimited Regional Calling Pro Global Select
Monthly Cost $10 $15 $20
Annual Cost $120 $180 $240
Calls Metered Unlimited Domestic Unlimited Domestic
Inclusions: Phone extension no. Phone extension no. Direct dial number
  US & Canada Only US & Canada Only Phone extension no.
  Domestic SMS & MMS Domestic SMS & MMS 40 Countries supported
    Advanced Features Advanced Features
    Optional Unlimited International Calling Package Optional Unlimited International Calling Package
Optional add-on plans include:
Plan Toll-Free No. Int. Calling Add. Numbers Device Rental
Monthly Cost Starts At: $5 $10 $5 $5.99 per device
Annual Cost Starts At: $60 $120 $$60 Monthly charge

Final thoughts...

Zoom Phone offers a comprehensive suite of business phone services at a low starting price. You also gain functionality with the option to upgrade to the Zoom Unified product, which combines your business phone services with video conferencing and chat features to integrate all your communications under one invoice and one platform.

The number of Zoom products provides a pathway for small businesses to scale their communications platform according to their growth. Once your business reaches enterprise-level size, you’d be wise to analyze your communication needs and costs to check your spending is competitive. However, as a small to medium-sized enterprise, you gain access to a professional communications suite at a competitive cost, hosted by a well-known and respected global company. There’s a lot to like about the Zoom Phone product and services.