Zoom Phone Review (2025): The Best Value US VoIP?

zoom square logo

Our site is reader-supported – by clicking our links, we can match you with a potential supplier, and we may earn a small commission for this referral.

Across our research and testing, Zoom Phone consistently ranks as one of the top-performing VoIP providers for small and large businesses. We found its core plans – Metered, Regional Unlimited, and Global Select – cater to different usage needs, from budget-conscious teams to globally distributed enterprises.

Regardless of plan, Zoom earns high marks for call management, integrations, and communication channels, though its support and training features are slightly less comprehensive than those of some contact centre-focused rivals.

In this Zoom review, we’ll break down Zoom’s key features, pricing, and how it compares with top competitors like RingCentral, 8×8, and Nextiva, to help you determine whether it’s the best fit for your team.

Zoom Phone Plans Summary

  • Metered ($10/user/month): Best for very light external callers or micro teams.
  • Regional Unlimited ($15/user/month): Most balanced choice for US-centric businesses needing reliable calling and voicemail.
  • Global Select ($20/user/month): Ideal for multinational companies with remote offices.
Zoom logo
Zoom Phone
4.6 Average of scores across micro, small, medium and large business scoring for metered, regional unlimited and global select plans
Pricing $10 - 20
Strengths

Clean, intuitive interface that users praised for ease of navigation and visual clarity

Flexible plan structure with competitive pricing, including global and metered options

Wide hardware compatibility, supporting major VoIP phone brands and zero-touch provisioning

Strong Google and Microsoft integrations, streamlining scheduling and communication workflows

Weaknesses

Limited analytics and reporting, lacking visual dashboards and granular insights

No social media or omnichannel messaging, unlike providers like Nextiva

Advanced call monitoring tools (e.g. whisper/barge) only available on top-tier plans or with add-ons

Pricing
PlanPrice (per user, per month)
Metered $10
Unlimited $15
Global Select $20

Zoom Phone Review: Key Features

Zoom Phone combines core VoIP functionality with intuitive design and great integrations across the wider Zoom ecosystem. While it doesn’t aim to compete with full-service contact center platforms, it offers a well-balanced suite of tools that suit most small to mid-sized business needs. Let’s start by looking at its calling functionality.

Call management and voice coaching tools

Zoom Phone stands out for its comprehensive and intuitive call management features, which scored among the very best in our VoIP testing, across all four of our different business size criteria.

Zoom dashboard for Zoom workplace
With Zoom Phone, you'll have access to the Zoom Workspace software shown here. Source: Expert Market

Its core tools include call forwarding, transfer, hold, barge, whisper, and call queues, all accessible via a clean, user-friendly interface that testing participants praised for its clarity and visual calmness.

We found these tools work smoothly across devices, making it easy for staff to manage inbound and outbound calls, whether on desktop, mobile, or a Zoom Phone appliance.

Zoom phone calling
When calling someone with Zoom Phone, you simply input their name (if already a contact) or input their number. Source: Zoom

For teams that rely on real-time visibility and control, Zoom also offers call monitoring and recording features that match the standard set by providers like RingCentral and 8×8.

However, more advanced tools such as call coaching (e.g., listen, whisper, barge) are only available in Zoom’s Global Select or via bundled add-ons. That means businesses with high call volumes or formal training needs may find more out-of-the-box value from RingCentral’s Advanced or Ultra plans, which include these capabilities as standard.

In terms of usability, Zoom Phone ranked especially highly in our user testing. Participants found it easy to manage call settings, like setting up business calling hours or how unanswered calls are dealt with.

zoom phone setup
Within your Zoom settings, you can detail how you want calls to be handled when you can't get to the phone. Source: Zoom

That said, we did identify some usability snags during testing. For instance, the contact creation window failed to scale correctly on laptops, causing users to miss the final call-to-action button when adding a contact. This UI glitch, while minor, could affect efficiency for admins managing large directories.

Still, our testing users appreciated the minimal, non-distracting layout Zoom offers across devices. “I thought it was a clean-looking interface,” one participant noted. Another commented on how design details, such as soft, rounded icons, helped them feel at ease while navigating the call tools.

zoom phone on mobile
This simple display is reflected on the Zoom mobile app, which looks very similar and acts in an identical manner. Source: Zoom

Compared with providers like Nextiva and Ooma, Zoom Phone offers far more flexible and capable call handling. And unlike Google Voice or Vonage Mobile, it avoids the stripped-back feature sets that can hinder growing businesses. Overall, Zoom’s call management suite is robust, cleanly presented, and scalable, though contact centres or coaching-intensive teams may prefer platforms with deeper training tools built in.

Communication channels

Besides voice and calling, Zoom Phone delivers a solid multichannel communication offering, with standout performance also found across video, chat, and SMS.

What sets Zoom apart from many VoIP providers is its deep native integration with Zoom Meetings and Zoom Team Chat, making it especially attractive to businesses already using Zoom for collaboration. All channels are available to use and switch between in the Zoom Workspace (formerly known as Zoom One) application, creating a unified environment.

In testing, participants praised how intuitive it was to move between different communication modes. The interface design was consistently described as both “calming” and “professional,” and users particularly valued the contextual tools available within video meetings, such as embedded note-taking templates for one-on-ones or brainstorms.

zoom notes during a meeting voip in zoom phone
When in a video meeting you can make notes, which saves you opening up another window mid-conversation. Source: Expert Market

This functionality felt more native and integrated than similar setups in platforms like Google Voice or Dialpad, where tools are often housed in separate windows or apps.

Voicemail functionality is also available across all core Zoom Phone plans, including the entry-level Metered tier. When clicking on or playing any voicemail message, you see who has called, their number, when it was received, and a transcript of the call, which we found to be accurate to what was said in our testing.

Screenshot of Zoom voicemail transcription
In the top left corner, you can see the voicemail transcript Zoom generated, which was mistake-free. Source: Expert Market

Another tab you can find in the same section of the software is for SMS. Everything works as you’d expect, from creating a message to continuing a thread. You can select which number you want to send from easily, too.

zoom phone sms
SMS is extremely straightforward to use in Zoom, and we found no real complications. Source: Zoom

Businesses that need internal chat, persistent message threads, and light project coordination tools will also benefit from Zoom Team Chat, available when Zoom Phone is bundled with Zoom Workspace.

Competitors like RingCentral and 8×8 offer similar all-in-one messaging platforms out of the box, so there’s nothing particularly novel here, but Zoom’s approach is notably at a cheaper cost (as we’ll come to discuss in our pricing section).

For everyday multichannel communication then, especially voice and video, Zoom Phone is a clear, reliable, and comfortable option. It’s an ideal match for hybrid or remote teams that rely heavily on video collaboration, and for businesses looking to consolidate their tools without compromising core calling features.

Software integrations

Zoom Phone also performs decently well when it comes to software integrations, particularly with productivity platforms like Google Workspace and Microsoft 365. These connections make it easy for users to sync calendars, surface meeting links, and manage communications without jumping between tabs, something our testers found especially valuable during real-world scenarios.

Participants repeatedly highlighted the strength of Zoom’s Google integrations. One tester remarked, “I don’t feel like I’d have to have a window open for Gmail at all, or I wouldn’t have to have a window open for my calendar.” You simply go to your Zoom profile settings and find the calendar and contact integrations section to get this sorted.

This speaks to Zoom’s strength in unifying everyday tools into one interface, an area where it consistently outperformed simpler platforms like Ooma or Vonage, which lack this level of native integration.

zoom calendar integration
Integrating a calendar with Zoom shouldn't take more than a few clicks (unless you run into some issues like one of our testers did). Source: Zoom

However, during setup, some users noted some issues in this same area. One participant described a frustrating attempt to connect a calendar account: “I was clicking connect… nothing happened… clicked it again, nothing happened.” While these issues weren’t universal, they underscore that Zoom’s integration process may still require refinement, particularly for non-technical users.

Besides this, Zoom Phone also supports a growing library of other third-party integrations through its App Marketplace, covering CRM tools, helpdesk platforms, and analytics suites.

That said, it doesn’t quite match the breadth and polish of RingCentral or 8×8, which offer over 500+ and 75+ native tools, respectively, including embedded tools for sales and service teams.

zoom phone app library
Zoom's app library has a whopping 3,014 apps in total, including 309 for CRM. Source: Expert Market via Zoom website

Still, for many businesses, especially those operating within the Google and Microsoft ecosystem or using mainstream CRM providers, Zoom Phone has no major flaws in this area. Heavy-duty enterprise teams may get more advanced automation and CRM syncing from RingCentral, but Zoom’s integrations feel accessible, efficient, and well-suited to fast-moving SMBs.

Hardware compatibility

We also found Zoom Phone performed fairly strongly when it comes to hardware flexibility, offering one of the broadest ranges of supported desk phones, headsets, and appliances among VoIP providers. Businesses can choose from a wide variety of certified devices, including models from Poly, Yealink, Cisco, and AudioCodes. All of those are said to integrate smoothly with Zoom’s provisioning portal.

This makes Zoom particularly appealing to businesses upgrading from legacy PBX (Private Branch Exchange) systems, or those with hybrid working models that require a mix of office and remote setups. It also benefits IT teams, who can roll out pre-configured hardware with minimal manual setup, especially when using Zoom’s zero-touch provisioning for certified IP (Internet Protocol) phones.

Unlike some competitors that push their own branded hardware, such as 8×8 or Vonage, where proprietary phones can sometimes limit choice, Zoom is seemingly hardware-agnostic. This openness should allow for better value and flexibility over time.

zoom phone support guidance for device compatibility
Zoom Phone device compatibility is detailed in its support documents. Source: Zoom

That said, Zoom Phone’s hardware management tools aren’t quite as advanced as those offered by RingCentral, which includes more granular device analytics and firmware update automation at the admin level. For large enterprises managing hundreds of endpoints, that level of control could be critical.

Zoom’s wide hardware compatibility and device provisioning features should still make it an easy and scalable solution for many, though, from a single office setup to supporting a distributed team.

Reporting and analytics

Reporting is one of the few areas where Zoom Phone underdelivers, particularly for managers or IT leads who need quick insights into team activity. While basic call logs and usage metrics are available across all plans, the format and depth of the analytics tools lag behind those offered by competitors like RingCentral, 8×8, and Nextiva.

During testing, participants flagged the reporting dashboard as difficult to interpret. One remarked, “The format and layout are not easily digestible, and it’s difficult to distinguish who, when, and what sort of calls were made at a glance.”

Unlike platforms such as 8×8 Work or RingCentral, which provide customizable filters, real-time visual dashboards, and agent-level breakdowns, Zoom’s reporting felt overly static and lacked key visualizations.

zoom dashboard for admins analytics page with two graphs
Zoom's Dashboard for Admins is one option to get some data-driven insights, but you can't seemingly find this in the Zoom Workspace app. Source: Zoom.

This limitation is consistent across plans, including Global Select. As a result, businesses that need more granular oversight of call volumes, durations, missed calls, and user-level performance may find Zoom’s tools too limited.

That said, Zoom does provide API access for custom reporting, and integration with tools like Salesforce or Power BI can help plug the gaps, though that requires technical setup. You can also get its Power Pack add-on for deeper analytics.

Ultimately, Zoom Phone is more communication-first than insight-first. It’s highly usable on the front end, but organizations with heavy reporting needs or formal KPIs should weigh whether additional tooling is needed.

Security and compliance

We found, as you might expect of a provider with as big of a global standing as Zoom, that Zoom Phone delivers strong security credentials, performing among the best in our evaluations for businesses of all sizes.

All calls are encrypted by default, with support for Transport Layer Security (TLS) 1.2 and Advanced Encryption Standard (AES) 256-bit encryption, meeting the standard expected by enterprise-grade communication platforms. The system also offers secure voicemail and voicemail transcription, and supports role-based access controls (RBAC), helping admins restrict feature access by user type or department.

zoom security credentials
Zoom has various security credentials to boast around security, safety and regulatory compliance. Source: Zoom

Zoom’s security infrastructure benefits from its broader ecosystem: features like multi-factor authentication (MFA), automatic call recording retention controls, and admin-level data visibility are drawn from Zoom’s enterprise-grade backbone. Compliance-wise, Zoom Phone supports key standards, including:

  • HIPAA (Health Insurance Portability and Accountability Act) for healthcare-related communications (available for eligible accounts)
  • GDPR (General Data Protection Regulation) for businesses handling EU-based data
  • SOC 2 Type II (System and Organization Controls), which verifies Zoom’s internal controls for security, availability, and confidentiality.

RingCentral and 8×8 offer similarly strong encryption and compliance frameworks, but Zoom holds its own, too, especially for businesses already using Zoom Meetings or Zoom Workspace, where identity and access controls are already integrated.

Where Zoom may fall short for more security-sensitive buyers is in the lack of native granular logging and alerting tools, which are more commonly found in dedicated contact centre platforms.

Get fast, customized quotes for your business with our free quote service
Does Your Team Have a VoIP System?
Just answer a few questions – it only takes a minute

Zoom Phone Review: Pricing Plans Explained

Zoom Phone offers three primary US VoIP plans: Metered, Regional (US & Canada) Unlimited, and Global Select. There are also two bundle options (Pro Plus and Business Plus) under the Zoom Workplace suite.

Each caters to varying call volumes, business sizes, and collaboration needs. Below, we compare them side-by-side so you can see what each offers for what price.

Pricing and feature comparison

PlanMonthly cost (per user)Key features
MeteredFrom $10Pay-as-you-go calling
Business SMS/MMS
Unlimited internal calling
Auto-attendant & call routing
Voicemail & basic call logs
Integrations with Google Workspace & Microsoft 365
Regional UnlimitedFrom $15Unlimited calling within the US & Canada
All Metered plan features
Call recording
Voicemail transcription
Emergency calling (E911)
Access to Zoom App Marketplace
Global SelectFrom $20Unlimited calling in 40+ countries
All Regional Unlimited features
International number porting
Multi-site management
Device provisioning
CRM and enterprise integrations

Metered plan

Zoom’s Metered plan starts at $10 per user per month, offering a pay-per-minute model for external calls, as well as unlimited internal calling and features such as voicemail and auto-attendants.

Calling costs in the US start at around $0.03 per minute, so any more than eight minutes of calling per user, per day

  • Strengths: Best for teams with low external call volume. The visual design and integration (e.g., Google/Microsoft) make it feel more polished and functional than budget alternatives.
  • Limitations: Per-minute costs can escalate if usage grows, ultimately costing more than the Regional Unlimited plan if average calling exceeds roughly five hours monthly

Regional (US & Canada) Unlimited plan

At $15/user/month, this plan adds unlimited domestic calls, call recording, voicemail transcription, and emergency calling (E911).

  • Strengths: Ideal for most remote or hybrid teams needing both voice and messaging. In our testing, it outperformed comparable mid-tier offerings in interface clarity and usability.
  • Limitations: Reporting remains basic, lacking the rich visuals and filters seen in competitors like RingCentral.

Global Select plan

Priced at $20/user/month, it delivers unlimited domestic calling in one of over 48 countries, plus international number porting and wider global support.

That’s quite a unique proposition, as most other VoIPs provide unlimited calling to a select number of countries, rather than allow you to choose a new base altogether (although Zoom does let you do that too, via an add-on).

  • Strengths: Great choice for internationally distributed teams who need seamless global communications.
  • Limitations: Analytics tools are still limited, and device management is less robust than some competitors. Local phone service varies by selected country.

Are there any add-ons for Zoom Phone?

Yes, there are three add-ons for Zoom Phone:

  • Zoom Phone Power Pack: $25/month or $300/year. Better call queue analytics and historical insights for call center teams.
  • Additional Phone Numbers: From $5/month or $60/year. Additional local, toll-free, or international premium numbers.
  • International Calling: $10/month or $120/year. Unlimited international calling to more than 15 countries and regions (note that this is different from Global Select, which allows you to select a base call location besides your geographical one).

Are there any Zoom Phone bundles with other Zoom tools?

Yes, Zoom Phone offers two main bundles, complemented by Zoom’s Workplace software (formerly known as Zoom One).

Pro Plus bundle

This bundle combines Regional Unlimited Phone with the Workplace Pro suite for $18.33/user/month.

  • Strengths: Delivers an excellent value for SMBs that rely on video meetings, AI features, chat, and file sharing alongside calls.
  • Limitations: Designed for smaller teams; higher tiers may be needed for more advanced admin needs.

Business Plus bundle

At $22.49/user/month, this includes all Pro Plus offerings plus advanced analytics, visitor management, and phone support.

  • Strengths: Well-positioned for mid-sized companies seeking deeper insights and support.
  • Limitations: Requires a 10-user minimum; analytics still aren’t as granular as specialized platforms.

It’s worth noting that there are also plentiful add-ons for Zoom Workplace, including large meetings for 1,000 people or cloud storage, though we won’t be covering them here.

Get fast, customized quotes for your business with our free quote service
Does Your Team Have a VoIP System?
Just answer a few questions – it only takes a minute

Zoom Phone Review: Customer support

Zoom Phone provides reliable but relatively basic customer support, with access varying by plan.

All users receive 24/7 web ticketing and AI chatbot support. However, live chat and phone support are only guaranteed at higher tiers or when bundled with Zoom Workplace Business Plus. This puts it behind providers like RingCentral and Nextiva, which include direct phone support and onboarding assistance as standard across more plans.

zoom phone customer support variability
Customer support with Zoom is tiered, unlike a lot of VoIP providers. Source: Expert Market via Zoom website

While Zoom’s help centre is extensive and well-organized, offering guides, tutorials, and community forums, it’s not a reliable avenue for solving urgent issues as and when needed.

Still, in our testing, users appreciated the ease of onboarding overall, even if Zoom also lacks a structured training environment. Unlike competitors such as Nextiva and RingCentral, which offer onboarding webinars, admin training, or tailored success programs, Zoom Phone assumes a more self-service approach. This is fine for smaller teams with internal tech support, but may prove limiting for growing businesses onboarding multiple new users or locations.

In short, Zoom Phone’s support model is efficient but leans heavily on documentation. Businesses that value hands-on assistance, structured onboarding, or guaranteed live support will need to consider alternatives with more comprehensive service packages (or upgrade their Zoom plan accordingly).

zoom customer support page
The customer support page for Zoom has these options. Source: Expert Market via Zoom website

Zoom Phone Review: How Does Zoom Phone Compare With Other Phone Systems?

Zoom Phone is a strong all-rounder for businesses already in the Zoom ecosystem, but it’s not the only VoIP solution worth considering.

Depending on your priorities, whether it’s analytics, customer support, or built-in coaching tools, another provider may be a better strategic fit. Below is a table comparing its Regional Unlimited plan, best suited to medium-sized businesses, to other similar value alternatives, before we directly discuss two alternative providers at large.

Swipe right to see more
0 out of 0
Expert Rating
4.9
Expert Rating
4.6
Expert Rating
4.5
Expert Rating
4.4
Expert Rating
4.1
Expert Rating
4.1
Price

$25/user/month

Price

$15/user/month

Price

Custom

Price

$26/user/month

Price

$40/user/month

Price

$25/user/month

Domestic Calls

Unlimited inbound and outbound to US and Canada

Domestic Calls

Unlimited inbound and outbound to US and Canada

Domestic Calls

Unlimited inbound and outbound to US and Canada

Domestic Calls

Unlimited inbound and outbound to US and Canada

Domestic Calls

Unlimited inbound and outbound to US and Canada

Domestic Calls

Unlimited inbound and outbound to US and Canada

International Calls

Metered calls

International Calls

Metered calls

International Calls

Unlimited minutes to up to 48 countries

International Calls

Unlimited minutes to 50+ countries (depending on package)

International Calls

Metered calls

International Calls

Metered calls

Key Features
  • Video calls: 100 users
  • CRM integrations: 110+
  • Screening: Full suite
  • Training tools: Barge, whisper, analytics
  • Global minutes: US/CA only
Key Features
  • Video calls: 500 users
  • CRM integrations: 8+
  • Screening: Basic (caller ID/blocking)
  • Training tools: Full suite
  • Global minutes: US/CA only
Key Features
  • Video calls: 500 users
  • CRM integrations: 15+
  • Screening: Partial (no voicemail)
  • Training tools: Recording, analytics
  • Global minutes: 48 countries
Key Features
  • Video calls: 150 users
  • CRM: 9+
  • Screening: Partial (no auto-screening)
  • Training: Recording
  • Global minutes: 50+ countries (toll-free via add-on)
Key Features
  • Video calls: 200 users
  • CRM integrations: 11
  • Screening: Full suite
  • Training tools: Recording, analytics
  • Global minutes: US/CA only
Key Features
  • Video calls: 150 users
  • CRM integrations: 5+
  • Screening: Full suite
  • Training tools: Recording, analytics
  • Global minutes: US/CA only
Compare Quotes Compare Quotes Compare Quotes Compare Quotes Compare Quotes Compare Quotes

RingCentral

Best for: Teams needing advanced call handling and deep CRM integrations

Why choose it over Zoom Phone

RingCentral’s Advanced and Ultra plans offer superior call management features out of the box, including listen, whisper, and barge tools for call coaching. That makes it a better choice than Zoom Phone for businesses with training or QA needs.

Its analytics dashboard is also far more detailed than Zoom’s, with real-time insights, agent-level filtering, and advanced compliance tools. Plus, it has superb AI tools like live transcription and sentiment analysis, which haven’t been developed as far in Zoom Phone at present.

Where Zoom does better

We’d argue Zoom offers a simpler interface, a lower entry price, and stronger video meeting tools. For businesses prioritizing usability and internal collaboration over granular oversight, Zoom is more intuitive and cost-effective.

sharing a file in RingCentral
You can simply drag and drop a file, say a patient or client document, into a chat message using RingCentral and send it to other team members. Source: RingCentral

Nextiva

Best for: Businesses that want to manage customer interactions across voice, SMS, and social media from one platform

Why choose it over Zoom Phone

Nextiva stands out for its built-in social media messaging capabilities. Businesses can handle conversations from channels like Facebook, Instagram, and WhatsApp directly within the platform. That’s something Zoom Phone doesn’t currently support (nor many other VoIP providers). This makes Nextiva especially well-suited to customer-facing teams in retail, hospitality, or service sectors that rely on omnichannel engagement.

Where Zoom does better

Zoom offers a more streamlined experience for internal communications, with integrated video meetings, native calendar syncing, and a cleaner interface that testers found easier to navigate. It’s also more competitively priced for teams that don’t need social messaging tools, as Nextiva will cost around $60/user/month for those social media tools.

nextiva digital channels customization
You can select exactly what channels you see on your dashboard within your Nextiva settings. Source: Expert Market via Nextiva website
Gather personalized quotes from the best business VoIP providers
Do You Already Have a Business Phone System?
Just answer a few questions – it only takes a minute
Verdict

Zoom Phone is one of the most user-friendly VoIP systems we’ve tested, particularly for teams already using Zoom Meetings or working in hybrid environments. Its clean interface, strong Google and Microsoft integrations, and flexible pricing plans make it a smart fit for small to midsize businesses that want reliable voice functionality without unnecessary complexity.

The Metered and Regional Unlimited plans offer excellent value for US-based teams, while the Global Select tier expands that appeal to international offices. Zoom also shines in hardware compatibility and ease of adoption, with minimal onboarding friction and a calming, well-organized interface that users genuinely enjoy navigating.

That said, businesses with more advanced needs may find better solutions in competitors like RingCentral and 8×8 Work (both for coaching tools, improved analytics, and wider integrations), or Nextiva (for social media engagement).

Not certain which option is best suited to your team? Our free quote comparison tool can do all the work for you. Answer a few questions, and we’ll match you up with the right phone system providers for your needs, who will provide tailored, obligation-free quotes for you to compare.

Written by:
Matt Reed is a Senior Communications and Logistics Expert at Expert Market. Adept at evaluating products, he focuses mainly on assessing fleet management and business communication software. Matt began his career in technology publishing with Expert Reviews, where he spent several years putting the latest audio-related products and releases through their paces, revealing his findings in transparent, in-depth articles and guides. Holding a Master’s degree in Journalism from City, University of London, Matt is no stranger to diving into challenging topics and summarising them into practical, helpful information.
Reviewed by:
James draws on more than four years experience as a researcher to offer specialized advice on a wide range of categories from CRM to fleet management. He believes all businesses can grow if they use the right tools and services.