Zoom Phone Review & Rating 2026

Your company is in the market for a new phone system and Zoom Phone is one of the options on your radar, but you’re wondering what the reviews and ratings actually look like.

In this video, I give you my full Zoom Phone review and rating for 2026, breaking down every major category on a ten point scale including service quality, pricing, features, integrations, and more.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Your company is in the market for a new phone system and Zoom Phone is one of the options on your radar — but you’re wondering what the reviews and ratings are actually like.
In this video, I give you my full Zoom Phone review and rating for 2026, breaking down every major category on a ten point scale so you can decide if it’s the right fit for your company.
Want a demo and quote on Zoom Phone? Ask me today.

My Recommendation

If you’d like a demo or a quote on Zoom Phone, don’t contact them directly — contact me. I will get you better pricing and set you up with a better sales rep than if you call on your own. I’ll make sure you get a great demo, a great rep, and great pricing, and it won’t cost you anything to work with me. The service providers like Zoom pay my broker fee. I’m a broker for all the major service providers out there, so I’ll also give you recommendations on competitive providers you should compare side by side with Zoom. Send me an email or give me a call at 714.593.0011. Join the thousands of other companies that have used me to help their company make a better decision in a fraction of the time. Also don’t forget to subscribe to the YouTube channel and go check out AeroComInc.com — you can filter providers by features, read reviews, write reviews, and watch videos on all of them.

Is Zoom Phone a Good Fit for Your Company?

Before getting into the ratings, here are a few signs your company might be a great fit for Zoom Phone right out of the gate.

First, if your employees already use Zoom heavily for meetings and conferencing, that familiarity gives Zoom Phone a head start on adoption.

Second, if your company wants extra features like SMS and MMS texting, customized call reporting, call recording, or some call center functionality, Zoom Phone covers all of that.

Third, if your company has a small call center and wants real time analytics without paying for full call center software, Zoom Phone has a unique product for that.

And lastly, if you want unlimited call recording storage or real time call queue analytics through their Customer Engagement Pack — formerly Power Pack — Zoom Phone has competitive advantages in both of those areas that most other providers simply don’t offer.

My Zoom Phone Review: 9.0 out of 10 for 2026

I review cloud phone system vendors on a ten point scale across the categories that matter most to medium to large size companies. My overall rating for Zoom Phone in 2026 is a 9.0 out of 10 — up one tenth of a point from last year. Here’s how I broke it down.

Service Quality: 9 out of 10

Out of all the medium to large size customers I have on Zoom Phone, I have never had a single one complain about an outage. Not one. I’m not saying outages don’t exist, but I check in with my customers regularly and it has never come up. I should probably give them a ten, but after 20 years in the telecom industry I have a hard time giving any provider a perfect score on reliability. That said, nine out of ten is a very strong score.

Customer Service: 9 out of 10

Same story here. I have not had a single customer come back to me with a complaint about Zoom Phone customer service — no unresolved support issues, no billing problems, nothing. I give them a nine out of ten because level one support with any telecom company is never a guaranteed perfect experience, but my customers have had zero issues.

Five Year Viability: 10 out of 10

This one is important. If you switch phone systems and the vendor gets acquired or goes under within a couple years, your platform gets grandfathered — no new features, no development, and eventually you have to rip and replace the whole thing again. Zoom Phone gets a ten out of ten here. They are one of the largest cloud phone system providers in the world by revenue and user count, and they have been investing in their phone system product aggressively. Companies that invest that heavily in a product are not walking away from it anytime soon.

Features: 9 out of 10

Zoom has done a great job keeping up with and in many areas leading the competition on features. In the last year they launched a new AI analytics product built for sales teams — talk to listen ratios, patience intervals, filler word tracking, agent smart cards, and deep call analytics. They are also adding more contact center features into their base phone system product, which is genuinely rare in this industry.

Where They Fall Short

There are two features Zoom does not have yet. First, the ability to provision phone numbers that appear as mobile numbers on caller ID — useful for outbound sales teams whose customers are more likely to pick up a mobile number. Second, one to many SMS and MMS broadcasting for marketing campaigns or mass customer notifications. Both are on Zoom’s roadmap, but they are not available today. That is why features land at nine out of ten instead of a perfect score.

User Experience: 10 out of 10

Not a single customer has told me their users struggled with the Zoom app. Part of that is because a lot of people already know Zoom from the pandemic era, so the interface is not foreign to them. Beyond familiarity, it is genuinely intuitive — easy to navigate, easy on the eyes, and logically organized. Ten out of ten.

Admin Experience: 9 out of 10

The admin portal is very intuitive and well organized, and Zoom keeps improving how they lay it out as they add more features. The reason I give them a nine instead of a ten is because there are so many customization options that it can become a bit of a rabbit hole for admins who want to fine tune everything. That is not necessarily a bad thing, but it keeps it from a perfect score.

Pricing: 9 out of 10

Zoom is one of the most aggressively priced cloud phone systems on the market, and the pricing advantage goes beyond just the license fee. Most providers charge a cost recovery fee of around $3.99 per user per month and an E911 fee of around $0.99 per user per month. Zoom does not charge either of those. That is a $5 per user per month cost advantage before licensing is even factored in. Zoom also has a contract buyout program — if your company still has time remaining on an existing contract, Zoom will in many cases give you free service until that contract expires. They also offer equipment credits and free months of service for larger deployments. Nine out of ten — there are always cheaper options, but you get what you pay for, and Zoom delivers strong value at their price point.

Global Availability: 10 out of 10

Zoom built one of the largest global networks in the world through their conferencing product and that infrastructure carries over into Zoom Phone. You will have a very hard time finding a cloud phone system provider with a bigger global footprint. Ten out of ten.

Integrations: 8 out of 10

Zoom has an open API and pre-built plug and play integrations with Salesforce, HubSpot, NetSuite, ServiceNow, Zendesk, Dynamics 365, Teams, and most of the other major platforms. The reason I give them an eight instead of a nine or ten is that while Zoom has solid integrations across the board, they do not have a standout niche integration with any single platform. Some providers are known for having the best Salesforce integration or the best HubSpot integration in the industry — Zoom is not that for any one platform, but they are solid across all of them.

Hardware: 7 out of 10

Zoom does not sell or lease hardware directly, and that is the main reason for the lower score. That said, their hardware policies are flexible — they work well with most IP desk phones and headsets from major brands like Yealink and Poly, as long as they are within the last five years or so. They do not lock you into proprietary firmware the way some providers do. They also have programs to provide free months of service to offset hardware costs for medium to large size companies making the switch from an on-premise system.

Final Score: 9.0 out of 10

Zoom Phone is one of the best cloud phone systems on the market for medium to large size companies in 2026 — and that score is up from last year. That said, take this rating and customize it for your company. If global availability is not relevant to you, take it out. If admin experience matters more than average to your team, weight it higher. Apply the rating to your specific situation.

If your company has 25 or more users and you are looking into Zoom Phone, do not call them directly. Send me an email or give me a call at 714.593.0011. I will get you better pricing, a better sales rep, and a better demo than going direct. And I might also recommend a couple of Zoom’s competitors worth comparing side by side depending on your requirements. Join the thousands of other companies that have used me to help their company make a better decision in a fraction of the time. Don’t forget to subscribe to the YouTube channel and check out AeroComInc.com. Thanks for watching — I’ll catch you on the next one.