Do you recommend Zoom Phone for our office? | Community
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F
Newcomer
fyariel
Newcomer
February 20, 2024
Solved

Do you recommend Zoom Phone for our office?

  • February 20, 2024
  • 4 replies
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We want to replace our archaic traditional landlines with VoIP Zoom. Do you recommend zoom over Vonage or others? 8-10 users in a law office.

Best answer by rn-zm

hi fyariel,

 

in my humble opinion, both zoom and vonage are excellent providers of business phone services.

 

zoom phone definitely works.  there are about 7 million paid zoom phone seats and about 95 customers with 10,000 and over seats each. 

 

over a year ago, i helped along with zoom professional services implement zoom phone for a community bank with 400 users, over 30 branches and located in two states.  after more than one year, no complaints and bank is delighted.

 

because zoom and vonage use the internet to carry outgoing and incoming calls, network readiness is extremely important.  internet connection should be tested for packet loss, jitter, latency, download speed and upload speed.

 

i helped a small dental practice (5 users) to implement zoom phone.  the first thing i did was to test the practice's internet connection.  it was not good in terms of speed, packet loss, latency, and jitter.  the practice had its IT support company replace its ancient forewall and router and had its internet service provider increase the internet bandwidth in terms of both download speed and upload speed.  Tested again and results showed no packet loss, minimal jitter and acceptable latency.  once this was accomplished, it took about 30 minutes to set up zoom phone.  absolutely no issues for more than one year.

 

thanks, eliot


Hey @fyariel hoping @Eliot or @Otourist's feedback on ZoomPhone can help determine next steps for your organization's use of Zoom Phone. Aside from negative or positive customer experiences, could you please explain why your organization decides to stop use of Zoom Phone, as well as any general feedback you have about Zoom Phone that you'd like to see improved? When contacting sales about Zoom Phone, we can address any questions or concerns you may have and provide the best setup for your organization. I hope this was helpful! Let us know if you have any other questions for the community!

4 replies

O
Newcomer
Otourist
Newcomer
February 25, 2024

No, I wouldn't recommend. We've had problems ever since we made the switch with calls not connecting. Support was useless, compounded by the time difference meaning it took 24 hours to ask and receive an update. Despite inviting Zoom to call us so they could experience the problem for themselves, no one ever did. They keep blaming other things like our internet connection but I think that's just bluster. At the end of the day the phone system just doesn't work.

    R
    Community Manager
    rn-zm
    Community Manager
    February 27, 2024

    Hi @Otourist welcome to the community! I was able to locate your ticket and apologize for the experience you had with our Zoom Support agent regarding what we determined to be the issue. We are determined to resolve your issue as we continue to gather information for your support case in order to resolve this and avoid any future hiccups when using Zoom Phone for your organization, as well as improve your experience. It appears that we were requesting a problem report from you to further investigate from our end; however, in order to make progress and pinpoint the issue, we would need those reports escalated for further investigation. We apologize for not being able to resolve this for you; please do not hesitate to let me know if there is anything else we can do to assist you.

    O
    Newcomer
    Otourist
    Newcomer
    February 27, 2024

    You closed my ticket because I hadn't replied in a certain timescale, however this was over the Christmas break when our office was closed. To raise the issue again I would have had to open a new ticket and it became too difficult to to even find the ticketing system on your website to bother. Bear in mind that the original ticket had been open since October, so nearly 3 months. I gave you numerous problem reports. The biggest problem was that the agent dealing with my case only ever read half the message. He must have had a problem looking further than the first 2 lines. I don't know how many times I had to repeat information. I still don't understand why someone didn't try calling so they could experience the issue for themselves which would have surely narrowed down the potential causes. I still get the same problem now. It even happened again this morning.

      T
      Newcomer
      tlg113
      Newcomer
      February 27, 2024

      Take a look before you pass on this.  I've been managing phone systems and contact centers for 20 years.  
      We recently switched to Zoom and it was the smoothest conversion I have ever had. The end users love it, management of the system is easy.  I would say my only complaints are the lack of customization for the client, and it needs a little better integration from Phone to Contact center.  It would be nice if they had more options and let the end users be able to customize views and widgets  to make it easier for how they work.  Overall I would highly recoomend this system to anyone. 

        F
        Newcomer
        fyarielAuthor
        Newcomer
        February 27, 2024

        I wish there was a consulting company that was not vested in either of these services that we could consult with. 

        J
        Newcomer
        JamesIOH
        Newcomer
        March 30, 2025

        Simple answer NO.

        Basic feature of Queues should enhance client call handling, but poorly implemented and Zoom been aware of this for years and done nothing with it. Two simple fixes, but too big to care.

        1. User can be Offline, but Opt On for queue. So user sick for day and caller sits in zoom queue with no device actually ringing.

        2. Caller stuck in queue must wait for timeout as no exit code or ivr in Queues. Zoom support response "you're queue waittime should be shorter". 

         

        Both features available in call centre.

        Both issues show Zoom Phone for small to medium business is an afterthought for Zoom with no real care on making it coherent for typical small business use cases.

          N
          Explorer
          NorCal-IT
          Explorer
          April 22, 2025

          I believe Cooley, a law firm with thousands of attorneys and staff all over the world, use Zoom Phone. Many law firms use Zoom Phone in fact. I'm an IT Manager at a mid-sized law firm running an old Avaya Aura on prem PBX and seriously considering switching. We're in the middle of a pilot program right now with 12 or so users and everyone is loving it and there are lots of features and options. Plus, if you are on Zoom for video conferencing it's a no-brainer, just add the phone license on and presto voila, you have phone service. Grab a USB headset or certified phones on Zoom's approved hardware list and you are off to the races. You'll be in good company with much larger law firms already running Zoom Phone.  I think anyone halfway technical can figure it all out, but you may still want to hire some IT consultant to assist you. I can see the porting of numbers over or fine tuning all the various settings being a little tedious, so someone with experience will help out a lot.

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