Pros & Cons
- Mature, robust, and powerful suite of collaboration tools
- Top-tier plans deliver telephony at a relatively low cost
- Lowest plan is free for life and has a rich feature set
- Free plan does not include telephony features
- Telephony is only available on the two top tiers
- Bottom 3 plans are simply Zoom Meetings plans without any telephony options
Plans & Pricing
Zoom has always had a very flexible and scalable pricing plan for its services, and Zoom One is no different. Zoom One has five tiers. The first three, Basic, Pro, and Business, deliver the basic Zoom videoconferencing that we’ve all come to know and love, with varying levels of service. The two highest tiers, the Business Plus, and Enterprise plans, deliver even more options for your videoconferencing needs, while also providing integrated telephony services.
Like most of Zoom’s services, the Basic tier is free, and delivers a single meeting license, up to 100 meeting participants, and a 40-minute meeting duration limit. The Pro tier allows for meeting durations of up to 30 hours, and adds up to nine meeting licenses, meaning that multiple users can act as admins on a videoconference, but cannot host more than one meeting at a time.
The Business tier increases the number of participants to 300 while providing the capability of having up to 99 licensed users, each able to initiate meetings. Up to two separate meetings can be initiated at any one time.
The Business Plus and Enterprise tiers add telephony capabilities with a feature-rich set of VoIP capabilities, delivered on physical VoIP desk phones and on native Windows, macOS, Linux, iOS, and Android telephony apps. The Enterprise tier also allows 500 or even up to 1000 participants in a Zoom meeting, with over 250 licensed admins.
All of the above, include Zoom’s easy-to-use interface with all of its advanced features, including screen sharing, breakout rooms, virtual backgrounds, private and group chats, and TLS and AES-256 military-grade encryption. And if what the above packages offer is not just what you need, Zoom delivers a whole series of optional add-ons that can be purchased as needed, including extra cloud storage, unlimited concurrently editable whiteboards, large meetings, Zoom translated Captions, Zoom Phone Power Pack for call center support, as well as Premier Support services for those extra demanding clients.
One thing to keep in mind here is that it seems that the Basic, Pro, and Business plans are very similar (if not identical) to the regular Zoom Meetings plans, while the Business Plus and the Enterprise plans are simply the Business plan with the added bonus of telephony features. It almost seems like the Zoom Meetings and Zoom Phone have simply been smooshed together into a range of plans. However, keep in mind that the upper two tiers are only available as business plans rather than services for individuals.
Zoom has become a household name, so much so that it is even being used as a verb. This is a testament to Zoom’s success in bringing people together through videoconferencing, especially during the enforcement of the most severe social distancing measures due to the recent pandemic. Zoom is now going one step further in delivering a complete collaboration solution in the form of Zoom One. Zoom One is a unified solution for meetings, telephony, team chat, shared whiteboard, and much more, ideal for any size organization, from very small businesses to the largest of enterprises.
Features and Functionality
Zoom One primarily delivers videoconferencing services, and as mentioned above, only the top two tiers, namely the Business Pro and Enterprise plans, deliver VoIP phone features. The capabilities we will focus on here will be those provided chiefly within the phone features.
Zoom One telephony features include all of the most advanced VoIP capabilities you’ve come to expect from the most sophisticated VoIP providers. These include unlimited internal and outbound calling, HD call quality, toll-free numbers, voicemail with transcription capabilities, auto attendant and IVR, and many more. Some of the most useful features include:
- Industry-leading High-Definition call quality – Zoom One provides active noise cancellation, echo cancellation, and keyboard typing suppression, using advanced lighting fast algorithms that deliver crystal clear audio for both telephony and videoconferencing.
- Seamless integration with Zoom meetings – You can participate in a Zoom meeting right from your telephone extension without entering meeting IDs and passwords.
- Voicemail with transcription capabilities – Get your voicemails in the form of text via your mobile and/or desktop app, or directly to your email address.
- Call handoff between devices – Now you can handoff your call from your desk phone to your mobile app if you have to leave, or from your mobile app to your desktop app as soon as you get to the office, for a more comfortable communication experience.
- Call recording services – Automatic and manual call recording services with transcriptions are available.
Showcased feature – Zoom Phone Power Pack
As an additional feature, starting at $25/mo/user, the Zoom Phone Power Pack is designated for call center supervisors, managers, and receptionists. It delivers enhanced call queue analytics as well as historical call insights. Providing an expanded contacts window, it helps to streamline call handling and make the tasks of high-call-volume employees easier to manage.
Ease of Use
Zoom is notorious for the simplicity of its services. Much like its videoconferencing software, Zoom One is simple to use from a user’s perspective as well as from an administrator’s. The desktop and mobile apps are downloadable and installable without needing ICT expertise. Usage is also uncomplicated, and most features are quite self-explanatory and ergonomic. Users have reported very few difficulties in setting up and using the service, and admins have also stated that the management of the system is a snap.
Zoom has a very well-developed support structure delivering support in different ways. These include the Help Center, which is a knowledge base with all the information necessary to get started and deal with the most common problems. Then there’s the trouble ticketing system, live chat, and support via telephone. These options are made available for different plans. The free Basic plan only offers access to the Help Center, while the Pro offers trouble ticketing and live chat options. At the same time, the top three tiers have trouble ticketing, live chat, and telephone support available. The help center is generally very responsive in all available communication channels.
Zoom has one of the most comprehensive and well-designed support services for all levels of users as well as licensed administrators. In the vast majority of cases, a tutorial video, an FAQ, or even some community answers on the forum are enough to resolve most trouble tickets and issues. But even if that’s not the case, Zoom’s technical staff is ready to respond to text chats, trouble tickets, telephone calls, or even video chats for those higher-paying customers. Zoom’s support services are among the best in the industry.
24/7 Help & SupportZoom provides you with 24/7 support
Phone SupportPhone support for the top three tiers
Live Online ChatLive text chat and ticketing support for all paid plans
Video TutorialsExtensive library of video tutorials in the Zoom Learning Center
FAQComprehensive FAQ section
BlogFreely available blog and community forum
For most people, Zoom need not be introduced as something new. However, Zoom One is a full collaboration service that includes VoIP-based telephony, essentially providing organizations with an all-in-one product delivering virtually all of the communication tools that any enterprise employee could need. Telephony is included only in the top two tiers, which is probably the one main concern for those primarily interested in leveraging Zoom’s telephony features.
Even so, the cost of these upper tiers is not prohibitive compared to many other advanced VoIP providers, and they are very reasonable. So having such a vast set of videoconferencing features at your fingertips with associated collaboration tools and a world-class VoIP service all in (Zoom) One, seems to me a great deal.