Cloud Telephony (VoIP & Cloud PBX)
Zoom Phone
Rest of world Report an error0–5 in half steps. 5 means the rubric's top anchor is met on the evidence.
by Zoom Communications, Inc. · www.zoom.com
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Zoom Phone at a glance
- Vendor
- Zoom Communications, Inc.
- Headquarters
- Not stated on the vendor’s pages as of 5 Nov 2026
- Data hosting
- Not stated on the vendor’s pages as of 5 Nov 2026
- Free plan
- Not stated on the vendor’s pages as of 5 Nov 2026
- Starting price
- “Zoom Phone-Abos ab 20,24 € /Monat/Benutzer” (vendor’s words) source, captured 5 Nov 2026
- Panel verdict
- The AI panel rates Zoom Phone 3/5, the mean of 6 judges. Calling and routing scores 7 across the bench: multi-level auto receptionists, call queues with distribution and overflow rules, number porting, recording with transcription, and emergency-calling pages covering registered locations and nomadic detection. how scores are made
- As of
- Vendor pages captured 5 Nov 2026; evaluated by the panel 5 Nov 2026. all sources
Read this page as one judge. Each weighs the same scores by what they care about.
The panel's verdict
Calling and routing scores 7 across the bench: multi-level auto receptionists, call queues with distribution and overflow rules, number porting, recording with transcription, and emergency-calling pages covering registered locations and nomadic detection. Network and compliance scores 6-7, backed by an ISO 27001:2022 certificate issued 17 February 2026 naming Zoom Phone in scope, BSI C5, SOC 2 Type 2, a 99.999% uptime SLA with Zoom Node local survivability, and SIP over TLS 1.2 with AES 256-bit encryption. The contact center scores split 6-7 — judges crediting included AI call summaries, live transcription and the €23 AI receptionist score above those citing missing callback, dialer and reporting evidence. Sovereignty is the weakness, scored 1-3: the contracting entity is Zoom Communications, Inc. of San Jose, California, with an EU representative in Cork; hosting is stated only as remote data centres; subprocessors appear as unnamed categories; and we found no public information on data residency, a data processing agreement, or where recordings are stored. Pricing transparency scores 5-7: euro per-user prices and add-ons are public, though the pages give different figures for Business Plus.
Speaks for it
- Calling and routing scored 7 across the bench on porting, multi-level auto receptionists and queues with automatic distribution and overflow rules
- An ISO 27001:2022 certificate issued 17 February 2026 names Zoom Phone in its scope, independently audited, with BSI C5 and SOC 2 Type 2 also listed
- A 99.999% uptime SLA is paired with local survivability through Zoom Node devices for internet or cloud outages
- Microsoft Teams is covered three ways — an embedded Zoom app at no additional cost, a Direct Routing add-on and Operator Connect with no SBC to maintain
- Per-user euro prices are public, including Global Select Metered at €15.18 per user per month billed annually excluding VAT, with add-ons itemised from €4.65 per month
Held against it
- Sovereignty is the weakest criterion, scored 1 to 3, with a US contracting entity and no stated hosting country
- Subprocessors are described only as vendor categories for infrastructure, support and payments, with no named list of locations
- We found no public information on a published data processing agreement, on data residency, or on where call recordings and AI transcripts are hosted
- The captured pages give different figures for the Business Plus plan, 22,54 € and €26.68 per user per month
- We found no public information on porting costs, device prices, set-up fees or international per-minute rates, and pricing above 50 licenses is on request
Best for
- You are migrating a PBX to the cloud and need inbound call handling — auto receptionists, queues with overflow rules and number porting — where calling and routing scored 7 across the bench
- Your procurement audits certifications before signing — an ISO 27001:2022 certificate naming Zoom Phone in scope, plus BSI C5 and SOC 2 Type 2, is published
- Your organisation standardises on Microsoft Teams — embedded Zoom calling at no additional cost, Direct Routing and Operator Connect are all documented
- You run Avaya or Mitel today and want a staged move — hybrid deployment with those named systems is documented
Avoid if
- Your compliance review requires EU data residency or a published data processing agreement — the contracting entity is Zoom Communications, Inc. of San Jose, California, and hosting is stated only as remote data centres
- You must budget the full first year before committing — plans are billed annually as a single upfront charge, and we found no public information on porting, device or set-up costs
- You need more than 50 licenses at a published price — pricing above 50 licenses is on request
The scores
| Criterion | Panel median |
|---|---|
| Calling, numbers & call routing | 3.5 of 5 |
| Apps, desk phones & Microsoft Teams | 3 of 5 |
| Call centre, analytics & AI | 3 of 5 |
| CRM integration, API & administration | 3 of 5 |
| Reliability, call security & telecoms compliance | 3.5 of 5 |
| European sovereignty | 1 of 5 |
| Pricing transparency | 3 of 5 |
Calling, numbers & call routing
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How this is scored
What the phone system does with a call: local geographic numbers in the customer's own area code and in other countries, number blocks and porting of existing numbers, extensions, IVR menus, queues, ring groups and hunt groups, time-based and holiday routing, call forwarding and transfer, voicemail to email, fax to email, conference calls, call recording, call park and pickup, busy lamp fields, caller ID per user or team, and emergency calls (110 and 112) with the caller's location.
0 — Places no phone calls on the public telephone network; a chat or meeting tool with internal calling only.
3 — Phone numbers and extensions with forwarding and voicemail; IVR, queues, time-based routing and porting are basic or not described.
5 — Local numbers in the customer's area code with porting documented, IVR menus, queues and ring groups, time-based and holiday routing, voicemail to email, call transfer and pickup, call recording, fax or fax to email, and emergency calling described.
8 — Number blocks and international numbers in many countries, a visual call flow editor, skills or priority routing, call park and busy lamp fields, recording rules per user or queue with consent announcements, emergency calls with a registered location per user or site, and the porting process and its timelines documented.
10 — Call handling a large multi-site company runs on: every feature above with number provisioning and porting by API, routing by caller data from the CRM, location-aware emergency calling for home offices, and the full feature set documented per plan with its limits.
The Office Manager
Porting our existing numbers is documented as a service, the multi-level auto receptionist, call queues with overflow rules, voicemail transcription with notification, call recording, online fax and routing by business hours and timezone cover our tax-deadline weeks, and emergency calls with registered locations are described in detail. Local and toll-free numbers across more than fifty countries including Germany, call park and warm transfers go further. We found no public information on the porting process with its timelines or on busy lamp fields, which matters when the carrier switches our thirty-year-old number off on a fixed date. 1 3 11 12 19
The IT Administrator
Multi-level auto attendants, call queues with automatic distribution and overflow rules, business-hours routing by time zone, blind and warm transfer, call park, voicemail with transcription, recording, online fax and number porting are all documented, with local, toll-free and national numbers across dozens of countries including Germany. Emergency calling is documented down to registered locations per user, a prompt when calling from an unregistered location, and routing to a 24/7 emergency call centre when no address is detected. We found no public information on porting timelines, number blocks or a visual call-flow editor. 3 11 12 19
The Contact Centre Lead
The captured pages show local, toll-free and national numbers across dozens of countries, porting of existing numbers, an unlimited multi-level auto receptionist, call queues with automatic distribution and overflow rules, time-of-day routing, blind and warm transfer, call park, shared line groups, recording with transcription, online fax, and an unusually detailed emergency-calling section with registered locations and nomadic location detection for remote users. That is a broad, production-ready routing stack; we found no public information on the porting process and its timelines, busy lamp fields or a visual call flow editor, which keeps it short of the highest level. 3 11 12 19
The Inside Sales Lead
Local numbers and local PSTN are documented for Germany, Austria and Switzerland with porting offered, plus multi-level auto attendants, queues with automatic distribution and overflow rules, business-hours routing, warm and blind transfer, call park, voicemail with transcription, fax, and ad-hoc or always-on recording. Emergency calling with a registered location per user, nomadic location detection and a 24/7 emergency call centre fallback is described in detail; we found no public information on porting timelines, number blocks or busy-lamp fields. 3 11 12 19
The Data Protection Officer
Local numbers in more than 40 countries, porting of existing numbers, an unlimited multi-level auto receptionist, queues with automatic distribution and overflow rules, time-of-day and time-zone routing, voicemail with transcription, domestic fax, blind and warm transfer, call park and ad hoc or always-on recording with transcription are all documented, and the emergency-calling pages treat registered locations per user, nomadic detection and home offices in real detail. We found no public information on a visual call-flow editor, number blocks, busy-lamp fields, recording consent announcements or porting timelines — and the consent announcement is exactly what a practice needs before a patient call is recorded. 1 3 11 12 19
The Skeptic
Unlimited multi-level auto receptionists, call queues with overflow rules, time-of-day routing, call park, blind and warm transfer, ad-hoc and always-on recording with transcription, voicemail transcription, fax, and local, toll-free and freephone numbers in up to 56 countries are all documented, with a detailed E911 notice covering registered locations and nomadic location detection. What stops it short of the top: we found no public information on porting timelines, busy lamp fields, a visual call flow editor, or number provisioning and porting by API. 11 3 12 19 1
Apps, desk phones & Microsoft Teams
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How this is scored
Where the calls are made and taken: desktop and mobile softphone apps, a browser client, presence, desk phones and DECT handsets from named makers (Yealink, Snom, Gigaset, Poly, Cisco) provisioned automatically, devices for sale or rent, the mobile phone as an extension with the company number shown, fixed-mobile convergence, Microsoft Teams calling through Direct Routing or Operator Connect, headset support, and the apps' ratings and update notes.
0 — No app and no device support; calls only through hardware the customer configures by hand.
3 — A softphone or mobile app; desk phones, Teams calling and the company number on mobile are basic or not described.
5 — Desktop, mobile and browser apps with presence, desk phones from named makers provisioned automatically, the company number shown on outgoing mobile calls, call handover between devices, and a Microsoft Teams integration or connector.
8 — A list of supported desk and DECT phones with auto-provisioning documented, devices sold or rented, Microsoft Teams calling through Direct Routing or Operator Connect with certification stated, fixed-mobile convergence with a SIM or mobile network, and app features documented per platform.
10 — Every endpoint a workforce uses, managed from one place: desk, DECT, mobile, browser and Teams with feature parity stated, device fleet management and firmware updates from the portal, and the app's accessibility and offline behaviour documented.
The Office Manager
Calls run from apps on Windows, macOS, iOS and Android with presence and handover between office phone, computer and smartphone, our desk phones stay supported through compatibility with phones from leading makers and provisioning via the admin portal, and Microsoft Teams is documented three ways — the Teams app, Direct Routing as an add-on, and Operator Connect. We found no public information on a browser client, the company number shown on outgoing mobile calls, fixed-mobile convergence with a SIM, or the desk-phone makers by name. 11 12 13 14
The IT Administrator
Calls run on Windows, macOS, iOS and Android with presence, and move between desk phone, computer and smartphone without interruption; standard desk phones are assigned and provisioned through the admin portal, though we found no public information naming specific desk phone models or DECT handsets. Microsoft Teams is covered in depth: an embedded Zoom app, Direct Routing as an add-on with the native Teams dialer, and Operator Connect with no SBC to maintain. We found no public information on a browser client, device sales or rental, or fixed-mobile convergence. 11 12 13 14
The Contact Centre Lead
Calls run on desktop and mobile apps for Windows, macOS, iOS and Android with presence and handover between devices, desk phones from leading makers are assigned and provisioned through the admin portal, and the Teams story is strong: a free Zoom app inside Teams, a Direct Routing add-on and Operator Connect, with presence sync between Teams and the phone system. The phone makers are not named, and we found no public information on a browser client, DECT handsets or fixed-mobile convergence, so this sits a notch below the advanced level. 11 12 13 14
The Inside Sales Lead
Desktop and mobile apps for Windows, macOS, iOS and Android come with presence and calls hand over between desk phone, computer and mobile, and desk phones from leading makers are provisioned through the admin portal, though the makers themselves are not named. Microsoft Teams is covered three ways — the Zoom for Teams app at no extra cost, a Direct Routing add-on and Operator Connect; we found no public information on DECT handsets, device prices, or the company number being shown on outgoing mobile calls. 11 12 13 14 16
The Data Protection Officer
One application covers meetings, phone and chat on Windows, macOS, iOS and Android, calls move between office phone, computer, smartphone and tablet, and desk phones the pages describe only as being from leading manufacturers are provisioned and managed through the admin portal. Microsoft Teams is served three ways — an embedded Zoom app at no extra cost, a Direct Routing add-on and Operator Connect — with presence synchronised between the two. We found no public information on a browser client, fixed-mobile convergence, handset purchase or rental prices, or app ratings. 2 11 12 13 14
The Skeptic
Windows, macOS, iOS and Android apps with presence, calls across office phone, computer, smartphone and tablet with handover between devices, and desk phones of 'leading makers' provisioned through the admin portal are documented; Microsoft Teams is covered two ways at no stated extra cost — the Teams app and the Direct Routing add-on plus Operator Connect. The makers are never named, and we found no public information on device prices, fixed-mobile convergence or app ratings. 11 12 13 14 2
Call centre, analytics & AI
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How this is scored
How a team that lives on the phone is run: ACD queues with skills and priorities, agent states and wrap-up time, a wallboard, live monitoring with listen, whisper and barge, callbacks instead of waiting, outbound and power dialers, call statistics and reports per agent and queue, missed-call handling, AI transcription, summaries and sentiment, an AI receptionist or voicebot, and SMS or WhatsApp beside calls.
0 — No queues or call statistics of any kind; calls ring until someone answers.
3 — A simple queue and a call history; agent states, live monitoring, reports and AI features are basic or not described.
5 — Queues with agent log-in and log-out, wrap-up time, a wallboard or live view, call statistics per agent and queue, missed-call lists with callback, call recording for coaching, and AI transcription or summaries offered.
8 — Skills-based routing, listen, whisper and barge, callback in queue, outbound or power dialers, scheduled and exportable reports, AI transcription, summaries and sentiment with the languages listed, an AI receptionist or voicebot, and SMS or messaging channels beside calls.
10 — A contact centre that replaces a separate suite: workforce management and quality scoring, omnichannel routing, real-time AI coaching, and every AI feature documented with its model provider, data handling and an opt-out.
The Office Manager
Queues with automatic call distribution and overflow rules, supervisors listening in, barging in or taking over, hold music, analytics dashboards and call detail reports are documented, and the AI receptionist that greets callers, answers questions, books appointments and routes calls is priced with a trial for existing customers. We found no public information on callbacks from the queue, outbound or power dialers, agent wrap-up time, a wallboard or scheduled exportable reports, so I cannot judge how it would run a larger phone team. 1 11 15 16
The IT Administrator
Queues with automatic distribution and overflow, a persistent awareness window with analytics and team SMS, silent monitoring with barge-in and takeover, and call detail dashboards are documented, alongside AI call summaries, live transcription and a 24/7 AI receptionist that books appointments, routes callers and handles SMS in 10+ languages. Skills-based and omnichannel routing appear on the contact-centre pages that the phone product integrates with. We found no public information on wrap-up time, callback in queue, outbound dialers or scheduled exportable reports. 11 14 15 16
The Contact Centre Lead
For my Monday queue of forty: call queues carry automatic distribution and overflow rules, supervisors can silently listen, barge in and take over a call, the Power Pack gives helpdesk staff a permanent awareness window with analytics and team SMS, and a paid Engagement Pack adds queue analytics and historical insights. AI is strong — call summaries with action items and live transcription included at no extra cost, plus a 24/7 AI receptionist handling English, Spanish and ten-plus languages. We found no public information on callbacks offered in queue, a power dialer, wrap-up time, whisper coaching or scheduled exportable reports, and per-agent per-hour reporting granularity is not described, which holds this below the top level. 6 11 14 15 16
The Inside Sales Lead
Queues with automatic distribution and overflow rules, silent monitoring with barge-in and call takeover, an analytics and reporting add-on for queue teams, AI call summaries with live transcription included in paid plans, a 24/7 AI receptionist that books appointments, and SMS alongside calls are all documented. As someone who runs an outbound team, we found no public information on a power dialer, callbacks, agent states, wrap-up time or a wallboard. 6 11 14 16
The Data Protection Officer
Call queues with automatic distribution and overflow rules, silent monitoring with barge-in and takeover, dashboards and queue analytics, team SMS, and AI call summaries with live transcription are documented, and the AI receptionist that books appointments and routes callers is described with its languages — English, Spanish and 10 or more. Skills-based routing strategies appear on the contact-centre pages alongside omnichannel routing across email, voice, SMS and web chat. We found no public information on outbound or power dialers, in-queue callback, wrap-up time, agent states, or which AI model writes the transcripts and where it processes them — the question I ask before any call is recorded. 11 14 15 16
The Skeptic
Silent monitoring, barge-in and takeover plus a Power Pack with analytics and team SMS sit on the phone side, an AI receptionist is documented with its languages, SMS and appointment booking, and the contact-centre pages describe skills-based routing with email, voice, SMS and web chat channels. We found no public information on agent states and wrap-up time, callback in queue, outbound or power dialers, or exportable scheduled reports. 11 15 16 6
CRM integration, API & administration
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How this is scored
How the phone system fits the company: integrations with CRM and helpdesk tools (Salesforce, HubSpot, Pipedrive, Zendesk, Microsoft Dynamics) with click-to-call, caller pop-ups and automatic call logging, a documented REST API and webhooks for call events, SIP trunks for an existing PBX and bring-your-own-carrier, an admin portal with roles, single sign-on (SAML) and SCIM, two-factor authentication, multi-site and multi-company set-up, bulk user import, audit logs, and partner or reseller accounts.
0 — No integrations and no administration beyond one login per number.
3 — A web portal to manage users and numbers and one or two integrations; the API, roles and SSO are basic or not described.
5 — Integrations with the common CRM and helpdesk tools with click-to-call and call logging, a documented REST API and webhooks, an admin portal with roles, two-factor authentication, several sites in one account, and SIP trunking or a connection to an existing PBX.
8 — Caller pop-ups and call data written to the CRM record, an API covering users, numbers, routing and call records, single sign-on (SAML) and SCIM provisioning, audit logs, bulk import and templates, partner or reseller accounts with sub-customers, and SIP trunks documented for named PBX systems.
10 — Administration that scales across many sites and companies: every setting reachable by API with parity stated, granular roles per site and team, SSO enforced with SCIM, audit logs exportable to a SIEM, and a partner portal with white-label and separate billing.
The Office Manager
CRM connections with click-to-call, automatic call logging and a customer interaction view, plus Slack, Outlook and hybrid operation with Avaya and Mitel are documented, and the admin portal handles provisioning and devices with single sign-on and multi-factor authentication; existing voice lines can be redirected into the cloud as bring-your-own-carrier. The APIs shown reach the auto receptionist, call queues, shared line groups and click-to-call, but that page directs buyers to contact sales, and we found no public information on webhooks, SCIM provisioning, audit logs or partner accounts. 7 11 17 18
The IT Administrator
CRM integrations with click-to-call and automatic call logging are documented, single sign-on is offered, and the API is documented down to concrete objects: auto receptionists, call queues with overflow rules, shared line groups with phone number assignments, and click-to-call. Existing trunks can be brought in via bring-your-own-carrier, and Avaya and Mitel are named for hybrid deployment. We found no public information on SCIM provisioning from Entra ID, webhooks, admin roles, audit logs, bulk import or partner accounts. 4 11 17 18
The Contact Centre Lead
CRM integrations are documented with click-to-call, automatic call logging and a customer interaction view, plug-and-play helpdesk integrations are free, existing Avaya and Mitel systems can run hybrid, bring-your-own-carrier is supported, and the phone APIs cover auto receptionists, call queues, shared line groups and click-to-call. Single sign-on and multi-factor authentication are listed with central global administration; we found no public information on SCIM provisioning, audit logs, bulk import or partner accounts, and the API page itself steers buyers to contact sales. 4 11 17 18
The Inside Sales Lead
Click-to-call and automatic call logging with leading CRM platforms are documented, the phone APIs cover auto receptionists, call queues, shared line groups and click-to-call, single sign-on and multi-factor authentication exist, and you can keep your own carrier or run hybrid with Avaya and Mitel — a named-PBX story I rarely see. We found no public information naming HubSpot specifically, nor on SCIM provisioning, audit logs, webhooks or partner accounts. 4 7 11 17 18
The Data Protection Officer
CRM integrations with click-to-call, automatic call logging and a customer interaction view are documented, alongside a Salesforce integration, Slack, an Outlook plug-in, single sign-on, two-factor authentication, an admin portal with device management, bring-your-own-carrier, and hybrid connections to Avaya and Mitel by name. The documented APIs cover auto receptionists, call queues, shared line groups and click-to-call. We found no public information on webhooks, SCIM provisioning, audit logs, bulk user import, granular roles or partner accounts. 4 5 7 11 17 18
The Skeptic
CRM integrations with click-to-call and automatic call logging, hybrid connections to named Avaya and Mitel systems, bring-your-own-carrier, an admin portal with SSO and two-factor authentication, and phone APIs for auto receptionists, queues and shared line groups are documented. We found no public information on SAML or SCIM specifics, webhooks, audit logs, bulk user import, or partner and reseller accounts. 17 18 11 7 4
Reliability, call security & telecoms compliance
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How this is scored
Whether the service holds on a bad day and in an audit: redundant data centres and carrier connections, a stated availability or SLA with credits, the vendor's own public status page and incident history, call quality measures (codecs, quality monitoring), encryption of signalling and media (TLS and SRTP), registration as a telecoms provider with the national regulator (Bundesnetzagentur or its EU equivalent), the secrecy of telecommunications, recording consent and retention, emergency call handling for remote users, fraud protection against toll fraud, and security certifications such as ISO 27001.
0 — Nothing on availability, security or the provider's status as a telecoms operator.
3 — A claim of high availability or "German data centres"; encryption, the SLA, the status page and regulatory status are basic or not described.
5 — Redundant data centres named by country, a public status page, TLS and SRTP encryption offered, the provider's registration with the national regulator or the carrier behind the numbers stated, a stated availability, and call recording rules described.
8 — An SLA with credits published, the incident history public, encryption on by default with the protocols documented, ISO 27001 or comparable certification with its scope, toll fraud protection and spending limits, emergency calls from softphones and home offices documented, and retention of recordings and call records stated.
10 — Carrier-grade operation evidenced: geo-redundant platforms with failover tested and published, end-to-end encryption options, independent audits (ISO 27001, BSI C5 or SOC 2) with reports available, and the regulatory and lawful-interception obligations explained in plain language.
The Office Manager
A 99.999 percent availability guarantee, local survivability via Zoom Node devices when the internet link to the cloud fails, encryption with SIP over TLS and AES 256-bit, and an ISO 27001:2022 certificate whose published scope names Zoom Phone and whose audit was performed by an independent third party — with SOC 2 and BSI C5 also listed — is more assurance paperwork than I expected. Emergency calling for home offices with location detection and prompts to update the registered location is described honestly, including its limits during power and internet outages. We found no public information on a public status page with incident history, service credits for outages, or registration with the German telecoms regulator. 1 11 12 19 20
The IT Administrator
A 99.999% uptime commitment, SIP over TLS 1.2 with AES 256-bit encryption, and local survivability through Zoom Node devices during cloud outages are documented, and the ISO 27001:2022 certification is published with a scope naming Zoom Phone, a Statement of Applicability and an independent auditor, beside BSI C5 and SOC 2 Type 2. Emergency calling for remote users is described in detail: network-based location detection, prompts to update the registered location, and routing to a 24/7 emergency call centre when no address is detected. We found no public information on SLA credits, a public status page or incident history, registration with the Bundesnetzagentur, or toll-fraud protection and spending limits. 1 10 11 12 19 20
The Contact Centre Lead
Certification evidence is unusually strong: ISO 27001:2022 audited by an independent third party with a published scope that names Zoom Phone, alongside BSI C5, SOC 2 Type 2 and many more, plus SIP over TLS 1.2 with AES 256-bit encryption, a stated 99.999% uptime SLA, local survivability through Zoom Node devices, and thorough emergency rules for remote users with registered locations and network-based location detection. We found no public information on SLA credits, a public status page or incident history, registration with the German telecoms regulator, toll fraud protection or stated retention periods for recordings and call records. 1 10 12 19 20
The Inside Sales Lead
A 99.999 percent uptime SLA is stated, and the ISO 27001:2022 certificate issued in February 2026 names Zoom Phone in its scope with the certificate and statement of applicability available, alongside SOC 2 Type 2, BSI C5 and GDPR pages; encryption is documented as SIP over TLS 1.2 with AES 256-bit. Emergency calling for remote and home-office users is explained in detail; we found no public information on SLA credits, a public status page, registration with the Bundesnetzagentur, or toll-fraud spending limits. 1 10 12 19 20
The Data Protection Officer
A 99.999% uptime SLA, SIP over TLS 1.2 with AES 256-bit, and an ISO 27001:2022 certificate issued 17 February 2026, third-party audited with Zoom Phone in scope and the certificate documents available, are serious — and the emergency-calling pages on registered locations, nomadic detection and home-office limits are the most thorough I have read. We found no public information on SLA credits, a public status page, SRTP, encryption on by default, toll-fraud protection, registration with a telecoms regulator, or a concrete retention period for recordings and call records. The privacy policy keeps personal data only for as long as necessary, which is not a period a practice can audit against. 1 8 9 12 19 20
The Skeptic
A 99.999% uptime SLA with local survivability through Zoom Node, encryption documented as SIP over TLS 1.2 and AES 256-bit, and an ISO 27001:2022 certification naming Zoom Phone in scope, third-party audited, with certificate and statement of applicability available — that is real, checkable paperwork, and BSI C5 and SOC 2 Type 2 are listed too. But we found no public information on what the SLA pays when the platform is down, a public status page or incident history, or registration with the German telecoms regulator. 1 12 19 20 10
European sovereignty
panel opinion
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How this is scored
Who the contracting entity and the parent company are, where call records, voicemails, recordings, transcripts, contacts and account data are stored and processed, which carriers carry the calls, and who the subprocessors are (hosting, carriers and number providers, SMS gateways, AI transcription and summary models, email delivery, support and payment tools). Independently sourced by the sovereignty pipeline. International numbers and carriers needed to reach other countries are part of what the product does and are not counted against it; where the data is stored and who processes it is. A self-hosted phone system the customer runs on its own European servers counts as the customer's chain, whatever the vendor's seat.
0 — Non-EU vendor and contracting entity, hosting unstated, subprocessors unnamed, and no data processing agreement offered.
3 — A privacy policy and a data processing agreement exist, but hosting location is unstated or non-EU and the subprocessors are not listed.
5 — EU hosting available and an EU contracting entity or EU representative, but parts of the chain (AI transcription, SMS, support, payment) run through non-EU providers without a stated safeguard.
8 — EU hosting on named infrastructure, EU contracting entity, subprocessors listed with their locations, a data processing agreement published, and security certifications (ISO 27001, SOC 2) stated — or a self-hosted edition documented that keeps every record on the customer's own servers.
10 — Sovereign end to end and evidenced: European ownership, entity, hosting, carriers and every subprocessor including the AI models, or a self-hosted edition with no call home, data export and deletion documented, and certifications published with their scope rather than implied.
The Office Manager
The contract sits with Zoom Communications, Inc. of San Jose, California, with an EU data protection representative in Cork — for a Hanover tax office that means call records, voicemails and transcripts belong with a US company. A detailed privacy policy and GDPR compliance pages exist, and the vendor states it does not use customer communication content to train AI models. We found no public information on where call data is stored or processed, and subprocessors appear only as categories such as infrastructure, support and payment processing rather than a named list with locations. 8 9 10
The IT Administrator
The contracting entity is Zoom Communications, Inc. of San Jose, California, with an EU representative named in Cork and a UK representative in London. The privacy statement names service providers only by purpose — infrastructure, support, payment — without a list of names and locations, and we found no public information on where call records, recordings and transcripts are hosted, or on a published data processing agreement. Multi-region storage and media control appear only as a Business Plus extra without a stated region. 6 8 9
The Contact Centre Lead
The contracting entity is Zoom Communications, Inc. of San Jose, California, with an EU representative in Cork named in the privacy policy, but the captured pages state no hosting country — only hosting in remote data centres and a multi-region storage option as a plan extra — and the service providers behind infrastructure and payments are described without names or locations. We found no public information on EU hosting, a published data processing agreement or a listed subprocessor set, so the European evidence does not go beyond a named representative under a US contracting chain. 2 6 8 9
The Inside Sales Lead
The contracting entity is Zoom Communications, Inc. of San Jose, with an EU representative in Cork and a UK representative named in the privacy policy, and subprocessors are described only generically as external service providers for infrastructure, support and payments plus the affiliate Zoom Voice Communications. We found no public information on where call records, recordings or AI transcripts are hosted, nor on a published data processing agreement — a real gap for a German buyer. 8 9
The Data Protection Officer
The contracting entity is Zoom Communications, Inc. of San Jose, USA, with an EU representative in Cork and a UK representative in London; hosting is described only as secure remote data centres with no country named, and subprocessors appear as generic vendor categories rather than a list with locations. We found no public information on a published data processing agreement, on where call recordings, transcripts and account data are stored, or on which AI model writes the call summaries and where it processes. The commitment not to train AI on customer communication content and the certification library are welcome, but they do not answer the questions my practices' patients would ask. 2 8 9 10 20
The Skeptic
The contracting entity is Zoom Communications, Inc. of San Jose, California, and the captured pages list subprocessors only as unnamed vendor categories plus the US affiliate Zoom Voice Communications; we found no public information on where call records, voicemails, recordings and transcripts are stored, which carriers carry the calls, or a published data processing agreement. GDPR support pages and EU/UK representatives in Cork and London exist, but a representative is not a hosting location. 8 9 10
Pricing transparency
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How this is scored
Whether a buyer can compute the real annual cost from public pages alone: price per user or extension and per plan, what numbers, number blocks and porting cost, which calls are included in a flat rate (landline, mobile, international) and what the rest cost per minute, which features (call centre, recording, AI, CRM integrations, Teams calling) cost extra, device prices or rent, set-up fees, minimum term and notice period, and VAT.
0 — No public prices at all; every customer is a sales call or a partner quote.
3 — A starting price per user exists, but what numbers, minutes, porting and add-ons cost is unclear.
5 — Plans are public with their price per user and main inclusions, but at least one commonly needed piece (number blocks, porting, international minutes, call centre seats, AI or recording) is unpriced or "on request".
8 — Every plan priced publicly with its scaling rule, a per-minute price list for calls outside the flat rate, numbers, porting and devices priced, add-ons priced, set-up fees, minimum term and VAT treatment stated.
10 — Complete price computability: annual cost derivable for a given number of users, numbers, sites and call minutes, with every add-on, device, porting and support fee and the cancellation and number-export terms published.
The Office Manager
Plan prices are public and quoted exactly — Global Select Metered at €15.18 per user per month billed annually excluding VAT, additional numbers at €4.65 per month, the international calling add-on at €9.30 — and VAT treatment, the thirty-day notice before renewal and the annual upfront billing are disclosed, though the captured pages give different figures for the Business Plus plan. Even so, the partners could not compute our real annual cost from these pages: we found no public information on porting costs, the per-minute tariffs for international calls are only referenced, above fifty licences it says contact us, and no desk-phone prices or set-up fees appear. 1 6 8 14
The IT Administrator
Per-user prices are public for the phone plans and bundles with license bands (from 20,24 € per user per month; Pro Plus 18,86 €; Global Select Metered 15,18 €, excluding VAT), additional numbers cost 4,65 € per month, and add-ons such as international calling, the Customer Engagement Pack and cloud storage are each priced, with annual upfront billing, VAT treatment and the thirty-day cancellation notice stated. The captured pages give different figures for Business Plus (22,54 € versus 26,68 € per user per month) and for the unlimited-calling country count. We found no public information on porting costs, device prices, set-up fees or the per-minute rates for calls outside the flat rate, and pricing above 50 licenses is by contacting sales. 1 6 8 14 16
The Contact Centre Lead
Per-user prices are public across several plans — for example €15.18 for Global Select Metered, €22.66 for Pro + Global Select and €26.68 for Business Plus, each billed annually and excluding VAT — and add-ons are itemised: additional numbers at €4.65 per month, the Customer Engagement Pack at €23.25 per month, international calling at €9.30 per month, and the AI receptionist at €23 with 100 included minutes a month and from $0.25 per minute, billed annually, plus the cost of Zoom Phone. VAT treatment, annual upfront billing, auto-renewal with 30-day notice and the non-refundable rule are all stated; porting and device prices and a general per-minute rate list for international calls are not on the public pages we read, and Enterprise pricing above 50 licenses is only on request. 1 6 8 14 16
The Inside Sales Lead
Per-user plan prices in euros are public, add-ons are priced (additional numbers at €4.65 per month, international calling at €9.30 per month, the engagement pack at €23.25 per month, the AI receptionist at €23 with 100 voice minutes), and VAT exclusion, annual upfront billing and the 30-day renewal notice are all stated. Enterprise pricing above 50 licenses is on request, the international per-minute tariffs are only referenced rather than shown, and porting, devices and setup fees are unpriced on the captured pages, which also give different figures for the Business Plus plan (22,54 € and 26,68 € per user per month). 1 6 8 14 16
The Data Protection Officer
Plans are public in euro with VAT treatment stated — Global Select Metered at €15.18 per user per month, the Pro + Global Select bundle at €22.66, and add-ons priced individually from additional numbers at €4.65 per month to the Customer Engagement Pack at €23.25 per month — though the captured pages give different figures for Business Plus (€26.68 on the pricing page, 22,54 € elsewhere) and a starting price of 20,24 € per user per month. Annual upfront billing and a thirty-day renewal notice are stated. We found no public prices for number porting, desk phones or set-up, no per-minute list for international calls beyond a reference to the rates, and pricing above 50 licenses is on request. 1 6 14 16
The Skeptic
Per-user prices are public for several plans — Phone plus Workplace Basic at 14,72 € per user per month, Global Select Metered at €15.18, Pro Plus at 18,86 € — with priced add-ons such as additional numbers at €4.65 per month, international calling at €9.30 per month and the Customer Engagement Pack at €23.25 per month, and VAT exclusion, auto-renewal with 30-day notice and non-refundable terms all stated. But the captured pages give different figures for Business Plus (22,54 € and €26.68), monthly rates are display-only on annual upfront billing, and we found no public information on porting costs, device prices, set-up fees or an international per-minute price list beyond the metered 'Starting at $0.25 /minute'. 6 1 14 8 16
European sovereignty — proven facts
0 of 6 dimensions provenBuilt only from facts shown on the vendor's own pages. A dimension we could not prove is left open, not scored as zero.
| Legal entity | Not determined | — | uncited Report an error |
|---|---|---|---|
| Hosting location | Not determined | — | uncited Report an error |
| Hosting options | Not determined | — | uncited Report an error |
| Open source | Not determined | — | uncited Report an error |
| Data processing agreement | Not determined | — | uncited Report an error |
| Transfer impact assessment | Not determined | — | uncited Report an error |
Questions about Zoom Phone
Is Zoom Phone European?
No. whats-best.ai classifies Zoom Phone as Rest of world.
Where does Zoom Phone store data?
Not stated on the vendor’s pages as of 5 Nov 2026.
Does Zoom Phone have a free plan?
Not stated on the vendor’s pages as of 5 Nov 2026.
What are the best alternatives to Zoom Phone?
As of 6 Nov 2026, the panel rates Placetel (3.5/5), RingCentral RingEX (3/5) and Aircall (3/5) highest among the other 13 Cloud Telephony (VoIP & Cloud PBX) products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is Placetel (EU origin, foreign-owned). Ratings are the AI panel’s opinion, formed from public evidence: how scores are made. The full list, with European products first: Zoom Phone alternatives.
Where this could be wrong
- Evidence ages. The oldest capture behind this page is from 5 Nov 2026. Vendors change pricing and policies without notice; every fact reflects its source as of the capture date shown in the registry.
- AI can misread a source. Extraction and judgement are automated; a citation guarantees traceability, not infallibility. If something here is wrong, say so — no account needed, every report is decided within 5 business days, and accepted corrections are published.
What we left out
A claim that does not survive our checks costs us the claim, not the page. This is what was taken off this one.
- 20 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 9 compliance facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 6 pricing facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 4 integrations facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 3 support facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 1 legal fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material. Know more? Tell us
Sources (20)
The pages every claim on this page was read from — each one checked, dated, and kept verifiable.
- 1 Vendor homepage (product page) www.zoom.com Checked 5 Nov 2026 Details →
- 2 Features page (cloud PBX) www.zoom.com Checked 5 Nov 2026 Details →
- 3 Features page (countries and numbers) www.zoom.com Checked 5 Nov 2026 Details →
- 4 Integrations page www.zoom.com Checked 5 Nov 2026 Details →
- 5 Features page (API) www.zoom.com Checked 5 Nov 2026 Details →
- 6 Pricing page zoom.us Checked 5 Nov 2026 Details →
- 7 Security / trust page www.zoom.com Checked 5 Nov 2026 Details →
- 8 Terms of service www.zoom.com Checked 5 Nov 2026 Details →
- 9 Privacy policy www.zoom.com Checked 5 Nov 2026 Details →
- 10 Legal compliance (dpa and transfers) www.zoom.com Checked 5 Nov 2026 Details →
- 11 Calling, numbers & call routing — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 12 Calling, numbers & call routing — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 13 Apps, desk phones & Microsoft Teams — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 14 Apps, desk phones & Microsoft Teams — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 15 Call centre, analytics & AI — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 16 Call centre, analytics & AI — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 17 CRM integration, API & administration — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 18 CRM integration, API & administration — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 19 Reliability, call security & telecoms compliance — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
- 20 Reliability, call security & telecoms compliance — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →