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Cloud Telephony (VoIP & Cloud PBX)

Zoom Phone

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Panel rating · 6 judges · How to read the stars

Category median

Sovereignty: not determined

0–5 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: AI-assisted analysis on whats-best.ai Zoom Phone: AI-assisted analysis on whats-best.ai (dark)

Add ?theme=dark to the image address for dark backgrounds. The badge shows the category and the month of the latest evaluation, and EU-Made where that is the product’s provenance. It never shows a score.

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

Zoom Phone alternatives, European ones first →

Read this page as one judge. Each weighs the same scores by what they care about.

The Contact Centre Lead

Weighted verdict

Leads customer support for an online shop for bicycle parts, with eighteen agents in Leipzig and a hotline in German and English. On Mondays after a sale the queue reaches forty callers. Wants skills-based queues, a wallboard, callbacks instead of hold music, listen and whisper for training new agents, reports per agent and hour, and call summaries in the helpdesk without anyone typing them.

Same scores as the panel view — this lens weights them the way this judge cares.

Scored by The Contact Centre Lead

Panel median The Contact Centre Lead This judge’s scores over the panel median. Each label opens its reasoning below.
Scores per criterion, in stars out of 5
Criterion Panel median The Contact Centre Lead
Calling, numbers & call routing 3.5 of 5 3.5 of 5
Apps, desk phones & Microsoft Teams 3 of 5 3 of 5
Call centre, analytics & AI 3 of 5 3.5 of 5
CRM integration, API & administration 3 of 5 3 of 5
Reliability, call security & telecoms compliance 3.5 of 5 3.5 of 5
European sovereignty 1 of 5 1 of 5
Pricing transparency 3 of 5 3.5 of 5

Calling, numbers & call routing

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.

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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

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Apps, desk phones & Microsoft Teams

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.

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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

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Call centre, analytics & AI

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.

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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

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CRM integration, API & administration

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.

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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

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Reliability, call security & telecoms compliance

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.

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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

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European sovereignty

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.

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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

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Pricing transparency

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.

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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

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European sovereignty — proven facts

0 of 6 dimensions proven

Built only from facts shown on the vendor's own pages. A dimension we could not prove is left open, not scored as zero.

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

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.

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Sources (20)

The pages every claim on this page was read from — each one checked, dated, and kept verifiable.

  1. 1 Vendor homepage (product page) www.zoom.com Checked 5 Nov 2026 Details →
  2. 2 Features page (cloud PBX) www.zoom.com Checked 5 Nov 2026 Details →
  3. 3 Features page (countries and numbers) www.zoom.com Checked 5 Nov 2026 Details →
  4. 4 Integrations page www.zoom.com Checked 5 Nov 2026 Details →
  5. 5 Features page (API) www.zoom.com Checked 5 Nov 2026 Details →
  6. 6 Pricing page zoom.us Checked 5 Nov 2026 Details →
  7. 7 Security / trust page www.zoom.com Checked 5 Nov 2026 Details →
  8. 8 Terms of service www.zoom.com Checked 5 Nov 2026 Details →
  9. 9 Privacy policy www.zoom.com Checked 5 Nov 2026 Details →
  10. 10 Legal compliance (dpa and transfers) www.zoom.com Checked 5 Nov 2026 Details →
  11. 11 Calling, numbers & call routing — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  12. 12 Calling, numbers & call routing — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  13. 13 Apps, desk phones & Microsoft Teams — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  14. 14 Apps, desk phones & Microsoft Teams — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  15. 15 Call centre, analytics & AI — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  16. 16 Call centre, analytics & AI — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  17. 17 CRM integration, API & administration — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  18. 18 CRM integration, API & administration — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  19. 19 Reliability, call security & telecoms compliance — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →
  20. 20 Reliability, call security & telecoms compliance — found from sitemap www.zoom.com Checked 5 Nov 2026 Details →