Zoom Phone vs Phone.com: Which one is the best for your business?

#1 Manage Your Office Calls

Business communication systems with multi-device support

Apart from a desk phone, zoom Phone services can be accessed through desktop apps for Windows and MAC devices.

ZoomPhone and Phone.com have similar interfaces for office calling.

Apart from supported desk phones, Phone.com subscribers can also use a desktop app to communicate.

#2 Manage Your Calls On The Go

Android and iOS apps that keep you connected

Easy-to-use apps for Android and iOS devices can be used to make and receive calls with Zoom Phone.

Both ZoomPhone and Phone.com subscribers can use a smartphone app for Android and iOS devices to stay connected.

#3 Auto-attendant

Both service providers offer easy call routing through IVR menus

Unlimited auto attendants and customized IVR menus make it easy for Zoom Phone inbound calls to be routed in the shortest time.

ZoomPhone and Phone.com have similar call routing capabilities.

Incoming calls are routed to different departments based on IVR menu responses.

#4 Greetings Management

Both Zoom Phone and phone,com users can record custom messages

Zoom Phone greetings and hold messages for incoming calls can be customized by businesses. Or, you can choose an option from the audio library.

1. Click on Call Handling from the Settings menu

2. Browse through messages in the audio library or upload a new recorded message

The ability to create custom greetings is a common feature between ZoomPhone and Phone.com plans.

Greetings can be customized by using the text to voice feature or uploading a recorded message.

Step 1: Go to Settings and then choose the Voicemail tab.

Step 2: If you have a recorded message, you can upload the file or type text for the text to speech option.

#5 Call Tracking

Easier live call monitoring by Zoom Phone

Calls made and received through dedicated phone lines, shared line groups or common phones can be monitored by Account administrators. Zoom Phone call monitoring services include live call listening, call whispering, call barging and call takeovers.

Call monitoring is an important differentiator between ZoomPhone and Phone.com subscriptions.

The Phone.com Basic plan allows users to forward or transfer calls to other agents/ supervisors or add a supervisor to ongoing calls. Supervisors can also access call logs to assess agent productivity. In the case of calls forwarded to voicemail, subscribers get email notifications. Supervisors can also maintain moderator controls for all calls.

To improve customer service and maintain high quality control, the Plus plan includes access to transcribed voicemail messages through email. This makes it easier to prioritize follow-ups.

Pro plan subscribers can study detailed call analytics to identify the busiest hours and the most productive agents. In addition, incoming calls can be routed to agents based on the results of these analytics, the caller’s identity and the time of the call. Calls can also be recorded and analyzed at a later date.

#6 Call Recording

Inbuilt call recording options with Zoom Phone give it an advantage over Phone.com

All calls made and received by Zoom Phone can be monitored in real time or recorded for later analysis. This includes calls made by common phones, shared line groups and other interfaces. The feature is disabled by default but can be manually enabled. Supervisors can listen to calls as they happen, whisper to agents without the other person’s knowledge, convert calls into conference calls and take over calls if required. Each call can be monitored only by 1 agent. Calls that a supervisor cannot monitor in real time can be recorded.

While ZoomPhone includes call recording in all plans, Phone.com offers limited access.

Call recording is included only in the Pro plan, Basic and Plus plan subscribers can avail of this service by paying an additional $8 each month.

#7 Call Billing

Audience location determines which plan offers more value for money

The Pay-As-You-Go plan or the Zoom Phone Metered plan allows subscribers to make calls to 150+ countries and bills these calls on usage. Calls are billed at a location-specific per minute rate and differ for calls made to landline and mobile numbers. Calls to landline numbers in Germany are billed at a per minute rate of $0.0353 while calls to mobile numbers are billed at $0.1434 per minute.

Unlimited plan subscribers can make unlimited calls to numbers in the USA and Canada. Other calls are billed at a per minute rate. 19 other countries can be included in the unlimited calling option by purchasing an add-on pack.

Though limited, the inclusion of 500 minutes of domestic calling in all plans gives Phone.com an edge over ZoomPhone.

The Phone.com Basic plan is inclusive of 500 minutes of calls to numbers in the USA and parts of Canada. Beyond this, calls are billed at $0.039 per minute rate. The Plus and Pro plans take away this limit and include unlimited calling to the same locations. International calls are billed at location-specific per-minute rates for all subscribers.

#8 Activation

Quick and easy setup by both VoIP service providers

Zoom Phone subscribers can set up new accounts on the Zoom Phone website. Existing numbers can be ported to the system or businesses can get new numbers. Once the account is created, users can make and receive calls through desk phones or applications for smartphones and desktops. Businesses that prefer using desk phones can get such a device from the Zoom Phone website or from desk phone retailers.

ZoomPhone and Phone.com have similar account creation processes.

The Phone.com desktop application or website can be used to set up a new account. Next, administrators can add, define and manage user roles from the admin dashboard. Agents can make and receive calls through smartphone/desktop applications, browser extensions and a range of pre-provisioned, ready-to-use VoIP phones. You can use your own deskphone if it supports Phone.com services or buy a new device from the control panel.