Zoom Phone Review: Features That Need Improvement

As a user of Zoom Phone, I've had a positive overall experience with the platform's features and functionality. However, there are a few areas where I think improvements could be made to enhance the user experience.

One feature that would be beneficial is the ability for incoming calls to display information about the caller, such as how they reached out (e.g., voicemail or call log) and what tree they went through. Currently, voicemails and call logs don't show up in the native Lightning Case feed, but rather appear as tasks. This can make it difficult to quickly track and respond to calls.

Another area for improvement is the Salesforce integration. While I appreciate that Zoom Phone offers this integration, I think there's room for enhancement. Fortunately, the cost per user is reasonable, so this issue isn't a major concern, but it's still frustrating nonetheless.

Additionally, I've found that assigning phone numbers to call queues or groups can be cumbersome. It would be more convenient if this feature were available directly through the Zoom Phone interface.

I also wish that Zoom Phone offered built-in text-to-speech functionality for quickly building new greetings or phone tree options when needed. This feature would save time and streamline the process of setting up new features.

Furthermore, I've encountered some limitations with the number of greetings per user, which can be frustrating to work around. To accomplish this, I've had to set up additional users for ACD (Automated Call Distribution), which is an extra step that's not necessary.

Lastly, voicemail handling for queues and groups could be improved by allowing them to have their own shared voicemail box. This would simplify the process of managing voicemails and make it easier to keep track of important messages.

Despite these areas for improvement, I appreciate Zoom Phone's commitment to innovation and customer satisfaction. With continued development and enhancements, I'm confident that this platform will continue to meet the needs of its users.

Zoom phone review