Want to get more out of Zoom? Here’s what you need to know.
For many businesses, Zoom has become synonymous with video conferencing. But the platform, which was launched in 2013 and exploded in popularity during the COVID-19 pandemic, offers more than just a way for people to meet virtually. Since its founding, Zoom has evolved from a video conferencing platform to a comprehensive technology solution that has transformed the way businesses – from SMBs to enterprise organizations – communicate internally and externally.
Today, Zoom offers an inclusive suite of communication and productivity tools that can be mixed and matched to create tailored solutions. The variety of tools – and Zoom’s customizable approach – allows users to build flexible systems that perfectly align with their needs. While this results in scalable, right-fit, cost-effective systems, selecting the appropriate plan and add-on services can be overwhelming.
If you’re a Zoom user who’s ready to explore upgrading your account – or just want to get more out of Zoom – here’s what you need to know.
An Overview of Zoom Pricing Plans & Add-Ons
Zoom offers two main product lines: Zoom Workplace (for internal communications and collaboration) and Zoom Business Services (for customer-facing operations). Each line has a handful of plans designed to accommodate a range of business types, sizes and requirements. If your organization’s needs don’t fit neatly into a defined tier, you can add on individual services to create a fully customized plan. The result? You only pay for what you use.
Zoom integrates seamlessly with over 3,000 apps and services through its app marketplace. This allows users to connect Zoom with their pre-existing technology and further refine workflows.
Zoom Workplace: A Best-in-Class UCaaS Solution
Zoom Workplace is a unified communications as a service (UCaaS) solution that streamlines communications, improves productivity, and increases employee engagement by offering video, team chat, phone, and more on a single platform. All Zoom Workplace plans come with video meetings and team chat and integrate with Gmail and Outlook and sync with Google and Microsoft calendars.
Basic
Zoom’s free tier provides video conferencing for up to 100 participants and has a 40-minute meeting limit.
Ideal for: freelancers and small teams that only need to use Zoom to conduct occasional video calls.
Pro
Pro supports meetings up to 30 hours with 100 participants. This plan comes with Zoom’s AI companion, which can be used to schedule meetings, summarize content, and manage tasks. It also allows users to share an unlimited number of documents and video clips.
Ideal for: small businesses that rely on video conferencing for client meetings, team collaboration, and remote work, but don’t need advanced administrative controls.
Business
This tier includes everything in the pro plan but supports up to 300 participants and includes features like single sign-on, company branding, and managed domains.
Ideal for: small- to mid-sized companies with multiple teams that need robust collaboration tools with enhanced security and administrative oversight.
Enterprise
Enterprise includes everything in the business plan but supports up to 1,000 participants per meeting and offers unlimited cloud storage, dedicated customer success managers, and advanced security features.
Ideal for: large organizations that require enterprise-grade reliability, extensive customization, and dedicated support.
Zoom Phone
Zoom Phone integrates cloud calling directly into the Zoom platform, which eliminates the need for a separate phone system. Available as a standalone service or bundled with Zoom Workplace (Phone Plus and Business Plus plans), it provides professional phone capabilities, including call routing, voicemail transcription, and integrations with business tools.
Ideal for: organizations that want to consolidate communications onto a single platform and support remote teams with flexible calling options.
Add-Ons
If your organization isn’t ready to commit to a higher-tier plan, but requires additional functionality, you can add on select services a la carte, including:
- Custom AI-companion
- Custom avatars
- Large meetings
- Cloud storage
- Translated captions
- Audio conferencing
- Zoom compliance manager
- Conference room connecter
- Zoom developer pack
- Premier support
- Zoom Mesh
- Customer-managed key
- Zoom Node
Zoom Business Services: Contact Center
Zoom Business Services includes three distinct products: Zoom Contact Center, Webinars & Events, and Revenue Accelerator. This article will focus on Zoom Contact Center, a contact center as a service (CCaaS) solution that provides omnichannel support capabilities and helps organizations deliver high-quality service to customers quickly and cost-effectively.
Essentials
The entry-level plan includes voice, video and digital channels with basic routing and analytics.
Ideal for: businesses that are establishing their first dedicated contact center or upgrading from basic phone systems.
Premium
This mid-tier solution adds advanced features like workforce management, quality management, and enhanced analytics.
Ideal for: organizations that operate a growing contact center that needs sophisticated tools to optimize agent performance and improve customer experience.
Elite
Elite is the most comprehensive CCaaS solution offered by Zoom, and includes AI-powered features, advanced customization, and premium support.
Ideal for: large-scale contact centers that require cutting-edge capabilities and maximum flexibility.
Add-Ons
As with Zoom Workplace, Zoom Contact Center customers can create a tailored solution by adding additional services to their plan:
- Zoom virtual agent
- Cloud storage
- Virtual service phone number
- Workforce management
- Quality management
- AI expert assist
- Advanced quality management
How to Select the Right Zoom Plan
If you need help navigating Zoom’s ecosystem, consider working with a technology advisor. Unlike a sales rep (who has an agenda and sales quota), an unbiased advisor can assess your organization’s needs objectively and recommend appropriate solutions.
For over 20 years, StrategiCom has provided unbiased technology advisory services to businesses across industries. We represent over 900 communications and technology providers – including Zoom – and can help your organization build a UCaaS and/or CCaaS system tailored to your needs.
Here’s how we work:
- Telecom Audit: we review your current communications services and spend, and identify areas for improvement and cost savings
- Recommendations: we recommend the best solution (or solutions) for your needs, without bias or agenda
- Ongoing Advisory: we conduct regular reviews and work with Zoom and any other vendors you use to resolve issues promptly
If you’re ready to upgrade your Zoom account, contact our team of experts to learn more.
