Zoom Video Communications, Inc.

Zoom

Composite Score

8.9 /10

CX Score

9.1 /10

3759 Reviews Write a Review

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What is Zoom?

Zoom provides modern enterprise video communications, with an easy, reliable cloud platform for video and audio conferencing, collaboration, chat, and webinars across mobile devices, desktops, telephones, and room systems.

Company Details

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Awards & Recognition

Zoom won the following awards in the Web and Video Conferencing - Enterprise category

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2 Top Rated Capabilities

5 Top Rated Features

2024

5 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Champion

2022

6 Top Rated Capabilities

9 Top Rated Features

2022

Zoom Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zoom.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

90 Likeliness to Recommend

1
Since last award

95 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 92%
Negotiation and Contract:: 90%
Conflict Resolution:: 92%
Strategy & Innovation:: 91%
Service Experience:: 93%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+91 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zoom?

2% Negative

5% Neutral

93% Positive

Pros

Reliable
Respectful
Enables Productivity
Helps Innovate

Feature Ratings

Average 86

Video Conferencing

Screen Share

Audio Conferencing VoIP

Audio Controls

Audio Conferencing Call in Bridge

Facilitator Functions

Keyboard Mouse Control

Instant Messaging

Virtual Whiteboard

Application Share

File Transfer

Vendor Capability Ratings

Average 82

Ease of Implementation

Business Value Created

Quality of Features

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Zoom Reviews

Doug M.

Role: Operations
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2020

Zoom is a great product that is easy to use

Likeliness to Recommend

8 /10

What differentiates Zoom from other similar products?

Widely used so it will appear familiar to most people most of the time.

What is your favorite aspect of this product?

I think the user displays and screen sharing are intuitive.

What do you dislike most about this product?

I like most everything - it is the individual camera that bothers me, and I'l like to see an innovation with more of a meeting room display.

What recommendations would you give to someone considering this product?

it gets the job done.

Pros

Effective Service
Saves Time
Helps Innovate
Continually Improving Product

Role: Finance
Industry: Not for Profit
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Aug 2020

Easy to use and a good value for the price.

Likeliness to Recommend

10 /10

Pros

Performance Enhancing
Helps Innovate
Enables Productivity
Unique Features

Lori W.

Role: C-Level
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2020

Could use more customizable features

Likeliness to Recommend

8 /10

What differentiates Zoom from other similar products?

Zoom has a great feature that's useful for my business -- the ability to record meetings. I interview people for various projects, and having that is essential to me.

What is your favorite aspect of this product?

I like the ease of use and the ability to define security measures.

What do you dislike most about this product?

I don't like that I can't customize my dashboard or my view to any great extent. It's pretty limited in what views you can have.

What recommendations would you give to someone considering this product?

Look at whether a free program might give you the same features and more customization than Zoom can.

Pros

Efficient Service
Effective Service
Caring
Saves Time

Cons

Charges for Enhancements
Commodity Features
Leverages Incumbent Status

Zoom

What is Zoom?

Company Details

Need Assistance?

Awards & Recognition

2022 Data Quadrant Champion

Zoom Ratings

90 Likeliness to Recommend

1 Since last award

95 Plan to Renew

1 Since last award

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Zoom?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Video Conferencing Interactive video conferencing using a webcam

Screen Share Ability to share a computer screen for viewing by web conference participants

Audio Conferencing VoIP Voice conferencing through a web conference bridge

Audio Controls Ability to control the participation of attendees' audio, including muting functions

Audio Conferencing Call in Bridge Voice conferencing through a PSTN conference bridge

Facilitator Functions Features that assist with meeting facilitation, including raising hand or voting buttons

Keyboard Mouse Control Host can grant or remove control

Instant Messaging Real-time, text-based communication between two or more people

Virtual Whiteboard Whiteboard application that enables drawing and diagramming

Application Share Ability to share a single application only for viewing by web conference participants

File Transfer File transfer services

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Zoom Reviews

Doug M.

Zoom is a great product that is easy to use

Likeliness to Recommend

Pros

Easy to use and a good value for the price.

Likeliness to Recommend

Pros

Lori W.

Could use more customizable features

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Video Conferencing

Screen Share

Audio Conferencing VoIP

Audio Controls

Audio Conferencing Call in Bridge

Facilitator Functions

Keyboard Mouse Control

Instant Messaging

Virtual Whiteboard

Application Share

File Transfer

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Quality of Features

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support