Zoom is better known for meetings, but its phone system is now one of the biggest business phone platforms.
- 12 million business phone users
- 99.999% uptime service-level commitment
- 5-time Gartner Magic Quadrant Leader; Gartner Customers' Choice 2024
- Top UCaaS platform in The Forrester Wave 2025
- AI features included at no extra cost
We already use Zoom: a small team has a Zoom Workplace account for meetings and town halls. That account can be merged in or kept separate.
From Zoom's proposal and the Oct 14 call with Charles Brandt (Zoom).
- GoTo cost, $4,400/mo: our latest GoTo invoice. GoTo is month-to-month with no contract (confirmed by Bernd).
- Zoom cost, $2,822.29/mo: Zoom tax preview, order form Q4314889, dated Oct 14, 2026. Includes estimated taxes and fees.
- Setup, $5,100: Cloud Warriors statement of work CW_SOW_Agent Image_10142026, dated Oct 14, 2026.
- Features and the 5 free months: Zoom's written proposal and two calls with Charles Brandt and Michael (Zoom).
- Problems we have today: Bernd's description of our GoTo setup on the first Zoom call.
All savings figures compare the Zoom estimated total (with taxes) to the GoTo total. They don't count the 5 free months.
| Item | Qty | Each | Subtotal | With taxes |
|---|
| Phone licenses, unlimited calling (US/CA) | 114 | $16.25 | $1,852.50 | $2,041.65 |
| Engagement Pack (queue analytics) | 20 | $21.00 | $420.00 | $420.00 |
| Extra direct phone numbers | 109 | $1.25 | $136.25 | $164.07 |
| Toll-free numbers | 13 | $1.25 | $16.25 | $19.57 |
| Prepaid usage (toll-free and international minutes) | 1 | $125.00 | $125.00 | $150.53 |
| Zoom Workplace Business Plus (admin) | 1 | $24.95 | $24.95 | $26.47 |
| Subtotal before taxes | $2,574.95 | |
| Estimated monthly total | | $2,822.29 |
Taxes and fees are estimated at $247.34/mo for El Segundo, CA 90245 and may change slightly. The analytics licenses are discounted from $25 and the phone licenses from $18, worth $279.50 a month. All our existing numbers move over.
GoTo today, per month$4,400.00
Zoom, per month (with taxes)$2,822.29
Saved per month$1,577.71 (35.9%)
Saved per year (× 12)$18,932.52
GoTo over 36 months$158,400.00
Zoom over 36 months$101,602.44
Plus one-time setup$5,100.00
Net saved over 36 months$51,697.56
Months of savings to cover setup ($5,100 ÷ $1,577.71)3.2
Not counted
- Upside: the 5 free months, worth up to $14,111 of Zoom billing.
- Possible cost: a small leftover GoTo bill if we keep the 3 international numbers there.
- Either way: taxes are estimates and could move a little.
Zoom doesn't bill for the first 5 months. We keep paying GoTo only until port day, then cancel.
Stay on GoTo: 12 × $4,400$52,800
GoTo during the build: 2 × $4,400$8,800
Zoom months 1–5$0
Zoom months 6–12: 7 × $2,822$19,756
One-time setup$5,100
Switch to Zoom, year one$33,656
Saved in year one, setup included$19,144
Assumes a ~60-day build, as Zoom estimated. The free months still have to be confirmed in writing (see Fine print).
TodayNo Salesforce connection. GoTo deprecated its integration, so reps switch apps and log calls by hand.
On ZoomClick-to-dial from any Salesforce record. Inbound calls pop the matching record. Calls, recordings and AI summaries are logged automatically.
- The Salesforce integration is built for us as part of setup.
- Managers can listen in, whisper coaching only the rep hears, or take over a call.
- Supports the outbound sales push: less admin per call, more calls per day.
"If I could get my sales team dialing from within Salesforce, that would already just remove a decent amount of time from them."Bernd, on the first Zoom call
TodayNo call queues. GoTo charges extra for them and the cost was too high.
On ZoomUnlimited call queues, phone menus and auto receptionists, included in every license.
- Setup includes 2 auto receptionists and 10 call queues, built for us (US and Philippines sites).
- Calls ring the next available person; staff can join or leave queues themselves.
- Text messaging included. Zoom's team handles SMS approval, usually in about 3 weeks.
- Fax included (50 pages per user per month, pooled).
"The call queues would definitely be a big one. That would make a huge difference to our support team."Bernd, on the first Zoom call
TodayRecordings have to be requested by hand. No queue reporting.
On ZoomEvery call recorded, transcribed and summarized. Managers get access to their own team's calls by role.
- 20 Engagement Pack licenses give real-time and historical queue reports.
- Track abandoned calls, the clearest sign a client is getting bounced around.
- Reports can be emailed to managers or leadership daily, weekly or monthly.
- Monitor, whisper and take over live calls.
TodayWhat the client said on a sales call reaches the project team through someone's notes, if at all.
On ZoomAI writes a summary of every call, with action items, and saves it to Salesforce for the project team to pick up.
- Transcripts and summaries for calls and voicemails.
- Live translation across 49 languages.
- Works for the Manila team and US team on one system.
"It would certainly make the project management team and process much happier."Bernd, on the first Zoom call
- AI Companion across calls, voicemail and chat
- Team Chat, including chat with outside companies on Zoom
- Basic Zoom meetings (40 minutes) for every user
- Single sign-on, set up during the project
- Call quality dashboard that shows whether a bad call is the network, the device or the other side
- Use any device: desk phone, desktop app and mobile app on one number
"It took us like eight months to get outbound SMS enabled on the soft phones… I can do it myself in Twilio in like two hours."Bernd, on the first Zoom call
How Zoom fixes it
- Cloud Warriors, Zoom's setup partner, builds the whole system for us with a named project manager.
- Zoom's team handles SMS registration (10DLC), typically in about 3 weeks. We've done it once already, which makes it easier.
- 5 business days of dedicated support after go-live, then Zoom technical support.
"We don't even have the queues and that kind of stuff because it was an insane additional cost."Bernd, on the first Zoom call
How Zoom fixes it
- $2,822 a month instead of $4,400, with taxes included.
- Queues, phone menus, SMS, fax, recording and AI are in the base license.
- Our GoTo plan is old enough that we pay "cost recovery" fees Zoom says it rarely sees anymore.
"They deprecated their Salesforce integration. We've been using Salesforce since it came out."Bernd, on the first Zoom call
How Zoom fixes it
- The Salesforce integration is in the setup scope, built and tested for us.
- Click-to-dial, inbound record pop, and automatic call logging with summaries.
- Works alongside Google Workspace: calendar, presence and contacts.
How Zoom fixes it
- Transcripts and AI summaries of calls and voicemails, with action items.
- Voicemails sorted by priority.
- Monitor, whisper and take over calls for coaching.
- Live translation between 49 languages.
- All included at no extra cost.
Customer service recordings are not automated today. Managers have to request recordings by hand, and there's no transcription or CRM link.
How Zoom fixes it
- Calls are recorded automatically.
- Access is set by role: each manager sees their own team's recordings, transcripts and summaries.
- Recordings and summaries attach to the Salesforce record.
- Two documents: the Zoom 36-month order and the Cloud Warriors setup agreement ($5,100).
- Before signing, Zoom adds the 5 free months to the final agreement, once we confirm we're month-to-month on GoTo.
- Cloud Warriors schedules kickoff within 7 business days of signing.
- We name our project team; they review sites, users, numbers and devices and confirm the timeline.
- The first half of the setup fee ($2,550) is invoiced at kickoff.
- Everything is built on temporary Zoom numbers: users, 2 auto receptionists, 10 call queues, Salesforce, single sign-on.
- Two sites: US and Philippines.
- GoTo keeps running the whole time. Staff notice nothing.
- We supply phone bills and sign the number transfer authorization.
- Up to 5 business days of user testing with Cloud Warriors.
- Two training sessions (admin and staff, train-the-trainer), plus Zoom's free recorded training.
- A go/no-go meeting before port day.
- One go-live event moves all numbers at once.
- Transfers happen at 11:30 AM Eastern.
- Calls in progress aren't dropped: each number moves as soon as its current call ends.
- Clients keep calling the same numbers. No downtime.
- Up to 5 business days of dedicated support after go-live for adjustments.
- Then we cancel GoTo. We're month-to-month, so there's no exit fee.
- The second half of the setup fee ($2,550) is invoiced at completion.
Cloud Warriors (Zoom's setup partner)
- Project manager and project plan
- Builds and tests the whole system
- Submits number transfers and runs port day
- Training and post-launch support
Us
- A project lead and quick answers on users, queues and numbers
- Recent phone bills and carrier records for the number transfer
- Sign the number transfer authorization
- Run user testing
Desk phone setup on individual desks and network changes are on our side.
Zoom estimates about 60 days. Even if it takes the full 4 months the setup agreement allows, we still come out ahead in year one:
GoTo during a 4-month build$17,600
Zoom months 6–12$19,756
Setup$5,100
Year one on Zoom$42,456
Saved vs. staying on GoTo ($52,800)$10,344
If the project isn't finished within 4 months, Cloud Warriors can invoice the remaining setup balance. The main thing that slows projects is slow answers from the customer side.
Today we can leave GoTo any month. Zoom's pricing is based on a 3-year agreement.
- The discounts are worth $279.50 a month: phone licenses at $16.25 (from $18) and analytics licenses at $21 (from $25).
- Over 3 years we still save about $51,700 net.
- Worth asking for a cap on the price at renewal (see Negotiation).
The Cloud Warriors setup agreement was generated Oct 14, 2026 and its pricing is only valid for 30 days, which puts the deadline around Nov 13, 2026.
If we need longer, we can ask Zoom to extend it.
Zoom offered 5 months of free service so we don't pay both providers during the move. Before adding it to the final agreement, Charles asked for an email stating our current GoTo agreement end date.
What to send
- We're on GoTo month-to-month with no contract.
- Our planned signing date.
- A request to include the 5 free months in the order form.
- $5,100 total: $2,550 invoiced at kickoff, $2,550 when we go live and close the project.
- Invoices are due within 7 days.
- The project should finish within 4 months. If it doesn't, Cloud Warriors may invoice the remaining balance.
- Extra work outside the scope needs a change order.
We have 3 international numbers, for Singapore and Australia. They aren't in the Zoom quote.
- Option A: keep them on GoTo for now, with a small leftover GoTo bill.
- Option B: ask Zoom to add them. Zoom said it can offer native Australia numbers and likely Singapore.
Sales uses Cisco handsets. The setup agreement only covers phones on Zoom's certified device list.
- Check our Cisco models against the list before signing.
- Any phones that aren't supported can be replaced, or those users can move to the Zoom desktop and mobile apps.
Zoom already split the $5,100 into two payments. Bernd expects Jon will want three, and it's a small ask for Zoom.
- $1,700 at kickoff
- $1,700 at go-live
- $1,700 at project close
The 5 free months are worth up to $14,111. Right now they exist in a call and depend on an email from us. Ask for them as a line in the signed order form.
Folding the Singapore and Australia numbers into the Zoom deal lets us cancel GoTo completely and removes a second vendor bill. Ask for them at the same discounted pricing.
After 3 years we'd be dependent on one provider. Ask for a cap on any increase at renewal, such as no more than 5%, so the savings hold past month 36.
Ask Zoom whether it can credit part of the $5,100 setup in exchange for the 3-year term. If they say no, nothing is lost: the deal already passes the "equal or less" test.
