We are happy to share some insights about Zoom drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.
We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined 
Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite use-cases.
In all of our Buyers Guides, we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and provider selection process for digital communications. We evaluated Zoom in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).
In the overall Digital Communications Buyers Guide, our analysis classified Zoom as Exemplary, an Overall Leader and a Leader in Product and Customer Experience, receiving an
overall grade of A- with an 86.5% performance. Zoom’s best grouped results came in Product Experience with an 88.3% performance and an A grade, due in part to its A in Capability and Usability. In Customer Experience, Zoom received a B+ grade with a 74.8% performance due to its 76.4% performance in TCO/ROI. Zoom was designated a Leader in six categories, including: Adaptability, Capability, Manageability, Usability, TCO/ROI and Validation.
Zoom’s B+ grade in Product Experience was impacted by its B++ in Reliability, where it could provide more clarity on its investments. Customer Experience was impacted by its B+ in Validation, where it could provide more explicit information related to its customer commitment and experiences for enterprise customers.
Zoom performed best in Product Experience with an A grade, notably receiving an A in Capability due to the breadth and depth of its portfolio for this category but also for its meeting, training and webinar support. Also, performance in Adaptability was due to its support for customization and integration. In Usability, its A grade recognized its investment in the experiences and intelligence of its products. In Customer Experience, its B++ in TCO/ROI was due to its level of information on costs and need for an investment in its products.
In the Digital Communications Basic Suite Buyers Guide, our analysis classified Zoom as Exemplary, receiving an overall grade of A- with an 84.8% performance. Zoom’s best grouped
results came in Product Experience at an 87.7% performance and an A grade due in part to its 91.3% performance in Capability. In Customer Experience, Zoom received a B+ grade with a 74.8% performance due to its 76.4% performance in TCO/ROI. Zoom was designated a Leader in 3 of the 10 possible categories including, Product Experience, Capability and Manageability.
Zoom’s A grade in Product Experience was impacted by its B++ in Reliability, where it required more validation of investments made towards reliability enhancements. Customer Experience was impacted by its B+ in Validation, where it could provide more case studies and client references to validate to the buyers the stated benefits of platform.
Zoom performed best in Product Experience with an A grade, notably receiving an A in Capability due to its robust support services and extended use of digital technologies. Also in Usability, it scored highly because of custom UI designs based on roles and competences and easy accessibility for limited-skills users. In Customer Experience, Zoom’s B++ in TCO/ROI was primarily due to availability of adequate documents to communicate the benefits and strategic value of the platform to its prospective buyers.
In the Digital Communications Platform Buyers Guide, our analysis classified Zoom as Exemplary, receiving an overall grade of A- with an 83.5% performance. Zoom’s best grouped
results came in Product Experience at 85.4% performance and an A- grade due in part to its A in Usability. In Customer Experience, Zoom received a B+ grade with a 74.8% performance due to its 76.4% performance in TCO/ROI.
Zoom’s A- grade in Product Experience was impacted by its B++ in Reliability, where it could provide more clarity on its investments. Customer Experience was impacted by its B+ in Validation, where it could offer more explicit information related to its customer commitment and experiences for enterprise customers.
Zoom performed best in Product Experience with an A- grade, notably in Usability, receiving an A due to its easy-to-use task executing capabilities and planned investment in the experiences and intelligence within its products. In Customer Experience, its B++ in TCO/ROI was due to its level of information on costs and need for an investment in its products.
In the Digital Communications Premium Suite Buyers Guide, our analysis classified Zoom as Exemplary, receiving an overall grade of A- with an 86.9% performance. Zoom’s best grouped
results came in Product Experience, where it was the top performer with an 88.9% performance and an A grade due in part to its As in Capability, Manageability and Usability. In Customer Experience, Zoom received a B+ grade with a 74.8% performance due to its 76.4% performance in TCO/ROI. Zoom was designated a Leader in four of the seven available categories, including Overall, Product Experience, Capability and Manageability, in addition to being a Leader in the Overall and Product Experience categories.
Zoom’s A grade in Product Experience was impacted by its B++ in Reliability, where it could provide more clarity on its investments. Customer Experience was impacted by its B+ in Validation, where it could provide more explicit information related to customer commitment and experiences for enterprise customers.
Zoom performed best in Product Experience, notably receiving an A in Capability due to the breadth and depth of its portfolio, as well as its meeting, training and webinar support. Its performance in Adaptability was due to support for customization and integration. In Usability, its A grade recognized its investment in the experiences and intelligence of its products. In Customer Experience, its B++ in TCO/ROI was due to its level of information on costs and need for an investment in its products.
This assessment was based on Zoom One, Zoom Events, v. March 2024 and was available in March of 2024.
This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports:
Digital Communications Overall
Digital Communications Basic Suite
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