Item: Google Voice
Rating: 8
Author: Bruce Emmerling

Overall Satisfaction with Google Voice

Use Cases and Deployment Scope

Google Voice is being used for several purposes. One is for team based communications. The other is as a backup system for our voice communications. Google Voice provides a relatively easy and inexpensive system for basic VOIP functions. The system is adequate for basic to intermediate usage of voice communications but not extensively so. However, it can be used on both desktop and mobile platforms, making it easily adaptable on different hardware.

Pros and Cons

Pros

Google Voice works well on multiple hardware platforms including mobile phones.
Its voicemail capabilities are fairly decent if not overloaded.
Google Voice doesn't require a strong PC or system to run on. It has light hardware requirements.

Cons

Google Voice lacks expandability to meet the needs of a larger office environment or where a large communication network is based.
For some, Google Voice can be a little tricky to use at times. Some users find it difficult to find the Google app.
Google Voice lacks native video chatting abilities but can do it with a plug in.

Return on Investment

It saves lots of money if it can be used in a small scale environment which can be good for cash limited companies or organizations.
Google Voice doesn't work so great with if one has a slow network, which is common for any VOIP software. In situations where a network or Internet access is limited, Google Voice can perform relatively poorly at times. However, its bandwidth needs are not as extensive as other VOIP systems.
Google Voice doesn't really require extensive training, mean there is less cost for implementing its use in an organization.

Alternatives Considered

CenturyLink Hosted VoIP, Cisco VoIP PBX and Tivoli Carrier NetCool VoIP Manager

Google Voice does well with limited communication needs but is difficult to expand for large networks of users. Its interface and speed can also be more limited than its competitors. While its free or relatively cheap, one also doesn't get many features found in alternate products. Google has also been changing their support for Google Voice, making its future use in doubt.

Support Rating

It's inexpensive, has a relatively low hardware footprint, and requires less employee training to use. However, one needs to understand its limitations to avoid frustration with its limited functions. The fact that Google Voice can be used across multiple platforms means it can also be used in remote locations fairly easily.

Key Insights

Do you think Google Voice delivers good value for the price?

Yes

Are you happy with Google Voice's feature set?

Yes

Did Google Voice live up to sales and marketing promises?

Yes

Did implementation of Google Voice go as expected?

Yes

Would you buy Google Voice again?

Yes

Other Software Used

Comcast VOIP, Avaya Business Communications Manager, Cisco VoIP PBX, Cisco Prime LAN Management Solution, Acoustic Analytics (formerly IBM Watson Customer Experience Analytics), dotConnect for Salesforce, IBM Watson Discovery for Salesforce, OwnBackup for Salesforce, Salesforce for Higher Ed

Likelihood to Recommend

It's really well suited for small scale offices where there are a limited amount of users connecting. It's not so great for larger offices or large communication environments. Google Voice works better for one on one communications, not a large set of concurrent communications. While it has a relatively light hardware footprint, running it in a browser can be slow at times. One also has to have a robust network setup as well.

Google Voice Feature Ratings

Comments

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A lightweight and inexpensive entry into VOIP service