Item: Google Voice
Rating: 7
Author: Özgür Erkek, MSc, PRINCE2®

Use Cases and Deployment Scope

It is being used by IT and many other departments as a secondary VoIP program in order to let people manage their outgoing calls while primary VoIP tool is in use. It is on-demand software; so not comes as installed like Skype or Cisco Webex. Primary function is to give employees flexibility to manage their not only work related but also personal calls as well. I think it is beneficial for users to have more than one option for critical functions.

Pros and Cons

Google Voice give users option to create their own phone number, important especially for users who do not want to give their personal numbers for registering to somewhere
Having Google search feature is great function for instance to find old messages or phone calls
Ability to use on multi devices which gives you sync all your data and reach them from all of your devices sync devices and phone numbers
Call recording and text saving is a quite basic but a very good function of Google Voice

Voicemail transcription may not work properly if not spoken clearly or non-native English is used
Sending multimedia message and picture is an issue
Abilities and the interface of IOS app causes users not to enjoy the app (is a kind of a generic issue of Google products on IOS platform)

Return on Investment

Ability to use different landline number or aerial code gives us flexibility as part of a global organization
Voicemail feature not very best so reduces the usage of the app in overall
usage in the company (and global) would be more common; but not unfortunately

Alternatives Considered

Skype and Cisco Unified Communications Manager (Call Manager)

We have Cisco tools as a primary option for our VoIP needs due to it's more professional approach. However Google Voice has recently became a business level program as well. I'm happy to use it due to it's unique features and the flexibility as we always expect from Google.

Support Rating

I did not face many issues with Google Voice and I do get support from local and outsource IT colleagues; rather than directly contacting to Google support team. I did though tried to ask some questions for my usage during mobile app and responded accordingly, so I think Google provides enough support - but not sure for deep dive issues.

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?

I wasn't involved with the selection/purchase process

Did implementation of Google Voice go as expected?

Yes

Would you buy Google Voice again?

Yes

Other Software Used

CATIA, Cisco SSL VPN (AnyConnect)

Likelihood to Recommend

The best thing about Google Voice is that it gives you the freedom to create a specific number based on your needs (from anywhere in the world. It can be useful for your personal or work related needs). This makes the product appropriate for global organizations as well. Usage of the product on different platform is a must to have benefit, as on-the-go usage is important while being away from your desk/office. It allows you to direct calls to your company or personal SIM number - very beneficial if also you are able to distinguish numbers. Search and record functions are beneficial. Although it has a bit of a popular name, due to Google, it is quite useful and does the job.

A flexible tool which can meet your expectations for business needs as well

Overall Satisfaction with Google Voice