Item: Google Voice
Rating: 7
Author: Joshua Melder

Use Cases and Deployment Scope

I have used Google Voice for several years in order to have a single source of truth regarding all my connected phone numbers. Google Voice enables me and my organization to provide a single phone number in order to ring all phones that I have. This helps integrate my communications as well as the organizational communication with its customers. Furthermore, this enables end users to separate themselves from their work and to keep personal information private. In the end, I have enjoyed the functionality of Google Voice and the privacy that has been offered to me by the service!

Pros and Cons

Integrates all your phone numbers into one accessible platform (and phone number).
Transcribes your voicemails to text messages that can be read while the messages are being delivered.
Google Voice saves your voicemails online as well.

Call flows and extensions are limited
Google Voice relies heavily on wi-fi, therefore, the sound quality is not as vibrant as other competitors.
User support / customer service could be much better.

Return on Investment

Privacy for end-users. This has resulted in happier employees who have their privacy being valued.
Because Voice is accessible on each phone, data usage rates have gone down for company phones.
Faster response time and accessibility to customer obligations.

Alternatives Considered

Skype, Skype for Business (formerly Lync), Microsoft Teams and Cisco Webex Teams (formerly Cisco Spark)

Google Voice performs similar communication activities compared to many other business service tools. However, one often must integrate other Google apps in order to fully experience the benefits that other platforms experience locally. Voice does have the benefit of merging all necessary communication contact numbers into one easy and accessible platform. However, the integrated multichannel experience of other competitors can make Google Voice feel dated in comparison.

Support Rating

One often has to dig relatively deep into user forums in order to find the appropriate support regarding performance issues. Overall, the end-user support is rather limited and pales in comparison to competitors of Google Voice. I would say, the community for those who use Google Voice is fantastic - and they often have helpful and insightful feedback for those who run into 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?

Yes

Did implementation of Google Voice go as expected?

Yes

Would you buy Google Voice again?

Yes

Other Software Used

Eventbrite, UserZoom, SurveyMonkey

Likelihood to Recommend

I think Google Voice is a great option for individuals / workers that need to be accessible via different phones / phone numbers. Voice integrates these necessities into one easy-to-access location. One does not have to worry about missing calls with Google Voice connected on each device. An added benefit is the ability to choose a phone number with a specific area code. This enables individuals to either create phone numbers from their home location or locations where they work. The final positive that I would like to mention is the easy integration within the other Google services. Regarding areas of improvement, Voice is unable to make emergency calls and multimedia messaging can sometimes feel a bit complicated.

A Reliable Service that Integrates Communication Channels

Overall Satisfaction with Google Voice