Top Pros and Cons of Google Voice for Business

Google Voice, first launched in 2009, is a budget-friendly call center solution within the Google ecosystem. It is one of the oldest Voice over Internet Protocol calling platforms used in today’s market. It has a user-friendly interface and allows one to make calls and send messages via Internet-connected devices such as PCs, laptops, or smartphones. 

Additionally, it has beneficial features such as spam call filtering, voicemail transcription, multi-device support, smart call routing, and effortless integration with Google Workspace. 

This blog provides detailed information on Google Voice, including its pros, cons, features, and limitations. It also provides a Google Voice alternative for your business. 

So, let’s dive in. 🚀

What is Google Voice?

Google Voice is a wide range of telecommunication services and features offered by Google that primarily focus on streamlining business communication. A single Google Voice phone number can be used across multiple devices to manage calls, texts, and voicemails through the Internet. It is a VoIP telephone system with advanced call management features. 

How does Google Voice work?

The Google business phone service is available on any device with an Internet or Wi-Fi connection. It works by linking with your Google account. After signing up for Google Voice, you are provided with a list of options to select a new number or port an existing number. 

The separate new number is attached to your main mobile number and acts as a central point for your communication. It allows individuals to manage calls and messages on multiple devices from anywhere with an Internet connection instead of buying a physical SIM card or using a landline. 

Google Voice, loaded with modern VoIP features, is primarily designed for small businesses with constrained budget planning. Unlike other VoIP services, it doesn’t necessarily call for a carrier plan or any special hardware to make inbound or outbound calls.

Pros and Cons of Google Voice for Bussiness

Top 7 Pros of Using Google Voice

1. Cost Efficiency

Google Voice is cheaper than most of the solutions available in the market, such as CloudTalk and CallHippo. It provides affordable service charges for domestic, international, and interconnect calls without compromising quality and connection. Therefore, in terms of cost, it is one of the best economical solutions for Startups, SMBs, Enterprises, and any other industrial segments.

2. Easy Integration in the Google Ecosystem

Google Voice can be easily integrated with other Google services, such as email and calendars, reducing the need to re-enter data and improving the quality of work done by agents handling customer interactions.

3. Call and text internationally

Most international calls can be made from the business’s primary number using Google Voice. Apart from the call features, it includes free text /SMS sending to Canadian numbers, which would be useful to the US businesses that deal with their neighbors, Canada.

You can call or send text messages to other countries, including Australia, the UK, Spain, and Canada. The calling and texting rates are much cheaper than those of conventional carriers.

4. Enhanced Mobility

Google Voice enables clients and customers to communicate with each other from anywhere at any time using any channel via the Internet or mobile data packages. It allows employees to access customer data for real-time communication, enhancing productivity.

In addition, enhanced mobility features increase customer engagement and drive improvements in human resources management, lead generation, workflow management, sales management, and opportunity management. 

5. Scalability

A telephone service Google Voice,  enables businesses to meet their communication requirements conveniently. This service provides the flexibility to easily adjust the scale of operations, ensuring smooth communication management for organizations of all sizes. 

Whether it’s adding new users, expanding to different locations, or adapting to changing demands, Google Voice ensures seamless operation.

6. Offers free numbers

Google Voice offers free local area code numbers with a personal usage subscription, enhancing your company’s credibility and professionalism. Unfortunately, Google Voice’s free plan is not built for business purposes and is not available for all users.

This plan only supports the 48 states of the US, and there is no ‘customer support.’ Thus, troubleshooting common problems on a Windows computer becomes quite difficult.

7. Ability to Port Number

Google allows you to forward an existing business phone number to Google service, a process known as number portability. Number porting involves transferring a current phone number from one service provider to the other. It offers a contemporary approach to handling and using phone numbers across devices. 

Top 7 Cons of Using Google Voice

While Google Voice offers several advantages for businesses, it also has some disadvantages. These include dependency on Internet connection, fluctuations in call quality, and lack of support for certain telephony services.

 Therefore, large businesses seeking comprehensive communication solutions may find these limitations unappealing. It’s important to carefully examine both the advantages and potential drawbacks of using Google Voice numbers. 

The cons of using Google Voice number are:

I. Limited Advanced Features

Many companies appreciate IVR systems, complex call distribution, and comprehensible call reports. Yet Google Voice does not include such functions, which should be seen as moderate or even low-tier features, at least in some other VoIP services.

For that reason, oversized organizations with elaborate communication requirements may find Google Voice ineffectual because of this constraint. 

II. Internet Dependence

Google Voice also has a downside of being dependent on the internet. Heavy reliance on an internet connection for making calls can result in dropped calls or poor call quality in case of network loss. These communication disruptions have the potential to impact user experiences negatively.

III. Privacy Concerns 

The business needs to consider privacy issues, which can pose a significant barrier, particularly if the company heavily depends on Google Voice for its operations. Google Voice stores communication information on its servers, which raises privacy concerns. Well-known companies are hesitant to trust Google because they are concerned about potential security and confidentiality issues. 

IV. Support Limitations

Google Voice does not provide personalized assistance, and responses are delayed, particularly in times of emergency. Google assistance is not sufficient for businesses especially when it comes to complex installations or urgent technical troubleshooting. 

V. Getting the right context takes extra time

In Google Voice, all texts, calls, and voice messages are organized separately in their inboxes. This means that employees need to search through each folder to find the right context, which can be time-consuming. This can lead to increased frustration and decreased productivity for employees.

VI. No Toll-free numbers

Google Voice only offers local numbers and does not provide toll-free numbers. The absence of these numbers makes it challenging for businesses to connect with remote customers, limiting their ability to access new markets. Callers are required to pay long-distance fees to communicate with customer representatives, which decreases customer engagement.

Fortunately, Dialaxy offers toll-free numbers and US and Canadian local numbers at an economical rate. 

VII. No auto-replies

Auto-replies are essential features in call centers for promptly addressing routine inquiries or FAQs. They are highly beneficial in saving time for support agents, allowing them to focus on complex issues. 

Unfortunately, Google Voice does not offer auto-reply features in either its free or paid plans, which is a major drawback for businesses.

Top features of Google Voice for Bussiness

A. Voicemail Transcription

Voicemail transcription is one of Google Voice’s advanced features. It converts voicemail messages into text automatically, enabling the recipient to either listen or read the messages according to their preferences. 

This feature helps with quick note scanning and management in environments where hearing may be challenging.

B. Spam Call Filtering

Spam call filtering is one of Google Voice’s key features. This tool helps agents identify and avoid unwanted calls. 

Moreover, it helps support agents concentrate on important discussions by reducing unnecessary phone calls. Although not as advanced as specific spam filtering services, it remains a valuable tool for minimizing phishing calls.

C. Smart Call forwarding

Smart call forwarding enables businesses to quickly redirect incoming calls to specific devices or numbers using pre-set configurations. Support agents can create rules based on variables such as the caller’s number or the time of day to decide how calls should be routed.

In the end, organizations can use call routing based on analytics to ensure that no calls are missed effectively. Allowing others to respond to such inquiries increases accessibility.

D. Integration with Google Workspace 

Google Voice integrates seamlessly with other services in Google Workspace, facilitating smooth communication across all Google products and systems. It also enhances productivity through collaboration tools. This means that users can access their Google Voice calls, messages, and voicemail from Gmail and other Workspace services, allowing for faster communication.

E. Multi-Device Support

With compatibility features, customers can easily access their calls and texts on multiple devices. Contacts, colleagues, and clients can communicate effortlessly regardless of their location or the device they are using.

F. International Calling

Google Voice allows users to make calls to phone numbers outside of their own country, reducing the cost of calling foreign countries. This makes it easy to communicate globally without having to pay high prices associated with traditional phone subscriptions.

It’s a great option for businesses operating internationally and individuals with connections across borders.

G. Custom Greetings

With Google Voice, users can personalize voicemails by creating tailored greetings for specific contacts or groups. They can record standard messages and also set up notifications for when they are “out of the office.”

This method enhances interpersonal relationships while maintaining professionalism. Personalized greetings provide callers with a unique experience and facilitate more efficient call organization.

Limitations of Google Voice For Business 

The limitations of the Google Voice system are:

• Feature limitations for large enterprises: Various telecom features are used by large organizations. Meanwhile, the Google Voice number is not very versatile and does not have many integration options or sophisticated call-handling features.
• Dependence on Internet Quality: Google Voice’s effectiveness depends only on online factors. Even small disruptions to internet connectivity can have disastrous consequences, such as dropped calls or poor audio quality.
• No emergency calls: Google Voice does not support emergency calls such as 911. This restriction can be extremely dangerous for people who only use Google Voice. 
• Limited customer support: Google Voice offers poor customer service, making it difficult for users to receive timely and effective assistance with service-related inquiries or technical issues.

Comparing Google Voice with Other Business Communication Solutions

1. Google Voice vs. VoIP Providers

Let’s compare Google Voice with VoIP providers to see their difference. 

2. Google Voice vs. Traditional Landlines

Let’s compare and see the key differences between Google Voice and Traditional landlines in detail.

3. Google Voice vs. Unified Communication Systems

The major differences between Google Voice and Unified communication systems include:

Why do Businesses Switch from Google Voice to Dialaxy?

Dialaxy is an excellent alternative to Google Voice. It is a reliable cloud-based contact center solution designed to streamline business communication. It comes with advanced features such as call routing, IVR, international numbers, virtual numbers, call queuing, SMS filtering, and more. These features ensure that calls are handled efficiently. 

Additionally, Dialaxy offers omnichannel customer service, allowing agents to manage inquiries across multiple channels such as email, chat, and social media. It is cost-effective for making international and long-distance calls and provides robust security for clients’ and customers’ shared information. Thus, many businesses are gradually shifting from Google Voice to Dialaxy. 

Conclusion

Google Voice is a voice-over-internet protocol (VoIP) phone service used by businesses to make and receive phone calls from anywhere at any time. It gives you a phone number that you can use for personal or business use. It provides a unified platform for managing texts and voicemails, improving business communication. Its robust features streamline business operations. 

Despite its multiple advantages, Google Voice has disadvantages that businesses should be aware of. These limitations include the absence of sophisticated features, dependence on a reliable internet connection, and poor customer service.

Thus, businesses that need more advanced communication tools should consider choosing specialized VoIP providers such as Dialaxy, which offers better features and support.

FAQs

How to set up a Google Phone service for your business? 

In order to set up Google Voice for your company, you must first create a Google Workspace account, pick or port a local phone number, set up your preferences and settings via the Google Voice web application, and so on.

Does Google Voice have poor call quality?

When utilizing Google Voice, some customers experience delays, echoes, and dropped calls. These issues could harm your company’s reputation and negatively affect how consumers perceive your brand.

Will Google Voice flag your text messages as spam?

Sending the same text message to several contacts at once may cause Google Voice to classify it as spam. Their platform isn’t meant for mass messaging but rather for one-on-one interactions. Your account may be temporarily blocked as a result, which could cause a communication breakdown with your clients. 

Can I use the Google Voice Business plan with a landline? 

Although Google Voice’s main function is VoIP (Voice over Internet Protocol), users can also choose to redirect calls to a landline or mobile device. For companies that would rather stick with their current phone systems, this option is helpful.