Google Voice review – is it the right choice for your business?

Google Voice, originally known for its personal use, has emerged as a business solution with features tailored for teams and remote working scenarios. For this review, we delve into Google Voice offerings for UK businesses, covering its features, costs, pros and cons, and suitability for various business needs.

Key features of Google Voice for business

Google Voice for Google Workspace offers a range of features designed for streamlined communication and integration. Let’s break down the primary features to see how they may benefit your business:

1. Cloud-based calling: Google Voice is a cloud-based service, meaning calls, texts, and voicemails are stored online. This setup ensures that employees can access the phone system from any device, provided they have an internet connection. This cloud-based structure suits remote and hybrid work environments where employees may work from multiple locations.
2. Automated attendants: Google Voice offers an automated call attendant, allowing businesses to create a customised, professional greeting and route calls to the right department or person. This feature helps manage call volumes effectively, particularly useful for companies that frequently handle inbound calls.
3. Voicemail transcription: Voicemails left on Google Voice are transcribed and sent via email, allowing employees to quickly scan messages and respond without needing to listen to audio files. This feature is handy for busy professionals who need to capture and act on information quickly.
4. Integration with Google Workspace: Google Voice integrates seamlessly with Google Workspace (formerly G Suite), enabling businesses already using Gmail, Google Calendar, and Google Meet to work within a single platform. This integration helps keep communications unified, with features such as one-click dialling from Google Calendar or Gmail.
5. Do Not Disturb and call forwarding: Users can activate Do Not Disturb mode when they want to focus without interruptions or forward calls to personal devices outside of office hours. This flexibility benefits employees who need control over their availability, especially in hybrid work models.
6. Multi-device support: Google Voice can be accessed on desktops, mobile devices, and tablets, allowing employees to take calls wherever they are. This multi-device support is particularly useful for teams that operate across different locations or need on-the-go connectivity.

Pricing plans for Google Voice

Google Voice offers three pricing tiers for UK businesses: Starter, Standard, and Premier. Each tier provides different levels of features, making it essential to consider your business size and communication needs.

• Starter Plan (£8 per user per month): This plan is ideal for small businesses and teams, allowing up to 10 users per account. It includes basic call management, voicemail transcription, and Google Workspace integration. However, it lacks some advanced features such as the multi-level auto-attendant and does not support unlimited locations.
• Standard Plan (£15 per user per month): Designed for mid-sized businesses, the Standard Plan includes all the Starter Plan’s features with added benefits like the multi-level auto-attendant, ring groups, and unlimited locations. This plan supports greater scalability, ideal for companies with teams spread across multiple offices or locations.
• Premier Plan (£24 per user per month): The Premier Plan is aimed at larger organisations and offers advanced features, including data regions for international teams and support for large call volumes. In addition to all features from the Standard Plan, it provides greater flexibility and scalability, including integrations with Google Meet and advanced reporting tools.

Benefits of choosing Google Voice for your business

1. Ease of use and minimal setup: Google Voice is straightforward to set up and manage, particularly for businesses already using Google Workspace. The intuitive interface reduces the need for IT support, enabling users to quickly adapt and use the system efficiently.
2. Cost-effective communication: Google Voice’s affordable pricing plans, especially the Starter and Standard options, make it an economical choice for small and mid-sized businesses. With no need for additional hardware, the cloud-based system helps reduce infrastructure costs.
3. Strong integration with Google Workspace: For businesses already invested in the Google ecosystem, Google Voice’s integration is a significant advantage. It allows seamless access to email, calendar, and document-sharing tools, creating a unified experience.
4. Flexibility for remote and hybrid teams: The system’s cloud-based nature and multi-device support make it well-suited for remote or hybrid teams. Employees can access their business number from any device, promoting continuity and accessibility.

Potential drawbacks of Google Voice for business

1. Limited features compared to traditional VoIP systems: While Google Voice provides essential phone system functionalities, it lacks some advanced features that businesses might expect in dedicated VoIP systems, such as video conferencing (although this is available via Google Meet), CRM integration, and advanced call analytics.
2. Restrictions on international support: Although Google Voice does offer international calling options, its international features and customer support options can be limited, particularly for businesses with offices outside of Google’s supported regions.
3. Internet dependency: As a cloud-based VoIP system, Google Voice requires a reliable internet connection to function effectively. For businesses with poor or unstable internet access, call quality and reliability may be a concern.
4. Limited call handling and customisation options: The platform’s call handling and customisation options are somewhat basic compared to more advanced business phone systems. Companies with high call volumes or complex customer service requirements may find Google Voice less suitable.

Google Voice alternatives to consider

If Google Voice doesn’t meet all your business needs, consider exploring alternatives. Here are a few popular VoIP options in the UK:

• RingCentral: Known for its comprehensive suite of features, including video conferencing, CRM integrations, and advanced analytics, RingCentral is a robust choice for businesses needing a full-featured system.
• Dialpad: With AI-driven features like automated transcriptions and sentiment analysis, Dialpad is suitable for businesses wanting advanced call insights and integrations with popular business tools.
• 8×8: Offering a mix of VoIP, video conferencing, and contact centre solutions, 8×8 is well-suited to businesses that require international support and advanced call handling.

Google Voice reviews and ratings

Here is a summary of customer ratings for Google Voice across several review platforms:

1. TrustRadius: Google Voice received a mixed reception, with ratings for specific features such as call management (5.8 out of 10), mobile app functionality (6.4 out of 10), and voicemail transcription (6.2 out of 10). The overall score reflects Google Voice’s ease of use and integration benefits, but it rates lower in advanced features, particularly for businesses needing in-depth call handling.
2. Business.org: Users rated Google Voice at 4 out of 5 for pricing and general features, especially valuing its affordability for smaller businesses and integration with Google Workspace. However, its niche features, like international calling and customer service, were rated lower at 3/5, indicating limited support and scalability for larger enterprises.
3. Fit Small Business: Google Voice holds an overall rating of 4.24 out of 5. It is praised for its user-friendly design and reliability but noted as lacking in advanced customer support and call management functions. Users find it ideal for basic use but less robust compared to dedicated VoIP solutions.

These scores suggest that Google Voice is well-suited for small to mid-sized businesses or organisations already embedded in the Google ecosystem, but it may not meet the expectations of businesses requiring advanced VoIP features and extensive customer support.

Review – Is Google Voice the right choice for your business?

Google Voice can be a cost-effective and practical solution for small to mid-sized UK businesses, particularly those already using Google Workspace.

Its ease of use, flexibility, and seamless Google integration make it well-suited to remote and hybrid work setups.

However, larger businesses or those requiring more advanced call handling and analytics might find the platform’s limitations restrictive.

For companies looking for a straightforward business phone system that works well with existing Google tools, Google Voice offers simplicity and value.

However, if advanced features or extensive customisation are essential for your business operations, exploring other VoIP providers may be beneficial.

Comparisons

• Google Voice vs Dialpad
• Google Voice vs Microsoft Teams
• Google Voice vs Nextiva
• Google Voice vs RingCentral
• Google Voice vs Skype
• Google Voice vs Vonage
• Google Voice vs Zoom

FAQ – Google Voice review