The Reality of Google Voice: Overview of Features, Costs, and Benefits

According to Zendesk, customers would rather call companies to solve general and complex issues before using any other form of communication*.This makes tools that let you place and receive phone calls over the internet very popular—Google Voice included. 

In fact, Google Voice accounts for a 1.56% share of the global VoIP and SIP tools market**. People love Google Voice because it enables calls and texts over the Internet from any compatible device, without a carrier plan or special hardware. 

However, it does lack key features like toll-free numbers and is only available in 14 countries/regions. This makes it ideal for personal use or businesses with low inbound and outbound communication needs.

Today, we look at Google Voice in depth, including its features, costs, and benefits. Plus, we explore CloudTalk as a more complete alternative to Google Voice, for companies of all sizes.

Key takeaways:

• Who is Google Voice for?
  Designed primarily for small businesses, Google Voice makes kicking off your calling operations simple. It offers affordable pricing, easy onboarding, and basic VoIP features, including calls, video meetings, text messaging, and voicemail.
• What should you look out for?
  Google Voice lacks several key aspects necessary for growing businesses, including automation, 3rd party integrations, and International Numbers. If you aim to expand locally or globally, you’re better off looking elsewhere.
• Why consider other solutions?
  Calling solutions like CloudTalk may be more expensive but offer many more options that will allow you to automate workflows. CloudTalk also comes with features to efficiently evaluate performance, optimize customer experience, and grow revenue.

What Do Businesses Use Google Voice For? 

Businesses use Google Voice to offer phone support to customers without breaking the bank or risking data privacy. Here are the six most common use cases for Google Voice users. 

#1 Handling Call High Volumes

No business can afford to miss out on important calls. It results in a loss of customers, and we all know that losing customers means losing money. This is where VoIP services, including Google Voice, are an excellent help. 

If you’re unavailable — on another call or out of office — Google Voice redirects voicemails to a predetermined email address. You can also send all the missed call information and voicemail transcriptions to your corresponding team. This way, you save time catching up and avoid leaving your customers’ questions unanswered.

#2 SMS Messaging

Google Voice allows you to send from and receive SMS to your account. You can do so from Google Voice’s page, but also directly from your smartphone or laptop apps. Those serve as front-end messaging. 

All the messages are then saved on the website and uploaded in a well-organized format to Gmail, which makes them easy to search for. 

#3 Accessing Various Area Codes

During Google Voice sign-up, you can select your new number, including a wide range of area codes. It doesn’t have to correspond with your region. You may pick any area you need for your business. For example 212 for New York City or 415 for San Francisco. 

Thanks to area codes, your current customers can call you directly on your cell phone or contact you on the same phone via Google Voice. 

#4 Protecting Privacy 

A big advantage of many VoIP systems is that they allow you to hide your personal phone number from your business contacts. Thanks to a Google Voice number, you can have all calls automatically forwarded to your personal cell phone without losing privacy. 

You can easily avoid unwanted people getting access to your personal number, as well as regulate the hours when you receive business calls. The calls that come in after working hours, for example, will be directed to voicemail. 

#5 Video Calls

You can’t video call customers using Google Voice. However, since it integrates with Google Meet, you can dial in or get invited to join a video call using your Google Voice number. 

Also, since you need to be part of Google Workspace to use Google Voice, you can host video and conference calls with prospects or customers via Meet (available on all Google Workspace plans). 

The size of the meeting will depend on your Google Workspace plan. For example, Starter users can host video calls of up to 100 participants, but Enterprise users can talk with up to 1,000 others at once. 

However, if you want to host conferences with a bigger audience or simply want to use the same tool for all your calling needs, try CloudTalk. This is a more complete VoIP solution for conferencing calls, suitable for mid and larger businesses. 

#6 Redirecting Calls to Other Numbers

Like many VoIP solutions, Google Voice allows you to redirect calls to several phone numbers. This way, you can share the same phone number on several platforms and allow your team to answer phone calls with their own separate devices. 

Yet, there is one drawback. Setting this feature up on Google Voice can be time-consuming as you need to create custom rules for all the possible forwarding options. Plus, an IT admin has to set up linked numbers, as well as verify them with a 6-digit code before being able to set automation rules.

How Does Google Voice Work?

Understanding how your desired VoIP system works is crucial for making an informed decision. That’s why we’ll now take an in-depth look at how Google Voice works.

Basics

To use Google Voice, you’ll need a device with a stable internet connection, such as a smartphone, tablet, laptop, or desk computer. It works through wi-fi and a data plan, so you can connect during commuting. No hardware is necessary, though you may use headphones.

Besides the mentioned features, Google Voice for Business can give you a new number but also offers a number porting. 

Integrations

In comparison with other SaaS software, the Google Voice integration palette isn’t so rich. While CloudTalk integrates with almost 40 industry-leading solutions (HubSpot, Salesforce, Zapier, and more), Google Voice pairs mostly with other Google services, like Calendar, Gmail, Drive, or the above-mentioned Hangouts. It is also compatible with a Polycom personal computer-based desktop video conferencing hardware system.

Further, you can also use Smith software, which offers an option to have live chat or a virtual receptionist.

We should mention that Google Voice also offers a mobile application that can be synchronized across devices. Therefore, you and your team can access Google Voice from anywhere you might happen to be. The app is compatible with both iOS and Android operating systems.

Google Voice: Personal vs. Business Usage

These two differ tremendously. Google Voice’s personal plan is completely free, yet you “get what you pay for.” It’s not a fit for a company with more than two people, since the features are highly limited and it’s only available in the US.

Acquiring more than one number is complicated. Basically, all Google Voice for personal use gives you is a free phone number suitable to call, text, and use voicemail.  

In contrast to Google Voice for business, there are no productivity, automation, or team collaboration features, such as call forwarding or redirecting voicemail transcripts to email.

Google Voice: Personal Vs. Business

Click on each section to explore the differences between Google Voice’s Personal and Business plans.

Google Voice Business In-Depth Pricing

Expand the sections you find relevant to understand how Google Voice’s pricing works for Business plans.

Technical Requirements

Google Voice supports these operating systems for desktops:

• Chrome OS
• MacOS
• Microsoft Windows

This solution is also available for the latest two versions of Android and Apple iOS.

The supported web browsers are limited to:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge
• Safari

Availability By Regions

Google Voice for Business is only available in a few countries in North America and Europe. The free version is only available in the US. 

Supported countries (from Google’s support center): 

• Belgium
• Canada
• Denmark
• France
• Germany
• Ireland
• Italy
• Netherlands
• Portugal
• Spain
• Sweden 
• Switzerland
• U.K.
• U.S. (with some exceptions, including Alaska, Hawaii, and Puerto Rico)

Other Useful Information

In terms of security, Google Voice protects your customers and employees’ information. For instance, it allows employees to take business calls on their phones without ever sharing their personal numbers with callers. It also encrypts customer and business data in transit and at rest. 

Google also guarantees that text messages, voicemail transcripts, and attachments are protected. Plus, it comes with features to protect you from any spam, phishing, or malware attempts. 

Google Voice offers 24/7 customer service, yet the type of support you get varies based on your subscription plan. You may also get answers through self-service portals like the Google Workspace Admin Help, its community hub, or knowledge base articles.

Lastly, only paid users can make emergency calls to 911 (or corresponding emergency numbers based on your region) through Google Voice. Note that this option is only available if you’re still connected to a wi-fi network or data plan during the emergency.

10 Steps to Set up Google Voice

Make sure you have enough time to set up your new Google Voice number.

Here’s how to do it:

 #1 Go to the Google Voice website on your computer and click “Get Started”. 

 #2 Sign in to your Google Workspace account. Without this account, you can’t use Google Voice as a business extension. 

If you don’t yet have a Google Workspace account, create one. But keep in mind that the Google Workspace plans are paid. They start at $5.04 per user per month and are paid on top of your Google Voice plan. 

#3 After you’ve signed in, you need to click “Add or upgrade subscription”.

#4 In the left sidebar, click “Google Voice”. Choose from the mentioned Starter, Standard, or Premier plans. 

#5 Now click “get started” – “Checkout” – “Place Order”.

#6 At this point, choose a primary or secondary location.

#7 Assign licenses to each member of your team.

#8 Now, assign area codes and phone numbers to your employees. They can choose to keep their number or you can provide them with a new one. 

Keep in mind that not every plan comes with the option to assign a number outside of your home region. Only Standard and Premier plans allow this.

#9 In case you want to keep your old number, you need to port it yourself. Start a port order and fill out the details to start a request. (Skip this step if you’re not interested in porting).

#10 You’re ready to go. You can set up additional features according to your plan or start using your new VoIP system. 

The Most Significant Google Voice Limitations

The #1 Google Voice Alternative: CloudTalk

Google Voice is a great option for small businesses based in a single location. It’s not necessarily the best choice for scaling or multinational companies with operations outside of the US. 

That’s where CloudTalk comes in. This Google Voice alternative supports inbound and outbound calling, messaging, and analytics—all in one place. CloudTalk also comes with various AI-powered features that let you view Sentiment Analysis, analyze conversation topics, and get automatic Call Recordings and Transcription. 

As if that wasn’t enough, CloudTalk lets you automate Call Queuing, build IVR (Interactive Voice Response) menus, and set Skill-Based Routing. This ensures the right agent for the task always answers. 

Plus, CloudTalk’s call audio quality is superior to Google Voice. Your team can host multiple concurrent calls without agents or customers cutting out.

CloudTalk also integrates with multiple tools that are likely already in your tech stack, such as CRM and helpdesk solutions. This way, agents won’t need to toggle from one tab to the other to get customer information as they place or pick up a call.

Lastly, if growing is in your plans, a more complete VoIP system like CloudTalk will scale with you—and support you in most countries. 

CloudTalk is the best choice if you prioritize powerful VoIP software with superb audio quality and a vast feature library. Also, with CloudTalk you gain access to detailed Analytics that let you make data-driven decisions based on calling data.

Google Voice for Business Vs. CloudTalk: Cost Comparison

How to Switch from Google Voice to CloudTalk

Customers like Glovo saw an 81.7% increase in calls and a 23.7% decrease in missed calls after leveraging CloudTalk. These results can be yours, too! 

To switch from Google Voice to CloudTalk, you simply need to pick a plan, contact our Sales team, cancel your old subscription, and let us take care of the rest. As Amanda G., a CloudTalk user says, “The implementation process was trouble-free, and customer support was very prompt in assisting with any questions. The platform integrated smoothly with my CRM software.”

Alternatively, you can first see CloudTalk for yourself via our free trial. For 14 days, it’s completely free. You can use any pricing plan and get to know the system inside and out. Then, after two weeks, you can choose to buy or move on—simple!