Google Voice -- Something To Talk About
Earlier this year, Google revealed that during the period of apparent inactivity, it had been secretly working to improve and enhance the service, which was eventually relaunched as Google Voice. While Google Voice is currently open to previous Grand Central members, the company maintains an invite list for new members, as it did when rolling out its Gmail service, which allows users to reserve a place in the wait queue to sign up.
Available only to users in the U.S., users select a phone number from a pool of available area codes. Via a Web-based application, the user can then configure the service so when a call comes in to the Google Voice number, it will be transferred to any or all of the user's actual phone numbers. The decision as to which number(s) the call will be forwarded to can be made based on the calling number or contact group (friends, family, work, etc.), or the time of day the call comes in. In this fashion, the user only needs to give out one telephone number to everyone, and his or her calls can be managed through Google Voice.
Features similar to standard phone services consist of conference calling, a centralized voice mail and the ability to block specific known numbers. Other features include automated voice-mail transcription which, in true Google fashion, is indexable, and the option to set different voice-mail greetings based on the caller. A popular and unique feature allows the user to switch lines in the middle of a call so, for instance, if the user were talking on their cell phone and walked into the house, they could easily transfer the call to their home telephone without dropping the call. Another is called Listen In, which gives the user the ability to screen a call, similar to an answering machine, and listen while the caller is leaving a voice mail before deciding whether or not to take the call.
Although not specifically designed for business use, Google Voice has the potential to be an inexpensive "virtual assistant," enabling employees to be more productive. With the service, users are no longer chained to a desk, or even an office, waiting for an important call. They can now be reached practically anywhere without the need for multiple phone numbers, and the voice-mail transcription feature eliminates the need to take notes.
Google Voice supports SMS (text message) and allows users to receive, and send, SMS messages via the Web-based portal. This is a nice alternative to e-mail when the message is urgent since SMS offers a more instantaneous method of delivery.
A mobile application is available that brings Google Voice features to smartphones. Besides being able to make calls using the Google Voice account, users can manage their inbox as well as retrieve voice mails, including transcripts. Interestingly, the mobile application is not available for the iPhone. Although the program exists, Apple has rejected it from the App Store claiming that it duplicates features on the device. Recently, the Federal Communications Commission opened an investigation into the matter, and Google still has hopes to release the application eventually.
Grand Central was rapidly growing in popularity when Google bought the service. While it has been slow to open it up again to new members, it appears that Google Voice will continue to expand its user base once the gates are open again.