Google Voice (formerly called GrandCentral, purchased by Google in 2007) was release a little over a year ago. CNET and TechCrunch, among others, already did a nice job covering the relaunch of this service. The focus of this review is provide an updated overview of Google Voice 1+ year on and a personal account of how the service works with an iPhone.
What is Google Voice?
The free service has a number of useful phone features. Perhaps the headliner is the ability to pick a new phone number (in whichever area code you prefer) that when called will simultaneously ring your other phone numbers (i.e., home, work, cell, etc.). People trying to reach you don't have to guess whether you're at work or on your cell and dial you multiple times.
(Now right away you might be saying that the switching cost of a new phone number makes Google Voice a non-starter. TechCrunch previously reported that number portability was coming to Google Voice by the end of 2009. And Mike Arrington somehow got his number ported to Google Voice. However, as of this writing porting is officially unavailable.)
To illustrate how Google Voice's main feature works here's how I currently use the service:
You can also use Google Voice to send free text messages, which I can also write more quickly and accurately from my computer keyboard. Unfortunately, incoming text messages to your Google Voice number are forwarded to your cell phone, which eats into your monthly text message allotment. So another change I'd like to see made is to allow you to have text messages sent to your email or Google Voice inbox instead.
Google Voice also transcribes your voicemails so that, in theory, you can read them as emails or text messages instead of listening to them. In theory because the accuracy of the transcription service leaves a lot to be desired. I've found this feature to be most useful for visually scanning to determine whether the vmail is a quick "Hi, call me back" type message, or a lengthier vmail that requires careful listening.
A few more of Google Voice's many other features include:
Google Voice on the iPhone
On the whole, Google Voice offers some impressive phone features for no cost. But how does Google Voice work with the iPhone? First, some history.
Last July there was considerable controversy when Apple rejected the Google Voice app for the iPhone. As John Gruber pointed out at the time it was not entirely clear whether this was simply Apple doing AT&T's bidding, as both companies stood to benefit by blocking Google Voice from the iPhone. The FCC launched an inquiry into the matter, which remains ongoing. Later Apple and AT&T issued a joint statement that the decision to not approve Google Voice for the iPhone was 100% Apple's. To this day, however, the Google Voice app is still not available in the App Store.
After declaring that Google Voice was coming to the iPhone "one way or another", in January of this year Google released an HTML5 'web app' version of the service. Because it is accessible from the iPhone's web browser it cannot be blocked by the nebulous App Store vetting process.
Overall the web app version of Google Voice is useful, but has some significant drawbacks. You can place the Google Voice icon on your iPhone home screen so that it can be conveniently accessed just like any other iPhone app. It has a dial pad similar to the iPhone's built-in dial pad (Google Voice has an extra prompt to initiate the phone call). You can also play your voicemails, which uses your unlimited data plan instead of your anytime phone minutes.
However, I don't always use the Google Voice web app to make outbound calls or send texts. The reason is because it is a bit more cumbersome -- and definitely slower -- than using the iPhone's built-in address book and texting. This is because web apps by their very nature can be a little to A LOT slower than the iPhone's in house apps. The delay on WiFi is a minor nuisance, but when I'm on 3G or in particularly EDGE the wait is unbearable. With the iPhone, I'm more often than not calling someone from my Favorites list. To get to that list all I need to do is double click the iPhone's button and I'm there instantaneously. With Google Voice I first have to wait for the dial pad to refresh as there is no way to set the default home screen to be my address book or inbox. Next I need click on Contacts and wait for that page to refresh.
What is result of using both my cell and Google Voice numbers to communicate? In a word, confusion. After getting a Google Voice number I asked people to delete my cell number and only call or text my Google Voice number. But people are still using my cell number because they know I'm still reachable on it. And how do they know that? Because they periodically receive a call or text from my cell number because I can't stand waiting for the Google Voice web app to refresh.
I've heard that Android's integration of Google Voice is "seamless", and I'd like to give it a try. Does seamless Google Voice integration be reason enough to make the switch from an iPhone to an Android phone? That I'm not so sure about. A number of Android phones are getting great reviews, and it will be interesting to see how Apple's 4th generation iPhone compares to them.
In terms of the market opportunity, only 1.4 million people have a Google Voice account (of which 570,000 use it every day) according to an FCC filing from November 2009. Even with better iPhone integration I wouldn't expect dramatic Google Voice growth. Enabling porting numbers could help but until then the switching costs of a new phone number too high for many people. In addition, many of Google Voice's features are probably overkill, if not overwhelming, for many users.
What is Google Voice?
The free service has a number of useful phone features. Perhaps the headliner is the ability to pick a new phone number (in whichever area code you prefer) that when called will simultaneously ring your other phone numbers (i.e., home, work, cell, etc.). People trying to reach you don't have to guess whether you're at work or on your cell and dial you multiple times.
(Now right away you might be saying that the switching cost of a new phone number makes Google Voice a non-starter. TechCrunch previously reported that number portability was coming to Google Voice by the end of 2009. And Mike Arrington somehow got his number ported to Google Voice. However, as of this writing porting is officially unavailable.)
To illustrate how Google Voice's main feature works here's how I currently use the service:
When someone calls my Google Voice number both my cell and home phone ring. This gives me the option to take a call on my home phone line when I'm home, thereby ensuring better call quality and reducing my cell phone minute useage. Or if I'm not at home my cell phone will ring allowing me to still take the call. It's that simple, and in my experience this feature works really well.
For the growing ranks who only have one phone number (their cell) Google Voice still has a couple other features that make it worth a look.
Google Voice and Chrome
I spend quite a bit of time on a computer, and Google Voice's fantastic integration with Google's Chrome browser has led me to make Chrome my default browser. Chrome allows click-to-call dialing for most (but not all) phone numbers on the web. Here's an example:
Google Voice and Chrome
I spend quite a bit of time on a computer, and Google Voice's fantastic integration with Google's Chrome browser has led me to make Chrome my default browser. Chrome allows click-to-call dialing for most (but not all) phone numbers on the web. Here's an example:
Say you're using Yelp to determine where you want to order takeout dinner. You're in the mood for a cheeseburger and fries, so you click on the phone number of Barney's Hamburgers. Google Voice goes about connecting you to Barney's without your ever having to dial the number. After clicking on Barney's number you're presented with a popup window asking which phone you'd like to use (i.e., home, cell, etc.). When you select which phone, Google Voice rings you at that phone. After you pick up Google Voice next connects you to Barney's. Presto. You're fingers never had to touch a dial pad.
There are a couple small issues. One minor change I would like to see Google make here is to allow users to set a Chrome phone preference so you can skip the extra click step of selecting which phone Google Voice dials you at. I've also noticed a consistent delay between how quickly I can make consecutive Google Voice calls. If after making a Google Voice call from Chrome I immediately click to dial another number, the call won't connect. I need to allow usually about 1-2 full seconds before placing the second call. This is a minor annoyance and may be an issue specific to my phone service provider (Comcast) or my landline phone model (Panasonic KX-TG7431). And as noted earlier, occasionally I encounter a phone numbers on the web that I cannot click-to-dial, probably due to how the phone number is formatted. In that case I either copy and paste, or type the number into Google Voice web page to initiate the call.
Other Features
You can also use Google Voice to send free text messages, which I can also write more quickly and accurately from my computer keyboard. Unfortunately, incoming text messages to your Google Voice number are forwarded to your cell phone, which eats into your monthly text message allotment. So another change I'd like to see made is to allow you to have text messages sent to your email or Google Voice inbox instead.
A few more of Google Voice's many other features include:
- Google Voice also allows you to keep a record of your vmails, like you would saved emails
- Call screening
- Do-not-disturb - one click to turn off the ringer for all your phones
- Switch phones mid-call (for times when you need to head out the door and transfer the call to your cell)
- Recording calls (useful for journalists)
- Listening in on vmails as they are being recorded
- Share voicemails (forward them like email)
Google Voice on the iPhone
On the whole, Google Voice offers some impressive phone features for no cost. But how does Google Voice work with the iPhone? First, some history.
Last July there was considerable controversy when Apple rejected the Google Voice app for the iPhone. As John Gruber pointed out at the time it was not entirely clear whether this was simply Apple doing AT&T's bidding, as both companies stood to benefit by blocking Google Voice from the iPhone. The FCC launched an inquiry into the matter, which remains ongoing. Later Apple and AT&T issued a joint statement that the decision to not approve Google Voice for the iPhone was 100% Apple's. To this day, however, the Google Voice app is still not available in the App Store.
After declaring that Google Voice was coming to the iPhone "one way or another", in January of this year Google released an HTML5 'web app' version of the service. Because it is accessible from the iPhone's web browser it cannot be blocked by the nebulous App Store vetting process.
Overall the web app version of Google Voice is useful, but has some significant drawbacks. You can place the Google Voice icon on your iPhone home screen so that it can be conveniently accessed just like any other iPhone app. It has a dial pad similar to the iPhone's built-in dial pad (Google Voice has an extra prompt to initiate the phone call). You can also play your voicemails, which uses your unlimited data plan instead of your anytime phone minutes.
However, I don't always use the Google Voice web app to make outbound calls or send texts. The reason is because it is a bit more cumbersome -- and definitely slower -- than using the iPhone's built-in address book and texting. This is because web apps by their very nature can be a little to A LOT slower than the iPhone's in house apps. The delay on WiFi is a minor nuisance, but when I'm on 3G or in particularly EDGE the wait is unbearable. With the iPhone, I'm more often than not calling someone from my Favorites list. To get to that list all I need to do is double click the iPhone's button and I'm there instantaneously. With Google Voice I first have to wait for the dial pad to refresh as there is no way to set the default home screen to be my address book or inbox. Next I need click on Contacts and wait for that page to refresh.
What is result of using both my cell and Google Voice numbers to communicate? In a word, confusion. After getting a Google Voice number I asked people to delete my cell number and only call or text my Google Voice number. But people are still using my cell number because they know I'm still reachable on it. And how do they know that? Because they periodically receive a call or text from my cell number because I can't stand waiting for the Google Voice web app to refresh.
I've heard that Android's integration of Google Voice is "seamless", and I'd like to give it a try. Does seamless Google Voice integration be reason enough to make the switch from an iPhone to an Android phone? That I'm not so sure about. A number of Android phones are getting great reviews, and it will be interesting to see how Apple's 4th generation iPhone compares to them.
In terms of the market opportunity, only 1.4 million people have a Google Voice account (of which 570,000 use it every day) according to an FCC filing from November 2009. Even with better iPhone integration I wouldn't expect dramatic Google Voice growth. Enabling porting numbers could help but until then the switching costs of a new phone number too high for many people. In addition, many of Google Voice's features are probably overkill, if not overwhelming, for many users.
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