Google is looking to make a business push in 2010. Google Voice is a robust application and a service that wireless carriers have been offering for years. AT&T, Sprint and Verizon have all offered Fixed-Mobile Convergence solutions with limited success.
Why will Google succeed where the carriers have failed?
The main reason Google Voice will work in the corporate environment is because it doesn’t require IT or Telecom involvement. If a user wants Google Voice they can begin taking advantage of it immediately. No need for business case review or ROI analysis. Forward your desk phone to your Google Voice number, update your auto signature and start giving out your Google Voice number exclusively.
You are able to configure Google Voice the way you want, not bound by stodgy IT Policies. Take advantage of visual voicemail, voicemail to text transcription, custom greetings, and intelligent call forwarding. Everything an employee could want, right?
Is Google Voice better than the carrier solutions?
For forward-thinking IT and Telecom companies? No. For the vast majority of organizations? Yes. What the wireless carriers (and other stand-alone telecom companies like Cisco) provide is an extension of the PBX and free calling when “on campus”. A true Fixed-Mobile Convergence application. You get four or five digit dialing, intelligent call forwarding, voicemail stored on the Enterprise PBX (if you want), and your land line provider international calling rates. The carrier solutions are better equipped at letting the organization manage the wireless and telecom services. Support issues are reduced, cost is often better managed, and it’s a common experience for all wireless users.
What do you do as an organization?
If you mange your wireless or telecom services for your organization the first step is to understand these new technologies. Work with your sales force, your managers, and other wireless users to understand their needs. As an organization are you providing the services they need? Talk to your wireless carriers and telecom providers to determine what their solutions are. Your account rep may not be the best person. Speak with your account team’s mobile application specialist.
After you understand the options, perform small pilot groups. The carriers should work with you to provide free or discounted services during the pilot period. After the pilot, gather the feedback and make your decision. The Fixed-Mobile Convergence solutions provided by your wireless carrier do not require any capital expenditure; it’s just a small monthly expense that usually pays for itself in the first month.
Before implementing the service you will need to update your wireless policy. Develop your training material, and determine how you will communicate the new services. Is your organization committed to providing the tools your workforce needs, or are you going to force people to find workarounds and sub-optimized solutions?
If 3 Red Shells can assist in any way, we’re more than happy to help.
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