![Google Hangouts](https://old.roi4cio.com/fileadmin/user_upload/Google_Hangouts.png)
Categories
Problems that solves
Low quality of customer service
Customer attrition
Low quality of customer support
Poor communication and coordination among staff
Values
Reduce Costs
Improve Customer Service
Appraise and Train Staff
Support Customers
Description
Google Hangouts is a communication platform developed by Google which includes messaging, video chat, SMS and VOIP features. It replaces three messaging products that Google had implemented concurrently within its services, including Google Talk, Google+ Messenger (formerly: Huddle), and Hangouts, a video chat system present within Google+. Google has also stated that Hangouts is designed to be "the future" of its telephony product, Google Voice, and has already integrated some of the capabilities of Google Voice into Hangouts. Users can be messaged by their Google+ accounts. Google has been planning to evolve Hangouts into 2 main parts that are the most important: Hangouts Chat and Hangouts Meet. This service is already available to G Suite customers and will be available to consumer uses. Google is not sure of when to allow normal consumers to use both new services. Google will attempt to allow every user of Classic Hangouts migrate to both new services. Hangouts allows conversations between two or more users. The service can be accessed online through the Gmail or Google+ websites, or through mobile apps available for Android and iOS (which were distributed as a successor to their existing Google Talk apps). However, because it uses a proprietary protocol[8] instead of the XMPP open standard protocol used by Google Talk, most third-party applications which had access to Google Talk do not have access to Google+ Hangouts. Chat histories are saved online, allowing them to be synced between devices. A "watermark" of a user's avatar is used as a marker to indicate how far they have read into the conversation. Photos can be shared during conversations, which are automatically uploaded into a private Google+ album. Users can also now use color emoji symbols in their messages. As with the previous Google+ Hangouts, users can also perform a group video chat with up to 10 users at a time. In 2016 Google upgraded Hangouts to 25 concurrent users in HD video for Work/Education. The new Google Hangouts app on iOS integrates a Google Voice number to some extent, but on Android the SMS support in Hangouts doesn't fully integrate with Google Voice for calls or texts. Integration was first expected by 2014, but was deprecated in January 2016. The reason for the delay appears tied to Google switching away from the XMPP protocol it used, as mentioned above. For Google Chrome, users do not need to install a plugin. However, for Internet Explorer 11, the user must install the "Google Talk Plugin" to be able to use the video features. In Android 4.4, Hangouts is integrated with text messages sending and receiving functions, which is the default SMS app on the Nexus 5. For other Android phones, users can choose to open the SMS function when they download the new version of Hangouts via Google Play. SMS conversations are shown in a drawer on the left side. The update also adds GIF support and a new location-sharing button, which allows the user to send their GPS location to their contacts. As of version 2.3 (September 12, 2014), Hangouts includes the ability to make free voice calls to other Hangouts users, and charges users (via pre-registered credit) to call landline and mobile phones internationally except for calls to the United States and Canada which are free of charge. Currently, Android users must have both the Google Hangouts and Hangouts Dialer apps installed if they wish to call landline or mobile telephone numbers via the public switched telephone network. On August 15, 2016, Google announced that Hangouts on Air will be discontinued on September 12. Users will have to utilize YouTube Live for live-streaming events. Google Hangouts includes several Easter eggs to surprise users.