When it comes to automation and advanced technology, companies are looking for ways to improve efficiency while still delivering an exceptional customer experience.  Automated phone systems offer businesses in various industries a convenient way to streamline their call-handling processes, enhance efficiency, and reduce customer wait times. 

From enterprises to SMBs, these communication systems offer features that allow for personalized messaging and seamless integration with CRMs and other customer service platforms.  

Below, we'll cover what automated phone systems are and which ones can work hand in hand with the receptionist services from Smith.ai — including both AI receptionists and virtual receptionists — to deliver a consistent communication experience.

What is an automated phone system?

Automated phone systems are telephony solutions that use pre-recorded or AI-generated prompts to answer and route calls without requiring a live operator on every call. They are most commonly implemented through features like auto attendants and interactive voice response (IVR), and today are typically delivered via modern cloud-based phone systems — though on-premises solutions still exist in some organizations.

When a customer calls, the automated system plays a custom business greeting and then presents a menu of options to help them reach the right destination. For example, after the greeting, the caller might hear: “For sales, press one; for customer support, press two.”

Automated phone systems can also share basic information, such as hours of operation, directions, or holiday closures, before routing the caller. In practice, they may send callers to a live agent, a voicemail inbox, or a self-service workflow, depending on your configuration and the caller’s input.

Many modern systems also incorporate interactive voice response (IVR) and voice recognition, which allow callers to use their keypad or natural speech to navigate menus and get help more quickly.

How do automated phone systeme or auto attendants work?

Auto attendants help direct callers to the appropriate live agent. Here’s how they work: 

1. When a call comes in, the auto attendant delivers a customized business greeting. For example, “Thank you for calling [business name]. Our hours of operation are [business hours].” 
2. The auto attendant delivers a menu of routing options. 
3. The caller inputs the number that corresponds with their desired destination. 
4. Systems with a multi-level auto attendant feature may deliver a submenu with additional options for more precise call routing. 
5. The auto attendant routes the caller to a live agent or hold queue, depending on their keypad input. If the live agent is unavailable, the auto attendant will direct the call to a voicemail or an alternative agent.

Types of automated phone systems

Not all auto attendants are built the same. Depending on your business size, call complexity, and customer expectations, different types of automated phone systems may be a better fit. Here's an overview of the most common types:

Single-level auto attendant

A single-level auto attendant provides one straightforward menu of options. Callers hear a greeting followed by a simple list of choices — like "Press 1 for sales, press 2 for support" — and are immediately routed to the corresponding department or agent. This type works well for small businesses with a limited number of departments and straightforward call-routing needs.

Multi-level auto attendant (IVR)

Multi-level auto attendants, often powered by interactive voice response (IVR) technology, offer hierarchical menus with submenus. Callers can drill down through multiple layers — selecting a department first, then a service type, then a specific inquiry — before reaching their destination. This type is ideal for larger organizations with complex structures, specialized teams, or high call volumes that require precise routing.

AI-powered auto attendant

AI-powered auto attendants go beyond keypad-driven menus by using natural language processing and machine learning to understand caller intent through voice commands. These systems can interpret spoken requests, answer common questions, and dynamically route calls — creating a more conversational and intuitive caller experience. They're best suited for businesses that want to offer a modern, frictionless phone interaction. To understand how AI-powered call handling differs from live agent services, read our comparison of AI receptionists vs. virtual receptionists.

Virtual receptionist

While not a traditional auto attendant or IVR, a virtual receptionist — like the services offered by Smith.ai — sits on top of your phone system to combine automated call handling with live human support.

In a typical setup, your automated phone system answers the call first and then routes it to a virtual receptionist team (or AI receptionist) based on your rules. From there, trained receptionists or AI agents can:

• Handle more complex conversations.

• Screen and qualify leads.

• Schedule appointments.

• Route calls using nuanced criteria, like caller type, urgency, or account value.

This combination is ideal for businesses that want the efficiency and consistency of automation, paired with the warmth, judgment, and flexibility of real people — especially in sensitive or high‑value scenarios. You can explore the key benefits of virtual receptionist services to decide if this added layer makes sense for your business.

Benefits of automated phone systems

Auto attendants do more than just answer and route calls — they deliver measurable advantages that help businesses operate more efficiently and serve customers better. Here are some key benefits of using an automated phone system:

• Reduced wait times: Auto attendants route callers to the right department or agent immediately, eliminating the need for a live operator to manually transfer calls and cutting down on hold times.
• 24/7 availability: Automated phone systems can answer calls around the clock, providing callers with essential information like business hours, FAQs, and holiday closures — even when your team is offline.
• Lower operational costs: By handling initial call intake and routing automatically, auto attendants reduce the need for dedicated front-desk staff, freeing up your team to focus on higher-value tasks.
• Consistent caller experience: Every caller receives the same professional greeting and menu options, ensuring a polished and uniform brand experience regardless of when they call or who's on duty.
• Improved call routing accuracy: Auto attendants direct callers based on their input, reducing misrouted calls and the frustration of being transferred multiple times before reaching the right person.
• Scalability: As your business grows, automated phone systems can easily accommodate increased call volumes by adding new menu options, extensions, or departments — without hiring additional staff.
• Enhanced professionalism: Custom greetings and structured menus give even small businesses the polished, organized feel of a larger operation, boosting caller confidence and trust.

Top automated phone systems and how they connect to Smith.ai 

Ready to streamline your communication? Below, we’ll highlight nine automated phone systems, including their key features, pricing, and how to integrate them with Smith.ai.

If you don’t see the phone system you had in mind, let us know by sending in an integration request. 

1. RingCentral 

Best for: Large companies and enterprise businesses looking for a UCaaS solution

RingCentral is a cloud-based unified communications solution with auto attendant functionality on all plans. The multi-level IVR feature — available on the Ultra plan — supports up to 250 IVR menus and submenus, and a visual flow design feature lets users map call flow structures with no code necessary. All plans also include HD video meetings, unlimited audio conferences, team messaging, and business app integrations.

Key features:

• Basic auto attendant on all plans with customizable menu options
• Multi-level IVR on the Ultra plan with up to 250 menus per account, including submenus
• Call recording and custom greetings with business hours
• A dial-by-name directory that allows callers to find agents by name
• Customizable regional settings based on location
• Advanced call queue and routing rules for premium plans

Connect your RingCentral account to Smith.ai to seamlessly transfer callers from your auto attendant to a dedicated receptionist team. 

Whether you prefer AI-first call handling or a human-led approach, Smith.ai helps you handle calls around the clock so you can address all customer inquiries accordingly.

2. Dialpad

Best for: Companies searching for a system with AI capabilities

Dialpad is an AI-powered collaboration platform with a multi-level auto attendant on all business phone plans. A key differentiator is that AI-powered features like real-time transcription are included even at the entry-level Standard plan — unlike many competitors that reserve AI capabilities for premium tiers. The platform also offers analytics, reporting, and integrations with productivity tools and customer engagement platforms on every tier, with open APIs for custom workflows.

Key features:

• Flexible call routing to direct calls based on skill level, who's been idle the longest, or according to a fixed order
• Call flow prioritization to better manage urgent calls in the queue
• IVR menu analytics to determine the effectiveness of your call routing options
• Custom greetings available in multiple languages
• Messaging tailored to your business hours
• AI-powered real-time call and voicemail transcriptions included on all plans
• Sentiment analysis and speech coaching available on Pro and Enterprise plans

Easily connect your Dialpad phone number to Smith.ai so incoming calls get answered even after business hours. With Dialpad's 24/7 auto attendant and around-the-clock receptionist coverage from Smith.ai, you'll never miss a customer's call again.

3. Nextiva 

Best for: A well-rounded VoIP system compatible with desktop and mobile

Nextiva is a VoIP business phone system with auto attendant included as standard across all plans — a key value differentiator. The Essential plan includes customizable greetings and basic call routing, while higher-tiered plans add multi-level IVR, skills-based routing, and AI call summaries. With the NextivaONE app, teams can answer calls from anywhere, and all plans include unlimited voice and video calls, voicemail, toll-free numbers, and unlimited internet fax.

Key features:

• Custom greetings that allow callers to choose the person or department they need to reach
• Advanced call routing that can direct calls based on priority, business hours, or skills
• Sequential and simultaneous routing options available on all plans
• Call pop to give agents all the information they need before they pick up a call
• Call park to easily transfer calls from one line to another
• AI voicemail transcription to turn voicemails into text for quick and easy reading

Forward your calls from Nextiva to Smith.ai and let the trained AI receptionists and virtual receptionists handle calls and after-hours inquiries, or step in while your agents are out so your team never has to send a caller to voicemail.

4. Phone.com 

Best for: Businesses with low call volumes seeking a cost-effective phone system

Phone.com is a business communication platform offering phone, video, and productivity features. The Basic plan is $18 per month per user and includes over 50 voice features, including an auto attendant with menu systems. Higher-tiered plans add video meetings, call recording, additional phone numbers, and professional receptionist services — contact sales for Plus and Pro pricing.

Key features:

• Text-to-greeting tool that allows you to create custom greetings and audio messages
• Voice tagging to inform agents which menu option a caller selected before they answer the call
• Scheduled routing to direct incoming calls to different numbers, people, or submenus based on the day and time
• Dial-by-name directory so callers can easily search for the person they need to speak to, with name readback for caller confirmation
• Email notifications with audio attachments every time you get a voicemail
• Call analytics and data available on Pro plan

Forward callers from your Phone.com number to Smith.ai to seamlessly handle customer inquiries, lead screening, or scheduling. The AI Receptionist and virtual receptionist teams are available to answer 24/7 so no customer goes unanswered.

5. Grasshopper 

Best for: Small businesses and sole proprietors looking for a phone and SMS communication solution

Grasshopper is a virtual phone system designed for sole proprietors and small business owners, available through desktop and mobile apps. All plans include an auto attendant and an instant response feature that automatically texts customers when you miss their call. The Solo Plus plan supports call forwarding to up to 15 numbers, and the Small Business plan includes unlimited extensions and users for growing teams.

Key features:

• Custom greetings that play automatically when a customer calls
• Auto attendant with call routing based on caller input on every plan
• Call forwarding to any device — mobile, desktop, or landline
• Instant response to automatically text customers when you miss their call
• Incoming call control to forward calls based on business hours or individual schedules
• Voicemail transcription that converts messages to text and sends them via email
• Usage reports to view call metrics, detail reports to view important call information, and activity reports for an overview of calls by type

If your team isn't able to handle an influx of incoming calls, you can connect your Grasshopper account with Smith.ai. The AI receptionists and virtual receptionists act as an extension of your business and ensure you never miss another call.

6. Ooma 

Best for: Small business and in-person teams

Ooma is an auto attendant that offers virtual receptionist and call flip features on every plan, starting at the entry-level Essentials tier. The Essentials plan includes over 50 features, a local phone number, and unlimited calling to the U.S., Mexico, Canada, and Puerto Rico. CRM integrations, video conferencing, analytics, and call queues are reserved for the Pro Plus plan — important for businesses needing that connectivity.

Key features:

• Dial-by-name directory to easily find the right agent
• Menu options for different languages
• Ring groups that ring multiple lines simultaneously until the next available agent answers
• Call park that allows any agent to pick up a call that's on hold and in a "parking spot"
• Custom menus based on business hours, schedules, and holidays
• Call flip to move active calls from one device to another without interruption — included on all plans

Easily forward your calls to Smith.ai from your Ooma account for professional call handling — whether it's routine inquiries, complex situations, or after-hours and holiday coverage.

7. Vonage 

Best for: SMBs looking for a customizable and easy-to-use VoIP solution

Vonage is a VoIP phone system with both an auto attendant and Never Miss a Call features included on all plans — even the entry-level Mobile tier. The Vonage Business Communication solution adds mobility options, over 20 third-party integrations on Premium, and video conferencing for desktop and mobile. Note that some features — like desk phone support, on-demand call recording, and visual voicemail transcription — require higher-tier plans.

Key features:

• Customizable greetings with text-to-speech or custom recorded messages, plus call hold music
• Never Miss a Call suite that includes call forwarding, simultaneous ring, follow me, and do not disturb features so you can choose how to route calls
• Advanced scheduling for business hours, holidays, and custom events
• Call park feature, which gives you the option to transfer callers to multiple users instead of one
• Call announce feature that gives agents the reason for the call before they're connected
• Call flip to easily transfer calls from mobile to desktop and vice versa

Vonage seamlessly integrates with Smith.ai to forward and port calls for professional receptionist handling. After connecting with your customers, calls can be transferred to any Vonage business line based on the caller's needs for a smooth and easy handoff.

8. 8x8

Best for: Growing companies making global business calls

8x8 is a cloud-based business phone system with a multi-level auto attendant with unlimited menu depth on all paid phone plans. Call flows are fully customizable with time-based routing for business hours, after-hours, holidays, and special events. 8x8 offers unlimited calling to up to 48 countries depending on plan tier — with entry-level plans covering 14 countries and higher-tier plans expanding to 32 or 48 countries — plus local number porting from over 120 countries for international presence without physical offices.

Key features:

• Auto attendant profiles based on set schedules, time zones, locations, or languages
• Call queues that can share important business information with callers while they're on hold
• Ring groups with different ring patterns to help distribute calls among multiple agents
• Call parking to allow any available extension to pick up a call on hold
• AI-powered call analytics including sentiment analysis and conversation transcription on higher-tier plans
• Custom access controls depending on the user's role and job function

As your business expands, ensure you never miss a call by transferring your 8x8 phone line to Smith.ai. With 24/7 receptionist coverage, you can handle routine calls, escalations, complex scheduling, and sensitive caller situations — connecting with customers no matter their time zone.

9. GoTo Connect

Best for: Remote teams looking for an integrated cloud phone system

GoTo Connect is a cloud-based auto attendant that answers incoming calls with pre-recorded greetings, company updates, and other important business information. It includes local, toll-free, and vanity numbers, smart call routing, and a visual call flow editor for managing call paths without technical expertise. 

GoTo Connect also offers robust collaboration features — team messaging, video meetings with up to 250 participants, breakout rooms, screen sharing, and meeting notes — making it ideal for remote teams.

Key features:

• Advanced call flows to forward calls to any extension, number, or outside line
• Unlimited number of customized welcome greetings and voice messages to share important updates or business hours
• Visual call flow editor with drag-and-drop interface to easily build your call flow structures — no coding or technical expertise required
• Virtual voicemail with audio messages sent to your email
• Call routing schedules based on business hours and office closures
• Real-time analytics that provide insights into communication and collaboration among your team
• Dial plan cloning to replicate successful configurations across departments or locations

Don't want to let calls go to voicemail? Easily forward them from GoTo Connect to Smith.ai for professional receptionist handling — so every call gets attention when you're not available.

Level up your communication with Smith.ai

Many leading auto attendants integrate seamlessly with Smith.ai’s receptionist services. For the systems listed in this guide, you can typically connect your number and forward calls directly to Smith.ai, making it easy to combine your existing phone setup with 24/7 AI receptionists or live virtual receptionists.

Choose the AI Receptionist for efficient, AI-first call handling or the Virtual Receptionist for a human-led approach enhanced by AI, with 24/7 coverage for customer inquiries, lead screening, appointment scheduling, and call routing.

Both services connect with 7,000+ software platforms, keeping your CRM and tools updated automatically — no manual data entry required. With expert-led onboarding and ongoing optimization, Smith.ai delivers professional call handling at subscription-level pricing with enterprise-level customization.

Book a consultation today to level up your business communication.