How Does a Virtual Receptionist Work?

women is talking As more businesses shift to remote or hybrid working environments, workforces are becoming less centralized. Many businesses are moving away from having downtown offices that house a majority of their employees. While this brings many benefits for companies, there are certainly some challenges as well. One major challenge is that customers may have a more difficult time getting in touch with different departments at your business. Thirty years ago, a customer could simply call a company’s main telephone number and be directed to the appropriate person they were looking for. With a decentralized workforce, this can be much more difficult. A virtual receptionist can help solve this problem by being a central touchpoint for customers.

What is a virtual receptionist?

A virtual receptionist is very similar to having an in-house receptionist at a company. The main difference is that a virtual receptionist is remote, i.e., no longer in the central office. It can take the form of a full-time dedicated employee answering calls remotely on behalf of the company or a technology solution.  In the world of technology solutions, a virtual phone receptionist would be software that “answers” when a customer calls the main company telephone number and directs them to the appropriate department or resource.  check in

What are examples of virtual receptionist solutions?

A virtual receptionist is most commonly described as software that acts as a digital telephone answering service. It “picks up” the incoming call and uses a series of automated messages and keypad options to resolve basic customer needs, such as scheduling appointments, routing calls to employees or providing account information. A virtual receptionist can also provide a call directory with employee extensions for customers.

How does a virtual receptionist work?

If your business doesn’t have a central office, or if you are currently transitioning to a remote working environment (and you still want customers to easily reach the right resource at your company), a virtual receptionist service may be exactly what you need.  It works by establishing a single centralized number for your business that’s either toll-free or local, making it easier than ever for your customers to get in touch with you. It also provides extensions for all your employees and routes to any device you choose. No matter where you or your employees are – at the office desk, working from home or out on the road – customers can still use the same number to reach you. Virtual receptionist services also offer voicemail and fax message forwarding services directly to your email. That way, you can exchange faxes with customers and suppliers that still use fax machines — even if your office got rid of yours years ago.

Unite Virtual Attendant Services

Unite Communications’ Virtual Attendant service offers a user-friendly virtual receptionist service that allows your customers to connect with you quickly and conveniently. With Unite Virtual Attendant, you get an auto attendant, personal phone extensions and voicemail, a dial-by-name directory, and both voice and fax delivered to your email, all through local or toll-free phone numbers. If you’re interested in learning more about Unite Communications’ Virtual Attendant service, contact us today!

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We’ve recently transferred our business telephone services from one of the big telecom companies to Unite. I have to admit – we were nervous to switch to a small company after only dealing with ‘Big Telecom’ for decades. All I can say is that I wish we had switched over to Unite years ago! Every communication and dealing I’ve had with them (in several different departments) has been amazing. It feels exactly like dealing with a local business where they care about you as a client, offer a good quality service/product at reasonable rates and have competent, smart people working for them.

Sarah Giovannone

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I wish I had found Unite sooner. We were using Rogers all these years with nothing but problems. The hold times trying to get service was just unbearable. A friend recommended Unite and I’m so glad they did. Cheaper than both Rogers and Bell with so many more options. Switching over was a breeze. I highly recommend Unite Communications for your business.

Mike Goldlist

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Other than the quick customer services and reasonable pricing, we were much impressed with the website design, too. Before we switched over from Bell to Unite, we were very hesitated and gone to a number of websites to check out their SNR services.
Once we saw the Unite site, all our concerns regarding the switch-over were answered: plain and simple. we called and the customer representative was very knowledgeable, reassuring and friendly.
Since then, we have a few special requests and these were answered promptly and great suggestions were provided. We would and have referred Unite to a few of our friends/vendors.

Porter Fine Printing Limited

I’ve been with Unite for over 2 years. I work in Account services, setting up clients with new business tools such as Unite Hosted PBX, Conferencing and Virtual Attendant. I also work with internal teams to ensure all customer requirements are met. My Operations background is an advantage because I’m able to help our customers immediately. I love introducing our clients to new products that assist them in improving communications with their clients. My goal is always to ensure the process runs smooth on both sides. Happy customers are my best measure of success. I’m Margarita Asatrian and I work at Unite.

Margarita Asatrian

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I have been on the Unite team for over 14 years. Watching the company evolve and grow into one of Canada’s fastest growing companies (2 years in a row) is a privilege and a source of pride. In addition to sales support, I work with customers to make sure the onboarding process is organized and efficient. I continue to support our clients as their needs also evolve and grow. I believe the team, and how we work together to ensure we offer the best product and service, is the primary reason for our organic growth. 


One of things I like best about Unite is that it’s 100% home grown. We are Canadian owned and operated. At a time when many companies were letting go of staff (or exporting jobs to foreign markets) we were growing and creating jobs at home. It makes me happy to be a continuing part of it.


I’m Christine Nicoll, and I work at Unite. Visit us at

Christine Nicoll

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I am a Customer Service Specialist for Unite. I have been a part of the team for over two years. Having the ability to make someone’s day makes my job very satisfying. A positive customer service experience and happy customers influence the attitudes of my entire team. My job is important and my role is key to the team’s success.

Giving my full attention to the customers and their concerns is the best tool I use to respond to an issue or circumstance in a timely manner. When customers observe a quick response time, it shows our respect and commitment to the customer’s time. I love to see the customers happy by being able to solve their problems.

Working for a company with continued growth gives me a lot of peace of mind. I look forward to watching Unite grow. I am fortunate to be a part of this growing company.

I’m Marta Woszczyna, and I work at Unite.

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I have been on the Unite team for over 2 years as a Business Development Manager – responsible for helping customers find solutions to understand and solve their business telecom challenges. Customers are often surprised how easy it is for us to streamline their telecommunications with affordable, flexible and reliable alternatives. We are able to customize a solution for each customer, making the experience both personable and actionable. Unite is a great place to work. Looking forward to implementing and sharing our next iteration of projects. I’m Jeremy Rozen, I work at Unite.

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As a Business Development Associate for Unite, I work with potential and existing customers to demonstrate products and answer their questions. I believe strong communication skills, excellent customer service skills, relationship management skills and an in-depth knowledge of Unite’s products or services are the best tools to be successful. Most of the time, I continue to be the main point of contact even after the final purchase is made. When this happens, I know I have done right by the customer. I am a people person, when the customer is happy, I am very happy. 
Our products and services make it easy to continue to assist customers. I help assess any current business constraints and will introduce the customer to relevant services that can have a large impact on productivity. Unite also provides me with a lot of flexibility. We don’t just sell Unite services – we use them. This allows me to work from the cottage when I need a break from the city. I have a central office, wherever I am. This flexibility has made a positive impact on me both professionally and personally.
Working for a company that I believe in and believes in me is awesome. I am Margaret Sutton, and I work at Unite.

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