Professional services
When the call is the business
Law firms, accountants, clinics, agencies, consultancies. A missed call is not an inconvenience — it is a client who called somebody else instead. And what callers say to you is frequently something they would not want copied anywhere.
The first problem
Nothing may be dropped
A new client calls once. If they reach a full mailbox, a menu with no exit, or a phone ringing in an empty room, they do not call back. They call the next firm on the list. You never learn it happened.
- Every route ends somewhere deliberate. You cannot leave a call with nowhere to go.
- Overflow to a cell phone when the office does not answer within the time you set.
- A record of every missed call, with the number, so somebody can call back the same morning.
- Voicemail as text, delivered by email, so a message left at 7pm is read at 7:01, not next time somebody dials in.
- Texting from your main number, so a client who cannot talk can still reach you.
The question you can finally answer
“How many people tried to reach us last month and did not get through?”
Most firms cannot answer this at all, which means the cost of the problem is invisible and therefore never fixed. Corinne records every call, answered or not, so the number exists, and usually it is the number that justifies changing something.
The second problem
What your callers say should stay with you
A client leaving a voicemail for their lawyer, their accountant or their doctor is saying something private, and they assume it goes to you.
With most hosted phone systems, a voicemail transcription is produced by uploading that recording to a third‑party speech service. Depending on the vendor, it may be retained, and it may be used to train a model. That is a decision somebody made about your client’s words, and it is unlikely you were asked.
Corinne transcribes on hardware Reverie Tech owns, on a connection reachable only from inside the platform. There is no third‑party transcription vendor in the path, because there is no third party.
Worth asking your current provider
- “Which company transcribes our voicemail?”
- “How long do they keep the audio?”
- “Is it used to train anything?”
- “Are calls between our desk phones and your server encrypted?”
These are reasonable questions and the answers are often surprising. Ask us the same ones.
Other things firms at this size ask for
Recording, on your terms
Off by default, switched on per company or per extension by someone with the authority, encrypted at rest, purged on a schedule, with a hold for anything under dispute. Consent rules vary by state — that decision stays yours.
An audit trail
Every change to the phone system records who made it, what it was before and after, and where they made it from. Append‑only, so it cannot be tidied up later.
Roles that match the firm
A partner administering the system, a practice manager running a department, and everyone else with their own extension and voicemail — enforced on the server, not merely hidden in the page.
After‑hours that is not just a beep
Out of hours, urgent callers reach whoever is on call while everything else goes to a mailbox that is read in the morning.
Start with the missed calls
If you do not know how many you have, that is the first thing worth finding out, and it usually decides the rest.