Why Managed Service Providers shouldn’t overlook voice services

Introduction

Voice communications can be a divisive topic for Managed Service Providers (MSPs). Often seen as a cumbersome addition to their portfolio, it’s frequently overlooked in favour of simpler, more familiar subscription-based services. But what if voice could be just as straightforward, scalable, and profitable as your other SaaS offerings?

In this blog, we’ll explore how the evolution of voice technology - from traditional telecoms to true SaaS platforms - is opening new doors for MSPs. We’ll also address common concerns and demonstrate why it’s time to reconsider voice as part of your service lineup.

Why MSPs Have Avoided Voice… Until Now

Voice communications has earned a reputation for being complex, requiring specialised knowledge and technical engineering expertise for deployment and support. Traditional telecoms often demand heavy upfront investment and ongoing maintenance, making it seem like more trouble than it’s worth.

Yet, the demand for voice services remains strong. Businesses need reliable communication tools, and many prefer to consolidate their IT and voice solutions under one provider. For MSPs, this presents a significant missed opportunity.

The Rise of SaaS Voice Platforms

The best voice platforms are breaking away from the telecoms mold. Unlike their predecessors, SaaS-based voice solutions are designed to be as simple and user-friendly as any other software service. Here are some key advantages:

• Ease of Deployment: No telecoms engineers required. Setup and management are instant, intuitive and streamlined.

• Scalability: Add or remove users with a few clicks. Scale effortlessly as your customers grow.

• Low Overhead: With no hardware to manage and automated processes, you can focus on delivering value, not troubleshooting.

How Voice Fits Seamlessly Into The Portfolio

If you’re already offering services like cybersecurity, managed print, or connectivity, voice is a natural addition. Here’s why:

• Recurring Revenue: Like other SaaS products, voice operates on a subscription model, providing predictable income.

• Customer Retention: By offering an all-in-one solution, you increase stickiness and reduce churn.

• Brand Consistency: If your vendor offers full white-labeled options, the voice platform integrates seamlessly into your existing brand.

Addressing the Complexity Myth

A common misconception is that voice services require constant technical support and expertise. A true SaaS voice platform should seek to challenge this notion in key areas:

• Automation: services should be ‘click to deploy’ with app invitations pushed to end users automatically and minimal login friction with SSO and QR codes.

• Integrations: Open APIs and webhooks enable easy connections to CRMs and other tools your customers already use. These have to be ‘no code’ based, so the customer can browse, select the software services they already use, and click to login and authenticate.

Real Results from Real MSPs

Across the industry, MSPs are already reaping the rewards of adding voice to their portfolios. Here are some examples:

• Expanded Revenue Streams: Partners report growing revenue streams from voice due to the ability to deploy add-on services to it (such as call recording, integrations, wallboards, or analytics).

• Enhanced Customer Satisfaction: Businesses appreciate having a single provider for IT and communications, leading to stronger relationships (and this keeps competitors at bay).

• Simplified Operations: MSPs are able to onboard new customers quickly, with minimal disruption to their workflows.

The Opportunity for Forward-Thinking MSPs

The technology landscape is always evolving, and staying ahead means being open to new opportunities. SaaS voice platforms aren’t just about adding another product; they’re about delivering a complete, modern solution that meets your customers’ needs.

By overcoming outdated perceptions of voice, MSPs can:

• Differentiate Their Offering: Stand out in a competitive market by providing a full suite of services.

• Drive Long-Term Growth: Leverage the scalability of SaaS to grow alongside your customers.

• Simplify Their Business: Manage voice with the same ease and efficiency as other software services.

Conclusion

Voice communications has come a long way from its telecoms roots. For MSPs, embracing a SaaS voice platform is an opportunity to unlock new revenue, improve customer retention, and streamline operations. With the right tools and approach, voice can be as simple and profitable as any other service you provide.

If you’re ready to explore the possibilities of modern voice solutions, we’re here to help. Let’s start the conversation.