How to Start Offering VoIP as an MSP (And How to Pick a Provider Without Regretting It Later)
MSPs across the country share a universal experience: the moment a client casually asks, “Do you guys also do phones?” Most respond with something like “We can look into that!” while internally panicking about the number of telecom acronyms they don’t actually understand. SIP trunks? DID numbers? STIR/SHAKEN protocols? Suddenly, managing networks and cybersecurity seems refreshingly straightforward.
VoIP represents one of those services that sits in an awkward middle ground for MSPs. It’s clearly adjacent to their core offerings—after all, it runs on the network they already manage. Clients assume their IT provider handles communications too. Yet telecom brings its own special brand of complexity, from regulatory compliance headaches to support calls that begin with “the phones sound terrible and everyone’s angry.”
According to industry surveys, most MSPs recognize that Unified Communications as a Service has strategic importance for growth and customer retention. They understand the revenue potential and the defensive value of owning more of the client’s technology stack. But hesitation persists, rooted in legitimate concerns about margins, support complexity, and the fear of vendor relationships gone wrong. The telecommunications industry has earned its reputation for burning partners who trusted the wrong providers.
This guide walks through exactly how MSPs can start offering VoIP services—with zero fluff and a healthy dose of reality—and how to select a provider that won’t turn into a regrettable decision six months down the road when emergency support calls start arriving at 3 AM.
Why MSPs Actually Need VoIP- Even If They Don’t Want To Admit It
Avoiding VoIP creates bigger problems than offering it ever could. Customer expectations have fundamentally shifted toward vendor consolidation. Businesses increasingly prefer a single provider for IT, security, internet connectivity, and phones. When an MSP doesn’t provide communications services, they create an opening for competitors to establish a foothold.
Protection of existing relationships becomes the critical issue. Once another provider gains access through telecom services, they’re perfectly positioned to expand into the MSP’s core offerings. The conversation shifts from “Can you help with our phones?” to “Since you’re already handling our phones, can you also look at our network?” Before long, that MSP watches their client relationship erode from multiple directions.
Phone systems are notably “sticky” services—stickier than that ancient piece of gum under every conference room table. Once a business configures its communications infrastructure and establishes call flows, switching providers becomes about as appealing as reorganizing the entire office filing system using only Post-it notes. This creates predictable, long-term recurring revenue that protects the overall client relationship. By skipping VoIP, MSPs essentially hand competitors a key to the front door, a map to the server room, and a handwritten invitation that says “Please feel free to steal our clients—we weren’t using them anyway.”
Additional revenue opportunities emerge from VoIP deployments. Contact center solutions, AI integrations, compliance recording, and analytics all flow naturally from an established communications platform. These higher-margin services remain inaccessible to MSPs who refuse to own the underlying voice infrastructure. The competitive landscape has shifted: it’s no longer about whether MSPs should offer VoIP, but rather how quickly they can add it without drowning in telecom complexity.
Choosing Your VoIP Delivery Model
MSPs face three basic delivery models when adding VoIP services. Each carries different levels of responsibility, revenue potential, and likelihood of causing regret.
Pure Referral Model
How it works:
MSP sends leads to a provider
Provider pays a one-time commission or reoccurring monthly or quarterly commission
MSP involvement ends
Pros:
Zero ongoing work required
Zero technical responsibility
Zero risk exposure
Cons:
Zero relationship control
Zero customer stickiness
Provider owns the client relationship entirely
This model works perfectly for MSPs who enjoy watching revenue walk away while another company builds a relationship with their clients. Whether the provider offers a one-time commission or recurring monthly payments, the fundamental problem remains: the MSP surrenders relationship control. The recurring commission might feel better than a single payment, but it’s still the business equivalent of becoming a landlord’s referral service—you get a small cut while someone else owns the property and collects most of the rent forever.
Resell Model (The MSP Standard)
How it works:
MSP remains customer-facing and owns the relationship
Provider handles installation, provisioning and support infrastructure
MSP earns recurring revenue on every seat
Pros:
Reliable recurring revenue stream
Provider manages telecom complexity
MSP maintains trusted advisor status
Customer sees MSP as their primary contact
Lower risk than white-label approaches
No need to navigate FCC regulations, STIR/SHAKEN compliance, or telecom-specific tax obligations
Cons:
Lower margins compared to white-label
Some dependency on provider’s responsiveness
Less control over branding
Resell Model Checklist:
Verify recurring revenue structure with provider
Confirm margin percentages and payment terms
Understand support escalation procedures
Clarify which tasks MSP handles vs. provider
Review customer-facing communication protocols
Assess provider’s partner enablement resources
Most MSPs should choose this model for VOIP service. It delivers real recurring revenue without requiring the MSP to become a telecom specialist. The provider handles porting nightmares, carrier coordination, and deep technical troubleshooting while the MSP focuses on customer relationships and network-level support.
White-Label Model
How it works:
MSP sells VoIP under their own brand
MSP assumes more support responsibility
MSP often handles billing directly
Provider operates largely in the background
Pros:
Highest profit margins
Strongest brand control
Maximum customer loyalty
Product feels like MSP’s own offering
Cons:
Requires significant internal process maturity
Greater responsibility when systems fail
Demands more sophisticated support capabilities
Needs careful provider selection for backend reliability
Requires substantial investment to become a CLEC (Competitive Local Exchange Carrier) with associated FCC compliance obligations, telecom-specific taxation complexities, STIR/SHAKEN implementation, robocall mitigation plans, and ongoing regulatory overhead
White-Label Model Checklist:
Assess internal support team capacity
Verify documentation and process maturity
Confirm provider’s white-label support structure
Review branding and customization options
Understand escalation paths for complex issues
Evaluate billing integration requirements
Test provider’s partner training program
Determine CLEC certification requirements and associated costs
Review FCC compliance obligations including STIR/SHAKEN implementation
Assess robocall mitigation plan requirements and ongoing maintenance
Understand telecom-specific taxation complexities across jurisdictions
Evaluate regulatory reporting obligations and filing procedures
Confirm capability to handle interstate and intrastate compliance separately
Review E911 compliance requirements and location tracking obligations
White-label can be highly lucrative for mature MSPs with established support processes and technical confidence. However, choosing a provider who can’t deliver reliable backend infrastructure turns this model into a support nightmare. The MSP’s brand becomes associated with every outage, every call quality issue, and every porting delay—without the telecom expertise to fix problems independently.
The Four Non-Negotiable Capabilities Checklist
MSPs must establish four core capabilities before successfully offering VoIP services. Missing any of these creates customer dissatisfaction and internal chaos.
Network Readiness
VoIP quality lives or dies on network performance. As the network expert, the MSP already possesses a natural advantage, but voice traffic introduces specific requirements that generic network management might overlook.
Network Readiness Checklist:
Implement QoS (Quality of Service) policies for voice traffic prioritization
Configure VLAN segmentation to separate voice from data traffic (if required)
Validate bandwidth sufficiency for concurrent call volume
Assess local network health before deployment
Provide realistic bandwidth recommendations to clients
Control or influence firewall configurations for SIP traffic
Document network architecture for troubleshooting
Test call quality under network load conditions
Never—and this cannot be stressed enough—launch VoIP on a network where someone refuses to replace their consumer-grade router from 2013. Those ancient devices were designed when “streaming” was best associated with fishing, and they will absolutely destroy call quality while everyone blames the MSP for “broken phones.” Some battles must be won before deployment begins.
Device Strategy
Desk phones, softphones, mobile apps, headsets—everyone has strong opinions about hardware, and somehow all those opinions conflict with each other. The finance department demands physical desk phones. The sales team wants mobile-only. IT wants softphones to reduce hardware management. Meanwhile, the CEO just wants “whatever works” without understanding that those words contain no actual technical specification.
Device Strategy Checklist:
Select provider with certified hardware program
Verify simple provisioning and auto-configuration tools
Establish hardware support and warranty procedures
Create standard device packages for different user types
Test softphone compatibility across operating systems
Validate mobile app functionality and features
Document device setup and troubleshooting procedures
Plan for headset compatibility and recommendations
Providers with comprehensive device programs eliminate the “what firmware version is that?” detective games that waste countless support hours. Techmode’s SAFE Device provisioning ensures hardware arrives secured, supported, and compatible without requiring MSPs to become hardware specialists.
Support Alignment
The biggest MSP VoIP pain point isn’t missing features or complicated interfaces. It’s support issues—specifically, the soul-crushing experience of contacting provider support and receiving anything other than competent assistance from someone who actually understands telecommunications.
Support Alignment Checklist:
Verify support team location (U.S.-based vs. offshore)
Confirm response time SLAs for different severity levels
Test actual support quality before committing
Understand escalation procedures for complex issues
Assess whether support uses ticket systems or direct engineering access
Evaluate provider’s understanding of MSP environments
Review support availability (24/7 vs. business hours)
Confirm communication style matches business expectations
Support quality determines whether the MSP-VoIP relationship succeeds or collapses. Providers offering Concierge Services transform support from a liability into a competitive advantage. When clients experience responsive, knowledgeable assistance, they attribute that quality to the MSP who selected the right partner.
Documentation Requirements
This represents the mindset piece that separates successful MSP VoIP offerings from chaotic disasters. Voice services generate specific documentation needs that extend beyond typical IT asset tracking.
Documentation Requirements Checklist:
Maintain extension maps for all users
Create and update call flow diagrams
Track carrier information and account details
Document E911 address assignments
Record porting timelines and completion dates
Log device assignments by user and location
Document access controls and admin credentials
Track integration configurations with CRM/ERP systems
Note custom configurations and special routing rules
Documentation habits determine whether troubleshooting takes five minutes or five hours. When a client calls about a routing issue, having accurate call flow diagrams means solving the problem immediately instead of reconstructing their entire phone system from memory while they wait impatiently.
The Provider Selection Framework
All UCaaS platforms look spectacular in demos. Every provider showcases their “intuitive interface,” their “AI-powered analytics,” and their “clean dashboard that revolutionizes communication”—except everyone stops using that dashboard by week three. Sales demonstrations reliably fail to reveal the problems that emerge six months post-deployment.
Selection criteria must extend beyond feature checklists to evaluate the factors that actually determine long-term satisfaction.
Partner Program Quality
Partner Program Evaluation Checklist:
Confirm recurring revenue structure and payment timing
Verify margin control and pricing flexibility
Assess white-labeling options if desired
Review enablement resources and training programs
Test provider responsiveness during sales process
Understand co-selling support availability
Evaluate partner portal functionality
Confirm marketing and sales tool access
Margin structure determines profitability. Some providers offer traditional agent models with 10-20% commission—essentially paying MSPs to generate leads. Strategic partnerships deliver 30%+ margins by treating MSPs as true channel partners rather than lead sources.
Deployment Support
Number porting represents where MSPs lose patience and customers lose trust. The process involves carrier coordination, LOA documentation, timing uncertainties, and enough acronyms to fill a telecommunications dictionary. When providers treat porting as “the MSP’s problem,” disaster follows.
Deployment Support Checklist:
Verify provider manages LOA and porting process
Confirm clear timeline communication
Assess escalation routes for carrier issues
Review pre-deployment planning procedures
Evaluate network assessment offerings
Test provider’s project management approach
Understand equipment pre-configuration services
Confirm cutover planning and execution support
Providers who include dedicated project managers handle deployment complexity, preventing the launch-day panic that ruins MSP-client relationships. When deployment goes smoothly, clients attribute that success to the MSP’s competence. When deployment becomes a disaster, clients remember the chaos forever.
Architecture Flexibility
Different clients require different telephony architectures. A remote-first startup needs different infrastructure than a multi-location manufacturer with desk phones at every workstation. Providers who force one-size-fits-all solutions create compromise scenarios where nobody gets what they actually need.
Architecture Flexibility Checklist:
Verify cloud deployment options
Confirm hybrid on-premise/cloud capabilities
Assess virtual deployment support
Evaluate remote-first architecture options
Review high-availability and failover mechanisms
Confirm carrier-level redundancy
Understand geographic hosting options
Assess customization capabilities for complex requirements
Infrastructure architecture varies significantly across providers. Some deploy clients on shared multitenant platforms where resource constraints and security issues from one customer can impact others. Better providers offer dedicated instances with geographic redundancy, automatic failover mechanisms, and multiple backup layers. The difference between basic cloud hosting and enterprise-grade infrastructure determines whether systems remain operational during carrier outages, regional service disruptions, or hardware failures—making architecture evaluation essential during provider selection.
Support Quality Metrics
Support quality separates contenders from the “endless hold music” vendors that destroy MSP reputations through association.
Support Quality Evaluation Checklist:
Request published NPS scores
Verify BBB rating and complaint history
Test support responsiveness during evaluation
Confirm support team expertise level
Assess average resolution times
Review customer satisfaction testimonials
Understand support communication style
Verify 24/7 availability claims
Top-tier providers maintain NPS scores of 70 or higher and publish this data transparently. When providers hide their customer satisfaction metrics, assume the worst. Companies proud of their support quality showcase those numbers everywhere.
Long-Term Stability
Building an MSP VoIP practice on a provider who becomes an acquisition casualty creates painful migration scenarios. Evaluating provider stability prevents future disruption.
Provider Stability Checklist:
Research company history and founding date
Review ownership structure and funding
Assess recent rebrand frequency (red flag if excessive)
Evaluate customer retention rates
Review product roadmap transparency
Confirm ongoing platform investment
Understand support structure sustainability
Research acquisition rumors or financial instability
Providers who’ve rebranded three times in five years signal underlying problems. Stability matters when building long-term client relationships on a specific platform.
Your Launch Roadmap & Action Checklist
Implementation success requires methodical execution rather than rushing to market.
Launch Roadmap:
Package Development (Week 1-2)
Create standardized MSP VoIP offering
Establish per-seat pricing structure
Define bundled support parameters
Document hardware options (lease vs. purchase)
Build clear onboarding workflow
Test Client Selection (Week 2-3)
Identify friendly, tech-positive small business
Confirm simple call flow requirements
Verify predictable network environment
Set expectations about pilot program
Team Training (Week 3-4)
Cover basic VoIP terminology
Review escalation procedures
Practice troubleshooting fundamentals
Walk through deployment checklist
Test softphone and mobile app functionality
Pilot Deployment (Week 4-6)
Execute test client implementation
Refine documentation processes
Adjust internal workflows based on experience
Document lessons learned
Market to Existing Clients (Week 6+)
Send “Are you happy with your phone system?” email campaign
Offer free network readiness assessments
Present simplified VoIP benefits overview
Provide clear pricing and packaging information
Starting with existing clients makes strategic sense. They already trust the MSP, likely hate their current phone provider, and represent the lowest-friction sales opportunities. New client acquisition becomes exponentially easier after establishing internal processes through existing relationships.
How Techmode Solves These Problems
Techmode has spent over two decades helping MSPs deliver UCaaS solutions without forcing them to become telecom engineers. The TechmodeGo partner program provides recurring revenue with margin control, architecture flexibility across cloud and hybrid deployments, and white-glove Premier Launch implementation that eliminates deployment chaos. Techmode’s U.S.-based Concierge Services team provides direct access to experienced technicians who understand MSP environments—no offshore call centers, no ticket-shuffling departments, just real humans who solve problems. With triple-redundant private AWS instances, SAFE Device provisioning, and an NPS of 85 (compared to the industry average of 35), Techmode removes the traditional barriers that prevent MSPs from successfully offering VoIP services while keeping both partners and their clients exceptionally happy.
Frequently Asked Questions
Q: How much revenue can MSPs generate from VoIP offerings?
A: With the right partner, MSPs can generate approximately $75-$100 profit per seat annually. For context, 1,000 seats deliver around $87,000 of recurring profit each year—revenue that compounds as the client base grows.
Q: Do MSPs need specialized telecom expertise to offer VoIP?
A: No. Quality partners provide subject matter experts who assist during sales calls and demonstrations, eliminating the need for MSPs to become telecom specialists. The provider handles complex technical elements while the MSP maintains the client relationship.
Q: How quickly can MSPs begin offering VoIP to clients?
A: With proper partner support, MSPs can launch VoIP offerings within weeks rather than months. The timeline includes partner training, marketing material access, and dedicated channel management assistance for initial deployments.
Q: How does VoIP help MSPs retain existing clients?
A: Phone systems create “sticky” services—once businesses configure communications infrastructure, switching providers becomes a major undertaking. This defensive barrier protects against competitors attempting to acquire MSP clients through other service offerings.
Q: What integrations should MSPs prioritize in VoIP solutions?
A: Platforms offering native integrations with Microsoft Teams, Office 365, and popular CRM systems deliver maximum client value. Additional features like SMS/MMS, web chat, and video conferencing expand the solution’s utility and create additional revenue.
