Most companies spend months planning, designing, and implementing their contact center platform—only to be left on their own once the system goes live.
That’s where things often fall apart.
Technology alone doesn’t create outcomes. Success depends on what happens after launch—how you manage, maintain, and evolve the platform to match your business goals.
That’s where VDS Managed Services come in.
A Partner, Not a Vendor
VDS doesn’t disappear after go-live.
We stay engaged—monitoring, optimizing, and supporting your Genesys Cloud environment so you can focus on what matters most: your customers.
Our team is 100% U.S.-based, full-time, and Genesys-certified.
With over 30 years in the contact center industry and multiple Genesys Mid-Market Partner of the Year awards, we’re known for results, not just response times.
Every engagement follows our five-phase methodology:
Design → Implement → Support → Optimize → Evolve.
Why Companies Choose VDS Managed Services
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Tailored to your needs
Choose your level of engagement. We offer shared-service (Platinum) and full-service (Platinum+) models. -
Proactive, not reactive
We monitor system health, anticipate needs, and guide improvements before issues affect your customers. -
Continuous improvement
Through Quarterly Business Reviews (QBRs), we align technology with your KPIs and uncover new opportunities for optimization. -
Long-term partnership
As your environment evolves, so does our support—helping you make the most of every new Genesys capability.
Platinum: You Run It, We’ve Got Your Back
The Platinum tier is built for teams who want to manage their Genesys platform in-house but value reliable backup and expert guidance.
You handle the day-to-day—we step in to support, advise, and escalate when needed.
Included:
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24/7/365 Tier 1 & 2 Support (U.S.-based)
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Priority SLAs (30-minute P1, 4-hour P2)
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Ticket-based MACD completed within 2 business days
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Direct escalation to Genesys
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Change tracking and visibility
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Biannual QBRs
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Roadmap planning and feature recommendations
Best for: Teams with Genesys experience who want control but need expert safety net and proactive insights.
Teams with Genesys experience who want to stay in control but value fast backup, expert guidance, and proactive insight.
Platinum+: We Handle It, You Focus on Results
The Platinum+ tier is for organizations ready to hand off daily management to a trusted partner.
We handle the details—so you can focus on strategy, growth, and customer outcomes.
Everything in Platinum, plus:
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Unlimited MACD (no limits, no delays)
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Admin & Supervisor Coaching
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Workforce Optimization and WEM guidance
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AI Planning & Configuration
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Quarterly QBRs for KPI alignment
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30% discount on future professional services
Best for: Teams with limited admin resources who want a fully managed solution with faster turnaround and ongoing optimization.
MAC vs. Project Work: Clear Boundaries
To keep things simple, we separate daily operational support (MAC) from larger project work.
Covered under Platinum+:
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Add/remove users or agents
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Adjust skills, routing, or priorities
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Update IVR prompts or recordings
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Modify wrap-up codes or email queues
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Minor flow edits (e.g., adding callback options)
Requires project scope/SOW:
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New departments or queues
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Adding chat, SMS, or other digital channels
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CRM or system integrations
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Secure payment flows or custom reporting
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Deploying new modules (WFM, QA, Knowledge)
This structure keeps everything clear, fast, and accountable.
The Result: Real Partnership, Real Performance
With VDS, you get more than support—you get continuity, accountability, and measurable outcomes.
You’ll see:
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Faster issue resolution and updates
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Ongoing platform optimization
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Reduced downtime and admin workload
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Strategic alignment through QBRs
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A clear path to AI and innovation
At the end of the day, the goal isn’t just to keep your contact center running—it’s to keep it improving.
Ready to strengthen your Genesys Cloud investment?
Let’s talk about which tier—Platinum or Platinum+—fits your business best.
