How to Choose Between a Strategic Partner and a Direct Technology Provider
If you’re preparing to move to a new cloud contact center platform—or still feeling the pain from a previous implementation—one of the most important decisions you’ll make is how you buy.
Should you go directly through the CCaaS manufacturer, or work with a certified partner like VDS?
This guide will help you:
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Understand the key differences between the direct model and the VDS (partner) model
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Spot the risks that most buyers overlook until it’s too late
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Make the right call based on your team, your needs, and your goals
Two Models. Two Very Different Outcomes.
| VDS (Partner Model) | Direct Model | |
|---|---|---|
| Implementation Approach | Tailored to your goals, team, and CX strategy | Standardized rollout with minimal customization |
| Technology Integration | Built around your ecosystem (CRM, QA, analytics, etc.) | Often treated as separate from the tech stack |
| Post-Go-Live Support | Long-term support, quarterly business reviews, and optimization plans | Minimal or no involvement post-launch |
| Strategic Planning | Co-developed roadmap with checkpoints and milestones | Focused on setup, not long-term outcomes |
| Customer Relationship | Partner mindset—your success = our success | Transactional—support often ends after install |
If you’re aiming for long-term results, not just short-term savings, the partner model is likely the better fit.
What Really Happens After Go-Live?
Too often, contact center projects fall apart after the confetti settles. Here’s what we hear from teams who come to us after a direct implementation:
“They helped us set up the system, but we were on our own the moment it went live.”
“We didn’t know what we didn’t know—and no one stepped in to help.”
“They didn’t understand our business. Just the software.”
Real Story: From Stuck to Strategic
When a large bank launched a contact center solution through their direct implementation, things broke down quickly—disjointed workflows, poor routing, no adoption. VDS was brought in three months later. We rebuilt the foundation, trained their team, and launched a support roadmap that finally made their investment pay off.
Client Quote:
“You didn’t just implement the tech—you helped us rethink how we serve customers.”
Which Model Fits You Best?
| Choose VDS If You… | Choose OEM If You… | |
|---|---|---|
| …need ongoing support | ✅ | ❌ |
| …are integrating with other systems | ✅ | ⚠️ (limited) |
| …have had a bad experience before | ✅ | ❌ |
| …want business-focused outcomes | ✅ | ⚠️ (not guaranteed) |
| …have in-house CX/IT leadership and want low-cost, fast setup | ⚠️ (we’ll still guide) | ✅ |
Ask Yourself These Questions
If you’re still unsure which model fits, ask:
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Do we need a true partner, or just a platform setup?
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Will we need post-launch training, optimization, or support?
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Are we integrating CRM, analytics, QA, and more?
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Do we want a roadmap—with checkpoints, not just a launch date?
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Have we worked with vendors in the past who vanished after go-live?
If you answered “yes” to even three of these, the partner model is the safer, smarter path.
Summary & Next Step
A contact center isn’t just a piece of software—it’s the heart of how your business connects with customers. Choosing the right implementation model can save you time, money, and countless headaches.
If you’re serious about doing this right, let’s talk.
