How NMS Access and Customization Flexibility Drove a Partner to Switch to Viirtue.

Partner Success Story:

Migration Made Easy:

How NMS Access and Customization Flexibility Drove a Partner to Switch to Viirtue.

A managed services provider (MSP) in the Napa, CA area with deep roots in IT and VoIP began exploring new communication platforms not out of dissatisfaction, but out of curiosity and a drive for continuous improvement. What started as a simple conversation at a trade show turned into a full-fledged migration plan to Viirtue’s platform, with over 600 endpoints expected to transition. The deciding factors? Next-gen platform flexibility, NMS access, and real-time human support.

Challenge:

Limited Access and Rigid Configurations

As an experienced VoIP reseller previously partnered with a Viirtue competitor, the MSP was hitting technical limitations that affected how well they could support their customers.

Customization was costly or restricted

Making small but important adjustments for specific clients meant jumping through hoops or paying steep fees.

Support lacked immediacy

The “ticket and wait” model didn’t cut it for a partner supporting tourism-based businesses active on nights and weekends.

Rigid platform architecture

Even basic needs like multiple devices on one extension were difficult to implement, leading to makeshift workarounds.

Why Viirtue:

Modern Platform Meets Partner Empowerment

The partner first heard about Viirtue while attending a conference, where an impromptu discussion about contact center pain points sparked something bigger. What began as a solution for one client’s issue quickly expanded into a larger realization about Viirtue’s strengths.

“I became so impressed with the company and the process and the people that it became not just a solution for this one issue, but something we actively are looking to move towards for all our customers.”

— MSP Partner, Napa, CA

Key deciding factors included:

Deep NMS access: Full administrative flexibility to adjust and configure the platform on a per-customer basis, without added cost.
Modern infrastructure: Viirtue’s current NetSapiens build offered advanced functionality right out of the gate.
24/7 human support: A staffed phone line with responsive technical support made a tangible difference in service delivery.
Porting and provisioning ease: The ViiBE portal’s intuitive number porting and vanity number selection improved efficiency.

The Onboarding Experience:

Personalized, Flexible, and Hands-On

Though the partner entered cautiously, especially with their first complex client, they quickly realized that onboarding with Viirtue was different.

“Everyone was involved; sales, onboarding, support, and they even tested configurations in demo accounts before we implemented. That’s a level of service I hadn’t seen before.”

Viirtue’s team worked proactively, providing early configuration assistance and encouraging direct communication between techs and support, without restrictive certification requirements.

The Impact:

Confidence to Customize and Scale

With Viirtue, this MSP is gradually transitioning all customers to the new platform, with 600 endpoints projected by the end of the migration.

“We’ve already had cases where we wish we had used Viirtue from the start. The flexibility would’ve made those projects dramatically easier.”

Conclusion

For MSPs like this one, the ability to serve customers without compromise is everything. Viirtue’s modern platform, hands-on support, and unprecedented NMS access empower partners to deliver tailor-made solutions confidently.

Interested in migrating from a competitor?

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