Voice Smart Networks Transformation Story, Part 2

In 2011, Voice Smart Networks continued its transformation away from a transactional telecom sales model toward a managed services organization. This journey was documented by Channel Partners as part of a multi-part series examining operational transformation.

This article represents Part 2 of that series and focuses on how the transition was executed in practice.

Building the Right Team and Skills

One of the earliest challenges identified during the transformation was talent acquisition. Voice Smart Networks initially sought individuals who could cover sales, networking, and systems management in a single role. This approach proved unrealistic.

The company adjusted by hiring specialists with strong computer and networking backgrounds and investing heavily in structured training. Customized internal courses were developed to build the required skill sets across roles.

Training and External Support

Training was supported by Technology Assurance Group (TAG) and MSP University, providing frameworks and education aligned with managed services delivery.

Voice Smart Networks also partnered with an external managed service provider to support help desk operations. This partnership served both as operational support and as an ongoing knowledge resource when designing and presenting solutions to customers.

Evolving the Go-to-Market Strategy

Beyond internal changes, the transformation required a shift in market perception. Voice Smart Networks had long been known primarily as a phone system provider.

Marketing materials, website messaging, and press communications were updated to reflect expanded capabilities across data, networking, and managed services. This repositioning was critical to supporting non-transactional, long-term client relationships.

An Ongoing Transformation

At the time of publication, the transformation was still in progress. The company emphasized that the shift away from transactional sales required continuous learning, operational refinement, and alignment across sales and technical teams.

These principles later became foundational to the service delivery approach used by i-NETT, including IT support services and cloud and communications services.