Do CaaS solutions provide the rich features of premise ACD solutions?
A. Some CaaS offerings provide very basic call handling features with little ability to customize services. These basic service solutions tend to be comprised of hardware and software purchased from another company, rebranded and provided as a service of their own. However, there are CaaS providers who are also software manufacturers of premised-based solution who also offer up their solution as a CaaS offering. This may be the best bet for rich feature sets at affordable prices. The manufacture tends to have more ability to customize applications for the specific needs of the end customer and may even provide faster response to upgrade requests, etc.
