How are on-demand services different from add-ons?

Add-ons, which are additional licenses on top of a base license, allow you to use a host of services that are packaged with it. For example, if you purchased a Genesys Cloud CX 1 license, and you wish you engage with your customers across all channels such as web messaging, email, and SMS, you can purchase an add-on and extend your license capability to include all the three digital channels. For more information on add-ons, see Feature matrix.

However, if your business demands only SMS service, you can include SMS as an on-demand service in your contract. This will include only SMS and not the other offerings of the add-on, such as web messaging and email. For more information on the on-demand services, see Resource Services.