Delivering great customer experience (CX) is everyone’s job, not only your employees working as full-time contact center agents. But it’s been a challenge to enable all your employees to efficiently and effectively use your Contact Center as a Service (CCaaS) solution. Plus, it isn’t always cost-effective to give full capabilities to specialized employees who operate in store, are front-office branch workers or act as temporary agents for peak overflow times.

That all changes with our new Hourly Interacting licensing model for the Genesys Cloud CX® solution. This model allows you to choose which users will be charged only for the time they spend interacting with customers, opening up new possibilities for your company to deliver better experiences.

In many industries, such as banking and insurance, some employees interact with customers on the phone or via digital channels daily, but only on a limited basis. Often, these are financial advisors, branch staff, mortgage brokers and insurance claims agents who, in many cases, greatly exceed the number of agents in a contact center. These front-office workers would gain additional value from instantly accessing the contact information within Genesys Cloud CX as they interact with customers.

We’ve found these employees typically only need to use Genesys Cloud CX for a limited time (1-3 hours per day). The Hourly Interacting model allows you to extend the value of the Genesys solution to your business by expanding the benefits of the platform beyond your contact center, including:

Improved customer satisfaction: When non-contact center employees connect to a customer, they can instantly see not only the customer information but also the most recent activity and interaction with that customer. This creates the opportunity to quickly connect with that customer and start the conversation with empathy.

Personalized service: If the front-office role is to create revenue, then providing a connection through personalized service is a key ingredient to success. Whether you’re a financial advisor or an insurance claims agent, the chance to offer personalized experiences to customers will likely improve revenues.

Faster resolutions: Front-office employees aren’t contact center agents. Their focus is to create a quality interaction that increases the likelihood for revenue generation and retention — and improves customer satisfaction. Genesys Cloud CX provides information instantly to speed resolution times during customer interactions.

Compliance: Provide the same level of compliance across the whole organization, from a single platform. Ensure 100% call recording of all customer interactions, have a single source of truth through curated knowledge accessed through copilot, and support highly personalized training through speech and text analytics.

The Genesys Cloud CX Hourly Interacting license model is based on interaction duration, so you only pay for what you use. It provides the most cost-effective solution in the market for extending CX beyond the contact center. For more information and for a list of products that qualify for the Hourly Interacting model, please see our release notes.