{"id":116956,"date":"2018-08-06T00:00:00","date_gmt":"2018-08-06T07:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=116956"},"modified":"2019-01-03T12:59:44","modified_gmt":"2019-01-03T20:59:44","slug":"%eb%aa%a8%eb%b0%94%ec%9d%bc-%eb%a9%94%ec%8b%9c%ec%a7%95-%ec%95%b1-%ed%99%9c%ec%9a%a9%ed%95%98%ea%b8%b0","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/%eb%aa%a8%eb%b0%94%ec%9d%bc-%eb%a9%94%ec%8b%9c%ec%a7%95-%ec%95%b1-%ed%99%9c%ec%9a%a9%ed%95%98%ea%b8%b0","title":{"rendered":"\ubaa8\ubc14\uc77c \uba54\uc2dc\uc9d5 \uc571 \ud65c\uc6a9\ud558\uae30"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]\uc5ec\ub7ec\ubd84\ub3c4 \uc800\ucc98\ub7fc \uac00\uc871\uacfc \uc77c \uc0ac\uc774\uc5d0\uc11c \uace0\uad70\ubd84\ud22c\ud558\uace0 \uc788\ub294 \uc6cc\ud0b9\ub9d8\uc774\ub77c\uba74 \ub9cc\uc0ac\uac00 \ub73b\ub300\ub85c \ub418\uc9c0 \uc54a\uc744 \ub54c\uac00 \uc788\uc744 \uac83\uc785\ub2c8\ub2e4. \uc544\ucc28 \ud558\ub2e4 \ubcf4\uba74 \uc694\uae08 \uccad\uad6c\uc11c \ub0a9\ubd80 \uae30\ud55c\uc744 \ub193\uce58\uace4 \ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ubbf8\ub798\uc5d0 \uc900\ube44\uac00 \ub418\uc5b4 \uc788\ub294 \ud68c\uc0ac\ub4e4 \ub355\ubd84\uc5d0 \uc800\ub294 SMS\ub098 \ub2e4\ub978 \uba54\uc2dc\uc9d5 \ucc44\ub110\uc744 \uc774\uc6a9\ud558\uc5ec \uccad\uad6c\uc11c\ub97c \uc9c0\ubd88\ud560 \uc218 \uc788\uc5c8\uc2b5\ub2c8\ub2e4. \uc77c\ubc18\uc801\uc73c\ub85c \uc0c1\ud669\uc740 \uc774\ub807\uac8c \ud758\ub7ec\uac11\ub2c8\ub2e4. \uc77c\ub2e8 \uccad\uad6c\uc11c \uc9c0\ubd88\uc744 \uae5c\ube61\ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc774\ub0b4 \uc2a4\ub9c8\ud2b8\ud3f0\uc758 \uc790\ub3d9\ud654\ub41c \uba54\uc2dc\uc9d5 \uc571\uc744 \uc0ac\uc6a9\ud574 \uac04\ud3b8\ud558\uac8c \uba87 \ucd08 \ub9cc\uc5d0 \uacb0\uc81c\ub97c \ucc98\ub9ac\ud569\ub2c8\ub2e4. \uc774 \ucf00\uc774\uc2a4\uc640 \uac19\uc774 \uccad\uad6c\uc11c\ub97c \uc9c0\ubd88\ud558\uac70\ub098 \uc608\uc57d \uc77c\uc815\uc744 \uc7a1\ub294 \uac83\ucc98\ub7fc \ube44\uc988\ub2c8\uc2a4\ub85c \uad6c\ud604\ud558\uac70\ub098 \uace0\uac1d\uc774 \uc0ac\uc6a9\ud558\uae30\uc5d0 \ube44\uad50\uc801 \uac04\ub2e8\ud55c \uc720\uc2a4 \ucf00\uc774\uc2a4\ub294 \ub9ce\uc774 \uc788\uc2b5\ub2c8\ub2e4. \uc774\uc81c \uccad\uad6c\uc11c \uc9c0\ubd88\uc744 \uc704\ud574 \uace0\uac1d \uc13c\ud130\uc5d0 \uc804\ud654\ud558\uac70\ub098 \uc6f9\uc0ac\uc774\ud2b8\uc5d0\uc11c \uc2dc\uac04\uc744 \ub0ad\ube44\ud560 \ud544\uc694\uac00 \uc5c6\uc2b5\ub2c8\ub2e4. \ubaa8\ubc14\uc77c \uba54\uc2dc\uc9d5\uc744 \uc0ac\uc6a9\ud574 \ubcf4\uc2ed\uc2dc\uc624.<\/p>\n<p><strong>\ubaa8\ubc14\uc77c<\/strong> <strong>\uc138\uc0c1\uc5d0\uc11c<\/strong> <strong>\ubcc0\ud654\ub97c<\/strong> <strong>\ucd94\uad6c\ud558\uc9c0<\/strong> <strong>\uc54a\ub294<\/strong> <strong>\uac83\uc758<\/strong> <strong>\uc704\ud5d8\uc131<\/strong><\/p>\n<p>2016\ub144\uc5d0\ub294 15\uc5b5 8\ucc9c\ub9cc \uba85\uc758 \ud734\ub300\uc804\ud654 \uc0ac\uc6a9\uc790\uac00 \ud1b5\uc2e0\uc744 \uc704\ud574 OTT(over-the-top) \ubaa8\ubc14\uc77c \uba54\uc2dc\uc9d5 \uc571\uc5d0 \uc811\uc18d\ud588\uc2b5\ub2c8\ub2e4. \uc774 \uc218\uce58\ub294 <a href=\"https:\/\/www.statista.com\/statistics\/483255\/number-of-mobile-messaging-users-worldwide\/\" target=\"_blank\" rel=\"noopener\">2021\ub144\uc5d0 24\uc5b5 8\ucc9c\ub9cc \uba85\uc73c\ub85c \uc99d\uac00\ud560 \uac83\uc73c\ub85c \uc608\uc0c1\ub429\ub2c8\ub2e4<\/a>. \uace0\uac1d\uc740 \ubca4\ub354\uac00 \uc778\uc571 \uba54\uc2dc\uc9d5, SMS, Facebook Messenger, Apple Business Chat \ub4f1 \uc790\uc2e0\uc774 \uac00\uc7a5 \uc88b\uc544\ud558\ub294 \ucc44\ub110\uc744 \uc644\ubcbd\ud558\uac8c \uc9c0\uc6d0\ud574 \uc904 \uac83\uc744 \uae30\ub300\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/resources\/genesys-state-of-customer-experience-research?cid=7010B000001SQkJ\" target=\"_blank\" rel=\"noopener\">Genesys\uc758 \u201c\uace0\uac1d \uacbd\ud5d8 \ud604\ud669\u201d \uc870\uc0ac<\/a>\uc5d0 \ub530\ub974\uba74 \uace0\uac1d \uc11c\ube44\uc2a4 \ubc0f \uc9c0\uc6d0\uc744 \uc704\ud574 \uc778\ud130\ub799\uc158\ud560 \ub54c \uc870\uc0ac \ub300\uc0c1 \uc18c\ube44\uc790\uc758 78%\uac00 \ubaa8\ubc14\uc77c \uae30\uae30\ub97c \uc0ac\uc6a9\ud558\ub294 \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \ubc00\ub808\ub2c8\uc5c4 \uc138\ub300\uc758 \uacbd\uc6b0 \uadf8 \uc218\uce58\ub294 90%\uc5d0 \ub2ec\ud569\ub2c8\ub2e4.<\/p>\n<p>\ud604\uc7ac \uc911\ub0a8\ubbf8 \ubc0f \uc544\uc2dc\uc544 \ud0dc\ud3c9\uc591 \uc9c0\uc5ed\uc774 \uc120\ub3c4\ud558\ub294 \uc11c\ub4dc\ud30c\ud2f0 \uba54\uc2dc\uc9d5 \uc571\uc758 \uc911\uc694\uc131\uc740 \uc9c0\uc5ed\ub9c8\ub2e4 \ud070 \ucc28\uc774\uac00 \uc788\ub294 \uac83\uc73c\ub85c \ub098\ud0c0\ub0a9\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uc774\ub7ec\ud55c \uc9c0\uc5ed\uc801 \ucc28\uc774\ub294 \uc18c\ube44\uc790\uc758 \ucc44\ud0dd \ubc0f \uae30\ub300\uac00 \uc804 \uc138\uacc4\uc801\uc73c\ub85c \ud65c\ubc1c\ud558\uac8c \uc774\ub8e8\uc5b4\uc9c0\uba74\uc11c \uc808\ub300\uc801\uc73c\ub85c \uc904\uc5b4\ub4e4 \uac83\uc785\ub2c8\ub2e4. \ubb38\uc81c\ub294 \uac01 \uc9c0\uc5ed\uc5d0\uc11c \uc5b4\ub5a4 \uc11c\ub4dc\ud30c\ud2f0 \uc571 \ub610\ub294 \uba54\uc2dc\uc9d5 \ucc44\ub110\uc774 \uc2b9\uc790\uac00 \ub420 \uac83\uc778\uac00 \ud558\ub294 \uac83\uc785\ub2c8\ub2e4. \uacb0\uacfc\ub294 \uc544\uc9c1 \ud655\uc2e4\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uae30\uc5c5\uc740 \uc2b9\uc790\uc640 \uc0c1\uad00\uc5c6\uc774 \ub2e4\uc591\ud55c \ud3fc \ud329\ud130\uc5d0\uc11c \ubaa8\ubc14\uc77c \uba54\uc2dc\uc9d5\uc744 \uc9c0\uc6d0\ud560 \uc900\ube44\uac00 \ub418\uc5b4 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \ucc44\ub110\ub85c\uc11c\uc758 \ubaa8\ubc14\uc77c \uba54\uc2dc\uc9d5\uc740 \uc5bc\ub9ac\uc5b4\ub2f5\ud130\uc5d0\uac8c \uc0c1\ub2f9\ud55c \uacbd\uc7c1 \uc6b0\uc704\ub97c \uc81c\uc2dc\ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<p><strong>\uace0\uac1d\uc774<\/strong><strong> &#8220;<\/strong><strong>\ud2c8\uc0c8<\/strong> <strong>\uc2dc\uac04<\/strong><strong>&#8220;<\/strong><strong>\uc744<\/strong> <strong>\ud65c\uc6a9\ud560<\/strong> <strong>\uc218<\/strong> <strong>\uc788\ub3c4\ub85d<\/strong> <strong>\ubc30\ub824<\/strong><\/p>\n<p>\ud2c8\uc0c8 \uc2dc\uac04\uc740 \ubaa8\ubc14\uc77c \uba54\uc2dc\uc9d5\uc758 \uc7a5\uc810 \uc911 \ud558\ub098\uc785\ub2c8\ub2e4. \uc804\ud1b5\uc801\uc778 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \ucc44\ub110\uc5d0\uc11c\ub294 \uc77c\ubc18\uc801\uc73c\ub85c \uace0\uac1d\uc774 &#8220;\uace0\uac1d \uc11c\ube44\uc2a4\uc5d0 \ubb38\uc758&#8221;\ud560 \uc2dc\uac04\uc744 \ub530\ub85c \ub0b4\uc57c \ud569\ub2c8\ub2e4. \ubcf4\ud1b5 30\ubd84 \uc815\ub3c4\uac00 \ud544\uc694\ud569\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uc624\ub298\ub0a0\uc758 \uace0\uac1d\uc740 \uadf8\ub807\uac8c \uc5ec\uc720\ub86d\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4 \ub300\ud654\ub97c \uc2dc\uc791\ud558\uac70\ub098, \uba54\uc2dc\uc9c0\uc5d0 \uc751\ub2f5\ud558\uac70\ub098, \uc815\ubcf4\ub97c \uc81c\uacf5\ud558\ub294 \ub370 \ud22c\uc790\ud560 \uc218 \uc788\ub294 \uc2dc\uac04\uc774 \uba87 \ubd84\ubc16\uc5d0 \uc5c6\uc744 \ub54c\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \uc790\uc2e0\uc5d0\uac8c \ud3b8\ud55c \ud2c8\uc0c8 \uc2dc\uac04\uc5d0 \ub9de\ucdb0 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158\ud558\uace0\uc790 \ud569\ub2c8\ub2e4. \uc774\ub807\uac8c \ucee4\ubba4\ub2c8\ucf00\uc774\uc158\ud558\uba74 \uace0\uac1d\uc73c\ub85c\uc11c \ub4e4\uc5ec\uc57c \ud558\ub294 \ub178\ub825\uacfc \ubd88\ub9cc\uc744 \uc904\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>Genesys \uc870\uc0ac \ubcf4\uace0\uc11c\uc5d0\uc11c \ud55c \uc751\ub2f5\uc790\ub294 \uc774\ub807\uac8c \ub9d0\ud569\ub2c8\ub2e4. \u201c\uc0c1\ud669\uc744 \uc124\uba85\ud558\uae30\uac00 \ub354 \uc27d\uace0, \ub2e4\ub978 \uc77c\uc744 \ud558\uba74\uc11c \uba54\uc2dc\uc9c0\ub97c \ubcf4\ub0bc \uc218 \uc788\uc73c\uba70, \ub0b4 \ucc28\ub840\uac00 \uc62c \ub54c\uae4c\uc9c0 \ub9c8\ub0e5 \uae30\ub2e4\ub9ac\uc9c0 \uc54a\uc544\ub3c4 \ub429\ub2c8\ub2e4.\u201d<\/p>\n<p><strong>\uc774\uc5b4\uc9c4<\/strong> <strong>\ub9e5\ub77d\uc73c\ub85c<\/strong> <strong>\uace0\uac1d<\/strong> <strong>\uacbd\ud5d8<\/strong> <strong>\ud5a5\uc0c1<\/strong><\/p>\n<p>\ubaa8\ubc14\uc77c \uba54\uc2dc\uc9d5\uc758 \ub610 \ub2e4\ub978 \uc8fc\uc694 \uc7a5\uc810\uc740 \ub300\ud654\uac00 \uc774\uc5b4\uc9c4\ub2e4\ub294 \uac83\uc785\ub2c8\ub2e4. \uc774\ub294 \uae30\uc5c5\uacfc \uace0\uac1d \ubaa8\ub450\uc5d0\uac8c \uc774\uc775\uc774\uba70, \uc708\uc708 \uac8c\uc784\uc785\ub2c8\ub2e4. \uc800\uc7a5\ub41c \ub9e5\ub77d \uc815\ubcf4\ub97c \ud1b5\ud574 \uc774\uc804 \ub300\ud654\ub97c \ube60\ub974\uac8c \uac80\ud1a0\ud558\uace0 \uc911\ub2e8\ud588\ub358 \ubd80\ubd84\ubd80\ud130 \ubc14\ub85c \uc2dc\uc791\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <a href=\"https:\/\/www.genesys.com\/customer-experience\/innovations\/messaging\" target=\"_blank\" rel=\"noopener\">\ube44\ub3d9\uae30 \uba54\uc2dc\uc9d5<\/a>\uc744 \uc0ac\uc6a9\ud558\uba74 \uc804\ud654\uac00 \uc911\uac04\uc5d0 \ub04a\uae30\ub354\ub77c\ub3c4 \uace0\uac1d\uc774 \uc0c1\ud669\uc744 \ub2e4\uc2dc \uc124\uba85\ud560 \ud544\uc694 \uc5c6\uc774 \ubc14\ub85c \ub300\ud654\ub97c \uc774\uc5b4 \ub098\uac00 \ud544\uc694\ud55c \ud56d\ubaa9\uc5d0 \ub3d9\uc758\ud558\uac70\ub098 \ucd94\uac00 \uc815\ubcf4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>\uc2dc\uc791\uc810<\/strong><\/p>\n<p>\uc791\uc740 \uac83\ubd80\ud130 \uc2dc\uc791\ud558\uace0 \uacbd\ud5d8\uc744 \ud1b5\ud574 \ubc30\uc6b0\uc2ed\uc2dc\uc624. \uc2e4\uc2dc\uac04 \uc0c1\ub2f4\uc0ac \uc9c0\uc6d0\uc744 \uace0\ub824\ud558\ub4e0, \uba54\uc2dc\uc9d5 \ucc44\ub110\uc5d0 \ucc57\ubd07\uc744 \ucd94\uac00\ud558\ub4e0, \ud639\uc740 \ub458 \ub2e4 \uace0\ub824\ud558\ub4e0, \uc989\uac01\uc801\uc778 \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc788\ub294 \uc77c\uc0c1\uc801\uc778 \ubc18\ubcf5 \uc791\uc5c5\ubd80\ud130 \uc2dc\uc791\ud558\uc2ed\uc2dc\uc624(\uc608: \ucc57\ubd07\uc744 \ud1b5\ud574 \uc791\uc5c5\uc744 \uc790\ub3d9\ud654\ud558\uc5ec \ud1b5\ud654\ub7c9\uc744 \uc904\uc784). \uc219\ub828\ub3c4\uc640 \uc790\uc2e0\uac10\uc774 \uc313\uc774\uba74 \uc801\uc6a9 \ubc94\uc704\ub97c \ub113\ud788\uace0 \uc5ec\ub7ec \uba54\uc2dc\uc9d5 \ucc44\ub110\ub85c \ud655\ub300\ud558\uc2ed\uc2dc\uc624. \uc774\ub7ec\ud55c \uc791\uc740 \ubcc0\ud654\ub9cc\uc73c\ub85c\ub3c4 KPI\uc5d0 \ud070 \uc601\ud5a5\uc744 \ubbf8\uce60 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uacb0\ub860: \uace0\uac1d\uc774 \ud604\ub300 \ube44\uc988\ub2c8\uc2a4\uc5d0\uc11c \uae30\ub300\ud558\ub294 \uac83\uc740 \uc774\ub7ec\ud55c \ub0b4\uc6a9\uc785\ub2c8\ub2e4. \ubaa8\ubc14\uc77c \uba54\uc2dc\uc9d5\uacfc \ud568\uaed8 \u00a0\ubbf8\ub798\uc758 \uc131\uacf5\uc744 \uc900\ube44\ud574 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