{"id":396023,"date":"2021-09-01T20:34:48","date_gmt":"2021-09-02T03:34:48","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/genesys-%ea%b0%80%ed%8a%b8%eb%84%88-%eb%a7%a4%ec%a7%81%ec%bf%bc%eb%93%9c%eb%9f%b0%ed%8a%b8-%ec%84%9c%eb%b9%84%ec%8a%a4%ed%98%95-%ec%bb%a8%ed%83%9d%ec%84%bc%ed%84%b0-%eb%b6%80%eb%ac%b8%ec%97%90"},"modified":"2021-09-27T00:56:31","modified_gmt":"2021-09-27T07:56:31","slug":"gartner-ccaas-2021","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/gartner-ccaas-2021","title":{"rendered":"Genesys, \uac00\ud2b8\ub108 \ub9e4\uc9c1\ucffc\ub4dc\ub7f0\ud2b8 \uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130 \ubd80\ubb38\uc5d0\uc11c \ub9ac\ub354\ub85c \uc120\uc815"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\ucd5c\uadfc \uc804 \uc138\uacc4\ub97c \ud754\ub4e0 \uae00\ub85c\ubc8c \ud32c\ub370\ubbf9\uc73c\ub85c \uace0\uac1d \uacbd\ud5d8(CX) \ud658\uacbd\uc774 \uadf9\uc801\uc73c\ub85c \ubc14\ub00c\uc5c8\uc2b5\ub2c8\ub2e4. \uadf8\ub85c \uc778\ud574 \uace0\uac1d \uacbd\ud5d8\uc740 \uc774\uc81c, \ube44\uc988\ub2c8\uc2a4 \ud601\uc2e0\uc758 \ucd5c\uc6b0\uc120 \uacfc\uc81c\uac00 \ub418\uc5c8\uc2b5\ub2c8\ub2e4. \uc6d0\uaca9 \uadfc\ubb34 \ud658\uacbd\uc73c\ub85c \uc2e0\uc18d\ud558\uac8c \uc804\ud658\ud558\uace0, \ud3ed\ubc1c\uc801\uc778 \uc218\uc694\uc5d0 \ub300\uc751\ud558\uc5ec \uace0\uac1d\uc774 \uacf5\uac10\ud558\ub294 \uacbd\ud5d8\uc744 \ub300\uaddc\ubaa8\ub85c \uc81c\uacf5\ud558\uae30 \uc704\ud574 \uae30\uc5c5\uc740 \uadf8 \uc5b4\ub290 \ub54c\ubcf4\ub2e4 \ub354 \uc720\uc5f0\ud558\uace0 \ub354 \ud601\uc2e0\uc801\uc778 \uc194\ub8e8\uc158\uc744 \ubaa8\uc0c9\ud574\uc57c \ud588\uc2b5\ub2c8\ub2e4. \uace0\ud488\uc9c8\uc758 \uace0\uac1d \uc778\ud130\ub799\uc158\uc744 \uc9c0\uc18d\uc801\uc73c\ub85c \uc81c\uacf5\ud558\uae30 \uc704\ud574 \ub9ce\uc740 \uae30\uc5c5\uc774 Genesys\uc640 \ud568\uaed8\ud588\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

\uc9c0\ub09c \ud55c \ud574 \ub3d9\uc548, 800\uc5ec \uac1c \uc774\uc0c1\uc758 \uae30\uc5c5\uc774 \uae30\uc874 \uc628\ud504\ub808\ubbf8\uc2a4\uc640 1\uc138\ub300 \ud074\ub77c\uc6b0\ub4dc \uae30\uc220\uc744<\/span>Genesys Cloud\u2122<\/span><\/a> \ud50c\ub7ab\ud3fc\uc73c\ub85c \ub9c8\uc774\uadf8\ub808\uc774\uc158\ud558\uac70\ub098, \ud655\uc7a5\ud558\uac70\ub098, \uacc4\uc57d\uc744 \uac31\uc2e0\ud588\uc2b5\ub2c8\ub2e4. \uc774\ub4e4 \uae30\uc5c5\uc774 Genesys\ub97c \uc120\ud0dd\ud55c \uc774\uc720\ub294 Genesys\uac00 \uc81c\uacf5\ud558\ub294 ‘\uac00\uce58’\uc640, \ub04a\uc784\uc5c6\uc774 \ubcc0\ud654\ud558\ub294 \uacbd\uc7c1 \ud658\uacbd\uc5d0 \uc801\uc751\ud558\ub3c4\ub85d \uc9c0\uc6d0\ud560 \uc218 \uc788\ub294 Genesys\uc758 ‘\uc5ed\ub7c9’ \ub54c\ubb38\uc785\ub2c8\ub2e4. \ud2b9\ud788 <\/span>Experience as a Service<\/span>\u2120<\/span>(\uc11c\ube44\uc2a4\ub85c\uc11c\uc758 \uacbd\ud5d8)\ub97c \uc81c\uacf5\ud558\ub294 Genesys\uc758 \ub3c5\ubcf4\uc801\uc778 \uc5ed\ub7c9 \ub54c\ubb38\uc5d0 \ub9ce\uc740 \uae30\uc5c5\uc774 Genesys\ub97c \uc120\ud0dd\ud588\uc2b5\ub2c8\ub2e4
\n.<\/span><\/a><\/p>\n

\uace0\uac1d\uc740 Genesys\uc640 \ud568\uaed8 \uc131\uc7a5\ud574 \uc654\uc2b5\ub2c8\ub2e4. Genesys \ub610\ud55c, \uace0\uac1d\uacfc \ud568\uaed8 \uc131\uc7a5\ud574 \uc654\uc2b5\ub2c8\ub2e4. \ud568\uaed8 \uc131\uc7a5\ud558\uba74\uc11c, Genesys\ub294 \uace0\uac1d\uc758 \ub2c8\uc988\uc5d0 \ub300\ud55c \uae4a\uc740 \ud1b5\ucc30\ub825\uc744 \uc5bb\uc5c8\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ud55c \ub2c8\uc988\ub97c \ucda9\uc871\ud558\uae30 \uc704\ud574 Genesys\ub294 \uae00\ub85c\ubc8c \ud655\uc7a5\uc744 \ucd94\uc9c4 \uc911\uc774\uba70, \uc778\ub3c4 \ub0b4\uc5d0\uc11c \ud074\ub77c\uc6b0\ub4dc\ub85c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub294 \ucd5c\ucd08\uc758 \uae00\ub85c\ubc8c CX \uae30\uc5c5\uc774 \ub418\uc5c8\uc2b5\ub2c8\ub2e4. Genesys\ub294 \uace0\uac1d\uc774 \ud074\ub77c\uc6b0\ub4dc \uc5ec\uc815\uc758 \uc5b4\ub290 \uc9c0\uc810\uc5d0 \uc788\ub4e0, \uc138\uacc4 \uc5b4\ub290 \uacf3\uc5d0 \uc790\ub9ac\ud558\uace0 \uc788\ub4e0, \uace0\uac1d\uc758 \ub2c8\uc988\ub97c \ucda9\uc871\uc2dc\ud0a4\uae30 \uc704\ud574 \ucd5c\uc120\uc744 \ub2e4\ud569\ub2c8\ub2e4. <\/span><\/p>\n

\ub610\ud55c Genesys\ub294 \uc9c0\uc18d\uc801\uc778 \ud601\uc2e0\uacfc \uc131\uc7a5\uc744 \uc704\ud574 \ub178\ub825\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. Genesys Cloud\ub294 \uc9c0\ub09c \ud55c \ud574\uc5d0\ub9cc 267\uac00\uc9c0 \uc2e0\uae30\ub2a5\uc744 \ucd9c\uc2dc\ud588\uc2b5\ub2c8\ub2e4. \ub9e4\ub144 \uc0ac\uc6a9\uc790 \uc218\uac00 138% \uc99d\uac00\ud588\uc2b5\ub2c8\ub2e4. \ub610\ud55c Genesys\ub294 \uc2e0\uc18d\ud55c \ub9c8\uc774\uadf8\ub808\uc774\uc158\uc744 \uc9c0\uc6d0\ud569\ub2c8\ub2e4. <\/span><\/p>\n

Genesys\ub294 \uc778\uacf5 \uc9c0\ub2a5(AI), \ub514\uc9c0\ud138, \uc6cc\ud06c\ud3ec\uc2a4 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \uad00\ub9ac\uc640 \uad00\ub828\ud55c \ud575\uc2ec \uc5ed\ub7c9\uc5d0 \uafb8\uc900\ud788 \ud22c\uc790\ud574 \uc654\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc5ed\ub7c9\uc744 \ubc14\ud0d5\uc73c\ub85c Genesys\ub294 \uace0\uac1d\uc774 \uc120\ud638\ud558\ub294 \ucc44\ub110\uc5d0\uc11c \uace0\uac1d \uc9c0\uc6d0\uc744 \uc81c\uacf5\ud558\uace0 \uc788\uc73c\uba70, \uace0\uac1d\uc758 \ub2c8\uc988\ub97c \uc608\uce21\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \ubaa8\ub4e0 \uc131\ucde8\uc758 \ubc14\ud0d5\uc5d0\ub294 \uadf8 \uc5b4\ub290 \ub54c\ubcf4\ub2e4 \ub354 \ub6f0\uc5b4\ub09c \ud50c\ub7ab\ud3fc\uc758 \uc548\uc815\uc131\uc774 \uc790\ub9ac\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

Genesys\ub294 \uae30\uc5c5\uc758 \uaddc\ubaa8\ub97c \ub9c9\ub860\ud558\uace0 \ube5b\uc758 \uc18d\ub3c4\ub85c \ud601\uc2e0\uc744 \uc2e4\ud604\ud558\uace0 \uc0c8\ub85c\uc6b4 \uae30\ub2a5\uc744 \uad6c\ud604\ud560 \uc218 \uc788\ub294 \uc5ed\ub7c9\uc73c\ub85c \uc778\ud574 <\/span>2021 <\/span>Gartner<\/span>\u00ae Magic Quadrant\u2122\uc758 \uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130(CCaaS) \ubd80\ubb38\uc5d0\uc11c \ub9ac\ub354\ub85c \uc120\uc815\ub418\uc5c8\uc73c\uba70<\/span> \uc2e4\ud589 \ub2a5\ub825\uc5d0\uc11c \ucd5c\uace0\uc758 \uc790\ub9ac\ub97c \ucc28\uc9c0\ud560 \uc218 \uc788\uc5c8\uc2b5\ub2c8\ub2e4. \uc774 \ubd84\uc57c\uc5d0\uc11c\uc758 \uc9c4\ubcf4\ub294 Genesys\uac00 \uc9c0\uc18d\uc801\uc73c\ub85c \uc131\uc219\ud558\uace0 \uc788\uc74c\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. Genesys\ub294 \ud50c\ub7ab\ud3fc, \uace0\uac1d \uc131\uacf5, \uc11c\ube44\uc2a4 \uad00\ud589, Genesys \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc744 \ubc14\ud0d5\uc73c\ub85c \uc804 \uc138\uacc4 \uae30\uc5c5\ub4e4\uc774 CX\uc758 \ubcf5\uc7a1\uc131\uc744 \ud574\uacb0\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

Genesys\ub294 \uc55e\uc73c\ub85c \uc5b4\ub5a4 \uc0c1\ud669\uc774 \ub2e4\uac00\uc624\ub4e0 \uc774\ub97c \uc608\uce21\ud558\uace0 \ub300\uc751\ud558\ub294 \ub3d9\uc2dc\uc5d0, \uae30\uc220\uc744 \ubc1c\uc804\uc2dc\ud0a4\uace0 \uc11c\ube44\uc2a4 \ubc94\uc704\ub97c \ud655\ub300\ud558\uba74\uc11c, Genesys\uc758 \ube44\uc804\uc744 \uafb8\uc900\ud788 \uc2e4\ud604\ud574 \ub098\uac00\uace0\uc790 \ud569\ub2c8\ub2e4. Genesys\uc758 \ud601\uc2e0\uc801\uc774\uace0 \uac15\ub825\ud55c \uc5ed\ub7c9\uc744 \ud1b5\ud574 \uae00\ub85c\ubc8c \uae30\uc5c5\uc740 \uc9c0\uc18d \uac00\ub2a5\ud55c \ucc28\ubcc4\ud654\ub41c \uacbd\ud5d8\uc744 \ucc3d\ucd9c\ud558\uace0 \uace0\uac1d \uc5ec\uc815\uc744 \uacbd\uc81c\uc801\uc778 \ubc29\uc2dd\uc73c\ub85c \ud1b5\ud569\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

Genesys\ub294 \uae30\uc5c5\uc774 \ubbf8\ub798\uc758 \uc5d4\ub4dc \ud22c \uc5d4\ub4dc \uace0\uac1d \uacbd\ud5d8\uc744 \uc870\uc728\ud558\uae30 \uc704\ud55c \ubbfc\ucca9\uc131\uc744 \ud655\ubcf4\ud560 \uc218 \uc788\ub3c4\ub85d, \uad6c\uc131 \uac00\ub2a5\ud55c CX\ub97c \uc81c\uacf5\ud558\uae30 \uc704\ud574 \uc55e\uc7a5\uc11c\uace0 \uc788\uc2b5\ub2c8\ub2e4. Genesys\uc5d0\ub294 \uae30\uc5c5\uc774 \ub0b4\uc77c\uc744 \uc900\ube44\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud558\ub294 \uc120\uacac\uc9c0\uba85\uacfc, \uae30\uc5c5\uc774 \ud544\uc694\ub97c \uc778\uc2dd\ud558\uae30 \uc804\uc5d0 \ud544\uc694\ud55c \uc194\ub8e8\uc158\uc744 \ud30c\uc545\ud558\uace0 \uac1c\ubc1c\ud560 \uc218 \uc788\ub294 \uc778\ud154\ub9ac\uc804\uc2a4\uac00 \uc788\uc2b5\ub2c8\ub2e4. Genesys\ub294 \uc5c5\uacc4 \ucd5c\uac15\uc758 \uc74c\uc131, \ub514\uc9c0\ud138, AI, \ubd84\uc11d, \uc6cc\ud06c\ud3ec\uc2a4 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \uad00\ub9ac \uae30\ub2a5\ub4e4\uc744 \uc138\ubc00\ud558\uac8c \uc870\uc815\ud558\uace0\uc790 \uc9c0\uc18d\ud574\uc11c \ud53c\ub4dc\ubc31\uc744 \uad6c\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc774\ub7ec\ud55c \ub3c4\uc804 \uacfc\uc81c\uc640 \ub2e4\uc74c \uacfc\uc81c \uadf9\ubcf5\uc5d0 \ud544\uc694\ud55c \uc720\uc5f0\uc131\uc744 \uac15\ub825\ud55c \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uacfc \uac1c\ubc29\ud615 API\ub97c \ud1b5\ud574 \uc81c\uacf5\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

\uadf8 \ubb34\uc5c7\ub3c4 \uace0\uac1d \uc5c6\uc774\ub294 \ud574\ub0bc \uc218 \uc5c6\uc2b5\ub2c8\ub2e4. Genesys\ub294 \uc804 \uc138\uacc4 \ub9ce\uc740 \uae30\uc5c5\ub4e4\uc774 \ud604\uc7ac \uc9c1\uba74\ud55c \ucd5c\ub300 CX \uacfc\uc81c\ub97c Genesys\uc5d0 \uc758\ub8b0\ud558\uace0, Genesys\uac00 \uc774\ub97c \ud574\uacb0\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud560 \uac83\uc73c\ub85c \ubbff\uc5b4 \uc8fc\uc154\uc11c \uc9c4\uc2ec\uc73c\ub85c \uac10\uc0ac\ud569\ub2c8\ub2e4. \uc9c0\ub09c\ud574, Genesys\ub294 \uace0\uac1d \uacbd\ud5d8\uc758 \uc0c8\ub85c\uc6b4 \ubbf8\ub798\ub97c \uc774\ub04c\uc5b4\uac08 \ub2f4\ub300\ud55c \ube44\uc804\uc744 \uc99d\uba85\ud574 \ubcf4\uc600\uc2b5\ub2c8\ub2e4. \uc62c\ud574\ub294 \uace0\uac1d \ubc0f \ud30c\ud2b8\ub108\uc640\uc758 \ud611\uc5c5\uc73c\ub85c \uadf8\ub7ec\ud55c \ube44\uc804\uc744 \uc2e4\ud604\ud560 \uc218 \uc788\ub294 \uc720\uc5f0\uc131, \ud601\uc2e0\uc131, \uae00\ub85c\ubc8c \uc5ed\ub7c9\uc744 \uc785\uc99d\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\uac83\uc774 Genesys\uac00 \uc131\uacf5\ud558\ub294 \ubc29\uc2dd\uc785\ub2c8\ub2e4. \ubc14\ub85c, \uc5ec\ub7ec\ubd84\uacfc \ud568\uaed8! <\/span><\/p>\n

2021 Gartner Magic Quadrant\uc758 CCaaS(\uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130) \ubd80\ubb38 \ubcf4\uace0\uc11c<\/a>\ub97c \ub2e4\uc6b4\ub85c\ub4dc\ud558\uc5ec, Genesys\uc758 \uc5ed\ub7c9\uc744 \ud655\uc778\ud574 \ubcf4\uc2ed\uc2dc\uc624.<\/span><\/b><\/p>\n

Gartner Magic Quadrant for Contact Center as a Service, Draw Kraus, Pri Rathnayake, Steve Blood, 2021\ub144 8\uc6d4 9\uc77c. <\/em><\/p>\n

Gartner\ub294 \uc5f0\uad6c \uac04\ud589\ubb3c\uc5d0 \uae30\uc220\ub41c \uc5b4\ub5a0\ud55c \uacf5\uae09\uc5c5\uccb4, \uc81c\ud488 \ub610\ub294 \uc11c\ube44\uc2a4\ub3c4 \ud64d\ubcf4\ud558\uc9c0 \uc54a\uc73c\uba70, \uae30\uc220 \uc0ac\uc6a9\uc790\uc5d0\uac8c \ucd5c\uace0 \ub4f1\uae09 \ub610\ub294 \uae30\ud0c0 \uc790\uaca9\uc744 \uac16\ucd98 \uacf5\uae09\uc5c5\uccb4\ub4e4\ub9cc \uc120\ud0dd\ud558\ub3c4\ub85d \uad8c\uace0\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. Gartner \uc5f0\uad6c \uac04\ud589\ubb3c\uc740 Gartner \uc5f0\uad6c \uc870\uc9c1\uc758 \uc758\uacac\uc73c\ub85c \uad6c\uc131\ub418\uc5b4 \uc788\uc73c\uba70, \uc774\ub97c \uc0ac\uc2e4\uc758 \uc9c4\uc220\ub85c \ud574\uc11d\ud574\uc11c\ub294 \uc548 \ub429\ub2c8\ub2e4. Gartner\ub294 \uc774 \uc5f0\uad6c\uc640 \uad00\ub828\ud558\uc5ec \uc5b4\ub5a4 \uba85\uc2dc\uc801 \ub610\ub294 \ubb35\uc2dc\uc801 \ubcf4\uc99d(\uc0c1\uc5c5\uc131 \ub610\ub294 \ud2b9\uc815 \ubaa9\uc801\uc744 \uc704\ud55c \uc801\ud569\uc131\uc5d0 \ub300\ud55c \ubcf4\uc99d \ud3ec\ud568)\ub3c4 \ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. <\/em><\/p>\n

Gartner \ubc0f Magic Quadrant\ub294 \ubbf8\uad6d \ubc0f \uae30\ud0c0 \uad6d\uac00\uc5d0\uc11c Gartner, Inc. \ubc0f\/\ub610\ub294 \ud574\ub2f9 \uacc4\uc5f4\uc0ac\ub4e4\uc758 \ub4f1\ub85d \uc0c1\ud45c\uc774\uba70 \ud5c8\ub77d\uc744 \ubc1b\uc544\uc11c \ubcf8 \ubb38\uc11c\uc5d0\uc11c \uc0ac\uc6a9\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. All rights reserved. <\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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