{"id":480122,"date":"2023-06-09T08:43:06","date_gmt":"2023-06-09T15:43:06","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/%ec%bb%a8%ed%83%9d%ec%84%bc%ed%84%b0-%ea%b8%b0%ec%88%a0%ec%9d%98-%eb%af%b8%eb%9e%98-%ea%b2%bd%ed%97%98-%ec%98%a4%ec%bc%80%ec%8a%a4%ed%8a%b8%eb%a0%88%ec%9d%b4%ec%85%98"},"modified":"2023-06-20T18:36:26","modified_gmt":"2023-06-21T01:36:26","slug":"the-future-of-contact-center-tech-experience-orchestration","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/the-future-of-contact-center-tech-experience-orchestration","title":{"rendered":"\ucee8\ud0dd\uc13c\ud130 \uae30\uc220\uc758 \ubbf8\ub798: \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\ucee8\ud0dd\uc13c\ud130 \uae30\uc220\uc758 \ud601\uc2e0 \uc18d\ub3c4\ub294 \uadf8\ub791\ud504\ub9ac\uc5d0\uc11c \ub2ec\ub9ac\ub294 \ud398\ub77c\ub9ac\uc758 \uc18d\ub3c4\ubcf4\ub2e4 \ube60\ub985\ub2c8\ub2e4. \ucd5c\uadfc \uc62c\ub79c\ub3c4\uc5d0\uc11c \uc5f4\ub9b0 Enterprise Connect 2023<\/a> \ucee8\ud37c\ub7f0\uc2a4\uc5d0\uc11c \ub300\ud654\uc758 \ub9ce\uc740 \uc8fc\uc81c\uac00 \u2018\ubbf8\ub798\u2019\uc5d0 \uc9d1\uc911\ub41c \uac83\ub3c4 \uadf8 \ub54c\ubb38\uc785\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc5ec\uae30\uc11c \uac00\uc7a5 \ud654\uc81c\uac00 \ub41c \uc8fc\uc81c\ub294 \uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130(CCaaS)<\/a>\uc758 \ubbf8\ub798\uc5d0 \uad00\ud55c \uac83\uc774\uc5c8\uc2b5\ub2c8\ub2e4. \uc5f0\uc124\uc790\ub4e4\uc740 \uc5ec\ub7ec \uc138\uc158\uc5d0\uc11c \uace0\uac1d \uacbd\ud5d8(CX) \uae30\uc220\uc774 \uc0ac\uc77c\ub85c\uc5d0 \uac07\ud78c CCaaS\ub97c \ub118\uc5b4\uc11c\uace0 \uc788\ub2e4\uace0 \uc8fc\uc7a5\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc634\ub2c8\ucc44\ub110 \uacbd\ud5d8\uacfc \uac1c\uc778\ud654\uc5d0 \ub300\ud55c \uc9c0\uc18d\uc801\uc778 \ud601\uc2e0\uc774 \uc694\uad6c\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ub300\uc138\uac00 \ub418\uace0 \uc788\ub294 \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 CX \ud50c\ub7ab\ud3fc\uc740 \ubbfc\ucca9\uc131\uacfc \uc5f0\uacb0\uc131, \ud655\uc7a5\uc131\uc744 \ubc1c\ud718\ud558\ub3c4\ub85d \uc124\uacc4\ub418\uc5c8\uc2b5\ub2c8\ub2e4. \uad6c\uc131 \uac00\ub2a5\uc131\uc744 \uc6b0\uc120\ud558\ub294 \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc774 \uc131\uc7a5\ud558\ub294 \uac83\ub3c4 \uc774\uc640 \ubb34\uad00\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4.<\/p>\n

\ub610\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \uc81c\uacf5\ud558\uace0 \ud504\ub85c\uc138\uc2a4\ub97c \uac04\uc18c\ud654\ud558\uae30 \uc704\ud55c AI \uc0ac\uc6a9\uc5d0 \ub354\uc6b1 \ucd08\uc810\uc774 \ub9de\ucdb0\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub4e4\uc744 \ud568\uaed8 \uc0ac\uc6a9\ud558\uba74 \ucc44\ub110\uacfc \uae30\ub2a5 \uc804\ubc18\uc5d0 \uc6d0\ud65c\ud55c \uc778\ud130\ub799\uc158\uc774 \uac00\ub2a5\ud574\uc9d1\ub2c8\ub2e4. \uc81c\ub124\uc2dc\uc2a4 \ucd5c\uace0 \uc81c\ud488 \ub2f4\ub2f9\uc790 \uc62c\ub9ac\ube44\uc5d0 \uc8fc\ube0c(Olivier Jouve)\ub294 ‘CCaaS\uc758 \ub2e4\uc74c\uc740 \ubb34\uc5c7\uc778\uac00(What Comes After CCaaS)’\ub77c\ub294 \ud0c0\uc774\ud2c0\uc758 \uba54\uc778 \uc138\uc158\uc5d0\uc11c “\uc6b0\ub9ac\ub294 \uc774\ubbf8 CCaaS\ub97c \ub118\uc5b4\uc130\uc2b5\ub2c8\ub2e4”\ub77c\uace0 \ub9d0\ud588\uc2b5\ub2c8\ub2e4. \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 CX\ub97c \uad6c\ud604\ud558\ub294 \uc870\uc9c1\uc740 CCaaS, \uc11c\ube44\uc2a4\ud615 \ud1b5\ud569 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158, \uc11c\ube44\uc2a4\ud615 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ud50c\ub7ab\ud3fc, \uadf8\ub9ac\uace0 \uae30\ud0c0 \ud50c\ub7ab\ud3fc\uacfc \uc571\uc744 \uc5f0\uacb0\ud558\ub294 \ubc29\ub300\ud55c \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc758 \uc77c\ubd80\uac00 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc5f0\uacb0\uc744 \ud1b5\ud574 \uc870\uc9c1\uc740 \uc2dc\uc2a4\ud15c \uc804\ubc18\uc5d0\uc11c \ubc1c\uc0dd\ud558\ub294 \ubaa8\ub4e0 \uc77c\uc5d0 \ub300\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \uc2e4\uc2dc\uac04\uc73c\ub85c \uc218\uc9d1\ud560 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4. \uace0\uac1d \uc5ec\uc815\uc758 \ubaa8\ub4e0 \ub2e8\uacc4\uc5d0\uc11c \uc778\uacf5 \uc9c0\ub2a5(AI)\uc744 \ud65c\uc6a9\ud558\uace0 \uace0\ub3c4\ub85c \uac1c\uc778\ud654\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \uac83\ub3c4 \uac00\ub2a5\ud574\uc9d1\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”478021″ css=”.vc_custom_1687310950927{margin-top: 1.0em !important;margin-right: 1.5em !important;}”][\/vc_column][vc_column width=”1\/2″][vc_column_text css=”.vc_custom_1681400952667{margin-top: 2.0em !important;}”]<\/p>\n

\uace0\uac1d \uacbd\ud5d8 \ud604\ud669 \ubcf4\uace0\uc11c<\/strong><\/h4>\n

\ud6a8\uc728\uc801\uc774\uace0, \ud6a8\uacfc\uc801\uc774\uba70, \uacf5\uac10\ud558\ub294 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uc138\uc694. \uadc0\uc0ac\uc758 \ucd5c\uace0\uc758 CX \uc81c\uacf5\uc774 \uc5b4\ub514\uc5d0\uc11c \uc9c0\uc5f0\ub418\uace0 \uc788\ub294\uc9c0 \ud655\uc778\ud574 \ubcf4\uc138\uc694.<\/em>[\/vc_column_text]

\ubcf4\uace0\uc11c \uc77d\uae30<\/a><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]\uc62c\ub9ac\ube44\uc5d0 \uc8fc\ube0c\uc5d0 \ub530\ub974\uba74 CCaaS\uc758 \ubbf8\ub798\ub294 \u2018\uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\u2019\uc774\ub77c\uace0 \ud569\ub2c8\ub2e4. AI \uae30\ubc18 \uc778\uc0ac\uc774\ud2b8\ub97c \uc0ac\uc6a9\ud558\uc5ec \uc5d4\ub4dc \ud22c \uc5d4\ub4dc \uc5ec\uc815\uc744 \uac1c\uc778\ud654\ud558\ub294 \uc774 \uc811\uadfc \ubc29\uc2dd\uc740 \uace0\uac1d\uc5d0 \uc120\uc81c\uc801\uc73c\ub85c \ub300\uc751\ud558\uba70 \uace0\uc720\ud55c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uace0\uc790 \ud558\ub294 \uc870\uc9c1\uc5d0\ub294 \ud544\uc218\uc785\ub2c8\ub2e4. \uc8fc\ube0c\ub294 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc744 \uc2dc\uc791\ud558\ub824\ub294 \uc870\uc9c1\uc744 \uc704\ud574 \uba87 \uac00\uc9c0 \uc870\uc5b8\uc744 \uc804\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d\uc5d0\uac8c \uc5b4\ub5a4 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uace0 \uc2f6\uc740\uc9c0, \uc774\ub97c \uc2e4\ud589\ud560 \uc218 \uc788\ub294 \uae30\uc220\uc744 \ubcf4\uc720\ud558\uace0 \uc788\ub294\uc9c0 \uc0dd\uac01\ud574\ubd10\uc57c \ud558\uba70, \uc5c5\uacc4 \ud45c\uc900 API \ubc0f \ud1b5\ud569\uc744 \uac16\ucd98 \uad6c\uc131 \uac00\ub2a5\ud55c CX \ud50c\ub7ab\ud3fc\uc5d0 \ud22c\uc790\ud558\ub294 \uac83\uc774 \uc88b\ub2e4\uace0 \ub9d0\ud569\ub2c8\ub2e4. \ub610\ud55c AI\ub97c \uc628\uc804\ud788 \uc218\uc6a9\ud560 \uac83\uc744 \uad8c\ud569\ub2c8\ub2e4. \uadf8\ub294 “\uae30\uc5c5\uc740 \ud074\ub77c\uc6b0\ub4dc\ub85c \ud5a5\ud558\ub294 \uc790\uc0ac\ub9cc\uc758 \uae38\uc744 \uac00\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uadf8 \uc5ec\uc815\uc5d0\ub294 AI\uac00 \ubc18\ub4dc\uc2dc \ud3ec\ud568\ub418\uc5b4\uc57c \ud569\ub2c8\ub2e4”\ub77c\uace0 \ub367\ubd99\uc785\ub2c8\ub2e4.<\/p>\n

\ubaa8\ub4e0 \uac83\uc744 \ubcc0\ud654\uc2dc\ud0a4\ub294 AI<\/h2>\n

AI\uc640 \uc774\ub97c \ud65c\uc6a9\ud574 \uac1c\uc778\ud654\ub41c \uace0\uac1d \uacbd\ud5d8\uc744 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud558\ub294 \ubc29\ubc95\uc740 \uc774\ubc88 \ucee8\ud37c\ub7f0\uc2a4\uc5d0\uc11c \ud654\uc81c\ub97c \ubaa8\uc740 \ub610 \ud558\ub098\uc758 \ucee8\ud0dd\uc13c\ud130 \uae30\uc220 \uc8fc\uc81c\uc600\uc2b5\ub2c8\ub2e4. \ud604\uc7ac \ucee8\ud0dd\uc13c\ud130\uc5d0\uc11c \ud558\ub294 \uc77c \uc911, AI\ub97c \ud1b5\ud55c \uc9c0\uc6d0 \ub610\ub294 \uc2e4\ud604\uc774 \uc774\ub904\uc9c0\uc9c0 \uc54a\ub294 \ubd80\ubd84\uc774 \uc788\ub2e4\uba74 \uadf8\uacf3\uc5d0 \uc9d1\uc911\ud574\uc57c \ud55c\ub2e4\ub294 \uac83\uc774\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc5f0\uc124\uc790\ub4e4\uc740 \uc5ec\ub7ec \uc138\uc158\uc5d0\uc11c ‘AI\uc758 \ud601\uc2e0’\uc744 \uc5b8\uae09\ud588\uc2b5\ub2c8\ub2e4. \uadf8\ub807\ub2e4\uba74 \uac00\uc7a5 \ud601\uc2e0\uc801\uc778 AI \uc720\ud615\uc73c\ub85c\ub294 \ubb34\uc5c7\uc774 \uc788\uc744\uae4c\uc694? \ubc14\ub85c, \uc0dd\uc131\ud615 AI\uc785\ub2c8\ub2e4. \uc5f0\uc124\uc790\ub4e4\uc740 \uc0dd\uc131\ud615 AI\uc640 \ub300\uaddc\ubaa8 \uc5b8\uc5b4 \ubaa8\ub378\uc744 CX\uc5d0 \uad6c\ud604\ud558\ub294 \uac83\uc5d0 \ub300\ud574 \uba87 \uac00\uc9c0 \uc870\uc5b8\uc744 \uc804\ud588\uc2b5\ub2c8\ub2e4. \uac00\uc7a5 \uacf5\ud1b5\uc801\uc778 \uc9c0\uce68\uc740 \uc9c0\uae08 \ubc14\ub85c \uc2e4\ud5d8\uc744 \uc2dc\uc791\ud558\ub418 \uc2e0\uc911\ud558\uac8c \uc9c4\ud589\ud558\ub77c\ub294 \uac83\uc774\uc5c8\uc2b5\ub2c8\ub2e4. CX \ub9ac\ub354\ub294 \uc774\ucc98\ub7fc \uac15\ub825\ud55c \uae30\uc220\uc744 \uac16\ucd94\uae30 \uc704\ud55c \uc804\ub7b5\uc744 \uac80\ud1a0\ud558\uace0 \uac1c\uc120\ud558\ub294 \ub370 \uc9d1\uc911\ud574\uc57c \ud569\ub2c8\ub2e4. \uae30\uc5c5\uc740 \uc774\ubbf8 \uc0ac\uc6a9 \uc0ac\ub840\ub97c \ud14c\uc2a4\ud2b8\ud558\uace0 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. CX\ub97c \uc704\ud55c \uc0dd\uc131\ud615 AI\uc5d0 \ub300\ud55c \ud0d0\uc0c9\uc744 \uc2dc\uc791\ud558\uc9c0 \uc54a\ub294 \uc870\uc9c1\uc740 \ub4a4\ucc98\uc9c8 \uac83\uc785\ub2c8\ub2e4. \uc0dd\uc131\ud615 AI\ub294 CX \ub9ac\ub354\uc640 \uc0c1\ub2f4\uc0ac\ub97c \ubcf4\uc644\ud558\ub294 \uc694\uc18c\uc77c \ubfd0, \uc774\ub4e4\uc758 \uc778\uc0ac\uc774\ud2b8\ub098 \uc804\ubb38 \uc9c0\uc2dd\uc744 \ub300\uccb4\ud560 \uc218 \uc5c6\ub2e4\ub294 \uc810 \ub610\ud55c \uc78a\uc9c0 \uc54a\uc544\uc57c \ud569\ub2c8\ub2e4.<\/p>\n

\uc0dd\uc131\ud615 AI\uac00 \ube44\ud310\uc801 \uc0ac\uace0\uae4c\uc9c0 \ub300\uccb4\ud558\ub3c4\ub85d \ud574\uc11c\ub294 \uc548 \ub429\ub2c8\ub2e4. \uc815\ud655\uc131\uc744 \uc704\ud574 \uc0ac\ub78c\uc774 \uc9c1\uc811 \uac80\ud1a0\ud558\ub294 ‘\ud1b5\ud654 \uc694\uc57d’\ucc98\ub7fc, \uae30\uc874 \ud504\ub85c\uc138\uc2a4\uc640 \uade0\ud615\uc744 \uc774\ub8e8\ub3c4\ub85d \uc0ac\uc6a9\ud574\uc57c \ud569\ub2c8\ub2e4. \uc81c\ub124\uc2dc\uc2a4\uc758 \uc81c\ud488 \uad00\ub9ac \ubd80\uc0ac\uc7a5\uc778 \uc870\uc26c \uace8\ub4dc\ub7ec\uc2a4\ud2b8(Josh Goldlust)\ub294 \u2018\ucee8\ud0dd\uc13c\ud130 2026 : CCaaS, AI \ubc0f WFO\uc758 \ubc1c\uc804 \ubc29\ud5a5\u2019 \uc138\uc158\uc5d0\uc11c \uae30\uc874 \uada4\ub3c4\uc5d0\uc11c \ud06c\uac8c \ubc97\uc5b4\ub098\uc9c0 \uc54a\ub294 \uc0ac\uc6a9 \uc0ac\ub840\ubd80\ud130 \uc2dc\uc791\ud558\ub77c\uace0 \uc870\uc5b8\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc0dd\uc131\ud615 AI<\/a>\ub9cc \ud654\uc81c\uac00 \ub41c \uac83\uc740 \uc544\ub2d9\ub2c8\ub2e4. \uac19\uc740 \uc138\uc158\uc5d0\uc11c \uc2dc\uc7a5\uc870\uc0ac\uc5c5\uccb4\uc778 \uc634\ub514\uc544(Omdia)<\/a>\uc758 \uc218\uc11d \ubd84\uc11d\uac00 \ub370\uc774\ube44\ub4dc \ub9c8\uc774\ub7f0(David Myron)\uc740 \uc790\uc0ac\uc758 ‘2023\ub144 \ub514\uc9c0\ud138 CX \ud604\ud669 \uc124\ubb38\uc870\uc0ac’\ub97c \uae30\ubc18\uc73c\ub85c \uc5c5\uacc4\ub97c \uc120\ub3c4\ud558\ub294 \ucee8\ud0dd\uc13c\ud130\uc758 5\uac00\uc9c0 \uc8fc\uc694 AI \ubc30\ud3ec \uc0ac\ub840\ub97c \ub2e4\uc74c\uacfc \uac19\uc774 \uc18c\uac1c\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

    \n
  1. \uc0c1\ub2f4\uc0ac \uc9c0\uc6d0(64%)<\/li>\n
  2. \ud1b5\ud654 \ubd84\ub958(63%)<\/li>\n
  3. \uc124\ubb38\uc870\uc0ac \uac80\ud1a0 \ubc0f \ubd84\uc11d(62%)<\/li>\n
  4. \uc6f9 \uae30\ubc18 \ucc57\ubd07(57%)<\/li>\n
  5. \uc9c0\ub2a5\ud615 \ud1b5\ud654 \ub77c\uc6b0\ud305(56%)<\/li>\n<\/ol>\n

    \uc9c0\ub2a5\ud615 \ud1b5\ud654 \ub77c\uc6b0\ud305\uc740 \ubc30\ud3ec \ube44\uc728\uc774 \uac00\uc7a5 \ub0ae\uc558\uc9c0\ub9cc, \uc751\ub2f5\uc790\ub4e4\uc740 AI\uac00 \uac00\uc7a5 \ud070 \uac00\uce58\ub97c \ubc1c\ud718\ud558\ub294 \ubd84\uc57c\ub77c\uace0 \uc751\ub2f5\ud588\uc2b5\ub2c8\ub2e4. \uc9c0\ub2a5\ud615 \ud1b5\ud654 \ub77c\uc6b0\ud305\uc774 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc5d0\uc11c \uc218\ud589\ud558\ub294 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \uace0\ub824\ud558\uba74 \uc774\ub294 \uadf8\ub9ac \uc0c8\ub86d\uc9c0\ub294 \uc54a\uc2b5\ub2c8\ub2e4. CX \ub9ac\ub354\ub4e4\uc774 AI\ub97c \uc0ac\uc6a9\ud558\uc5ec \uace0\uac1d \uacbd\ud5d8\uc744 \ub354 \uac1c\uc778\ud654\ud558\ub824\ub294 \ub610 \ub2e4\ub978 \ubd84\uc57c\ub294 ‘\ubd07’\uc785\ub2c8\ub2e4. \uc81c\ub124\uc2dc\uc2a4\uc758 ‘\uace0\uac1d \uacbd\ud5d8 \ud604\ud669 \ubcf4\uace0\uc11c<\/a>‘\uc5d0 \ub530\ub974\uba74 CX \ub9ac\ub354\uc758 44%\uac00 \ubd07\uc758 AI \uae30\ub2a5\uc744 \uc0ac\uc6a9\ud558\uc5ec \uace0\uac1d\uc758 \uc758\ub3c4\ub97c \uc608\uce21\ud558\uace0 \ucc28\uc120\uc758 \uc870\uce58\ub97c \ucde8\ud558\uace0 \uc788\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n

    \uae30\uc220 \uc6b0\uc120\uc21c\uc704\uc758 \ubcc0\ud654<\/h2>\n

    \ucee8\ud37c\ub7f0\uc2a4\uc758 \ud31f\uce90\uc2a4\ud2b8 \uacf5\uac1c \ubc29\uc1a1\uc778 Genesys Tech Talks in 20 \uc5d0\uc11c \uc81c\ub124\uc2dc\uc2a4\uc758 \uc120\uc784 \uc194\ub8e8\uc158 \ucee8\uc124\ud134\ud2b8 \ub9c8\uc774\ud074 \ub85c\uac74(Michael Logan)\uacfc \uc8fc\ube0c\ub294 \uc81c\ub124\uc2dc\uc2a4 \u2018\uace0\uac1d \uacbd\ud5d8 \ud604\ud669 \ubcf4\uace0\uc11c\u2019\ub97c \uae30\ubc18\uc73c\ub85c \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc758 \uac00\uce58\uc5d0 \ub300\ud574 \ubcf4\ub2e4 \uc2ec\uce35\uc801\uc73c\ub85c \uc774\uc57c\uae30 \ub098\ub234\uc2b5\ub2c8\ub2e4.<\/p>\n

    \u2018\uace0\uac1d \uacbd\ud5d8 \ud604\ud669 \ubcf4\uace0\uc11c\u2019\uc5d0 \ub530\ub974\uba74 \uc124\ubb38\uc870\uc0ac\uc5d0 \uc751\ub2f5\ud55c CX \ub9ac\ub354\uc758 \uac70\uc758 \uc808\ubc18\uc774 ‘\uace0\uac1d \uae30\ub300\uc5d0 \ubd80\uc751\ud558\ub294 \uac83\uc774 \uac00\uc7a5 \uc5b4\ub835\ub2e4’\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \uadf8\ub7f0\uac00 \ud558\uba74 80%\uc758 \uc18c\ube44\uc790\uac00 \u2018\uc9c0\uc18d\uc801\uc73c\ub85c \uacbd\ud5d8\uc744 \uac1c\uc778\ud654\ud558\ub294 \uae30\uc5c5\uc758 \uc81c\ud488\uc744 \ub354 \ub9ce\uc774 \uad6c\ub9e4\ud560 \uac83\u2019\uc774\ub77c\uace0 \uc751\ub2f5\ud560 \uc815\ub3c4\ub85c \uc18c\ube44\uc790\ub4e4\uc740 \uac1c\uc778\ud654\ub41c \uacbd\ud5d8\uc744 \uc6d0\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ub9ac\ub354\ub4e4\uc774 \ud5a5\ud6c4 2\ub144\uac04 CX \uc804\ub7b5 \uc758\uc81c \uc911 \uac00\uc7a5 \uc911\uc694\ud55c \uc0ac\uc548\uc73c\ub85c \uc190\uaf3d\uc740 \u2018\uc2e4\uc2dc\uac04 \uc778\uc0ac\uc774\ud2b8\uc640 \ubd84\uc11d, \ubcf4\uace0\ub97c \uc704\ud55c \ub370\uc774\ud130 \uae30\ub2a5 \ud5a5\uc0c1\u2019, \u2018\uace0\uac1d \uc774\ud574 \ubc0f \uac1c\uc778\ud654\ub97c \uc704\ud55c \ub370\uc774\ud130 \ubc0f AI \uc0ac\uc6a9\u2019\uc740 \ubc14\ub85c \uc774 \uac19\uc740 \uace0\uac1d \ub2c8\uc988\ub97c \uc99d\uba85\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

    \ub610\ud55c, CX \ub9ac\ub354\uc758 71%\uac00 2023\ub144 \ucd5c\uc6b0\uc120 \uae30\uc220 \uacfc\uc81c\ub85c \uc120\ud0dd\ud55c \u2018\uc2dc\uc2a4\ud15c\uc744 \ud1b5\ud569\ud558\ub294 \uace0\uac1d \uacbd\ud5d8 \ud50c\ub7ab\ud3fc \uad6c\ud604\u2019\uc740 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc744 \ud1b5\ud55c \uac1c\uc778\ud654\ub97c \ucd09\uc9c4\ud569\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\ub294 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ud50c\ub7ab\ud3fc, \uc6cc\ud06c\ud3ec\uc2a4 \uc0dd\uc0b0\uc131, CRM \uc2dc\uc2a4\ud15c, ERP \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub294 \ubb3c\ub860, \ub514\uc9c0\ud138 \ubc0f \uc74c\uc131 \ucc44\ub110\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4. \ub610\ud55c, \uc751\ub2f5\uc790\uc758 \uc808\ubc18\uc740 ‘\uc634\ub2c8\ucc44\ub110 \uacbd\ud5d8\uc744 \uc720\ub3c4\ud558\uae30 \uc704\ud55c \ub370\uc774\ud130 \ubc0f \uae30\uc220 \uc5f0\uacb0’\uc744 \uc911\uc694\ud55c \uac83\uc73c\ub85c \uaf3d\uae30\ub3c4 \ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

    \ud5a5\ud6c4 CX\ub97c \uac1c\uc120\ud558\uae30 \uc704\ud574 \uac00\uc7a5 \uc911\uc694\ud558\uac8c \uc5ec\uae30\ub294 \ub300\ubd80\ubd84\uc758 \uae30\ub2a5\uc740 \uac1c\uc778\ud654 \uacbd\ud5d8\uc744 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud558\ub294 \ub370 \ud544\uc694\ud55c \ub370\uc774\ud130\uc5d0 \ube60\ub974\uac8c \uc561\uc138\uc2a4\ud558\ub294 \uac83\uacfc \uc5f0\uad00\ub418\uc5b4 \uc788\uc2b5\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4 CX \ub9ac\ub354\ub4e4\uc740 \u2018\ubd84\uc11d \ubc0f \ubcf4\uace0\ub97c \uc704\ud55c \uc2e4\uc2dc\uac04 \ubc0f \uae30\ub85d \ub370\uc774\ud130\u2019\ub97c \uac00\uc7a5 \uc911\uc694\ud55c \uae30\ub2a5\uc73c\ub85c \uc190\uaf3d\uc558\uc73c\uba70, \uadf8 \ub2e4\uc74c\uc774 \u2018\uace0\uac1d \ub370\uc774\ud130 \ud50c\ub7ab\ud3fc\u2019\uc774\uc5c8\uc2b5\ub2c8\ub2e4. ‘\uc608\uce21\/\uc5ec\uc815 \ubd84\uc11d’\uc744 \ud575\uc2ec \uae30\ub2a5\uc73c\ub85c \uc5b8\uae09\ud558\uae30\ub3c4 \ud588\uc2b5\ub2c8\ub2e4. \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 CX \ud50c\ub7ab\ud3fc\uc740 \uc774\ub7ec\ud55c \uae30\ub2a5\uc758 \ud1a0\ub300\uac00 \ub429\ub2c8\ub2e4. CX \ub9ac\ub354\uc758 \uc808\ubc18\uc740 \u2018\ud074\ub77c\uc6b0\ub4dc CX \ud50c\ub7ab\ud3fc\uc774 \ucc44\ub110 \uc804\ubc18\uc5d0\uc11c \ub370\uc774\ud130\uc5d0 \ub354 \uc798 \uc561\uc138\uc2a4\ud558\uac8c \ud55c\ub2e4’\uace0 \uc751\ub2f5\ud588\uc2b5\ub2c8\ub2e4. \ub610\ud55c 40%\ub294 ‘\uace0\uae09 \ubd84\uc11d \ubc0f \ubcf4\uace0’\ub97c \uc81c\uacf5\ud558\ub294 \uae30\ub2a5\uc744 \ud074\ub77c\uc6b0\ub4dc CX \ud50c\ub7ab\ud3fc\uc758 \uc8fc\uc694 \uc774\uc810\uc73c\ub85c \uaf3d\uc558\uc2b5\ub2c8\ub2e4.<\/p>\n

    \uc8fc\ube0c\ub294 “\uc800\ub294 \uc9c0\uc18d\uc801\uc778 \ud601\uc2e0\uc758 \uac00\uce58\ub97c \ubbff\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \uc758\ub3c4\uc801\uc73c\ub85c \uafb8\uc900\ud788 CX\ub97c \ud601\uc2e0\ud574\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc774\ub294 \uc81c\uacf5\ud558\uace0\uc790 \ud558\ub294 \uacbd\ud5d8\uc5d0\uc11c\ubd80\ud130 \uc2dc\uc791\ud574\uc57c \ud569\ub2c8\ub2e4.”\ub77c\uace0 \ub9d0\ud588\uc2b5\ub2c8\ub2e4. \uc2dc\uac04\uc740 \ucee8\ud0dd\uc13c\ud130\uc5d0 \uc544\uc8fc \uc911\uc694\ud558\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4. CCaaS\uc758 \ubbf8\ub798\uac00 \ubc14\ub85c \uc5ec\uae30\uc5d0 \uc788\uc2b5\ub2c8\ub2e4<\/a>.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

    [vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\ucee8\ud0dd\uc13c\ud130 \uae30\uc220\uc758 \ud601\uc2e0 \uc18d\ub3c4\ub294 \uadf8\ub791\ud504\ub9ac\uc5d0\uc11c \ub2ec\ub9ac\ub294 \ud398\ub77c\ub9ac\uc758 \uc18d\ub3c4\ubcf4\ub2e4 \ube60\ub985\ub2c8\ub2e4. \ucd5c\uadfc \uc62c\ub79c\ub3c4\uc5d0\uc11c \uc5f4\ub9b0 Enterprise Connect 2023 \ucee8\ud37c\ub7f0\uc2a4\uc5d0\uc11c \ub300\ud654\uc758 \ub9ce\uc740 \uc8fc\uc81c\uac00 \u2018\ubbf8\ub798\u2019\uc5d0 \uc9d1\uc911\ub41c \uac83\ub3c4 \uadf8 \ub54c\ubb38\uc785\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc5ec\uae30\uc11c \uac00\uc7a5 \ud654\uc81c\uac00 \ub41c \uc8fc\uc81c\ub294 \uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130(CCaaS)\uc758 \ubbf8\ub798\uc5d0 \uad00\ud55c \uac83\uc774\uc5c8\uc2b5\ub2c8\ub2e4. \uc5f0\uc124\uc790\ub4e4\uc740 \uc5ec\ub7ec \uc138\uc158\uc5d0\uc11c \uace0\uac1d \uacbd\ud5d8(CX) \uae30\uc220\uc774 \uc0ac\uc77c\ub85c\uc5d0 \uac07\ud78c CCaaS\ub97c \ub118\uc5b4\uc11c\uace0 \uc788\ub2e4\uace0 \uc8fc\uc7a5\ud588\uc2b5\ub2c8\ub2e4. \uc634\ub2c8\ucc44\ub110 \uacbd\ud5d8\uacfc \uac1c\uc778\ud654\uc5d0 \ub300\ud55c \uc9c0\uc18d\uc801\uc778 \ud601\uc2e0\uc774 \uc694\uad6c\ub418\uace0 […]<\/p>\n","protected":false},"author":880,"featured_media":472934,"template":"","tax_priority":[54],"tax_blogtype":[17747],"tax_blogcategory":[18264,13216,13126],"tax_contenttheme":[14874,14873],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[17133,17085,17120],"class_list":["post-480122","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ko-kr","tax_blogcategory-18264","tax_blogcategory-digital-ko-kr","tax_blogcategory-cloud-ko-kr","tax_contenttheme-level-up-your-technology-ko-kr","tax_contenttheme-improve-employee-experience-ko-kr","tax_segment-smb-ko-kr","tax_segment-enterprise-ko-kr","tax_segment-midsized-ko-kr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/480122","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/users\/880"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/480122\/revisions"}],"predecessor-version":[{"id":481410,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/480122\/revisions\/481410"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/472934"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=480122"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=480122"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogtype?post=480122"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogcategory?post=480122"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=480122"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=480122"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=480122"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=480122"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=480122"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=480122"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=480122"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=480122"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=480122"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}