{"id":491251,"date":"2023-09-12T00:11:04","date_gmt":"2023-09-12T07:11:04","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=491251"},"modified":"2023-09-20T16:48:55","modified_gmt":"2023-09-20T23:48:55","slug":"the-next-generation-of-customer-experience-is-here","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/the-next-generation-of-customer-experience-is-here","title":{"rendered":"\ucc28\uc138\ub300 \uace0\uac1d \uacbd\ud5d8\uc774 \ubc14\ub85c \uc5ec\uae30\uc5d0 \uc788\uc2b5\ub2c8\ub2e4"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]\uace0\uac1d\uc758 \uae30\ub300\uce58\ub294 \uc9c0\ub09c \uba87 \ub144 \ub3d9\uc548 \uc804\ub840 \uc5c6\ub294 \uc18d\ub3c4\ub85c \ubc1c\uc804\ud574 \uc654\uc2b5\ub2c8\ub2e4. \uc774\uc640 \ub3d9\uc2dc\uc5d0 \uace0\uac1d \uacbd\ud5d8 (CX) \ubc0f \uc9c1\uc6d0 \uacbd\ud5d8 (EX)\uc5d0\uc11c \ud601\uc2e0\uacfc \ubc1c\uc804\uc744 \uc774\ub8e8\uc5c8\uc73c\uba70, \uae00\ub85c\ubc8c \ud32c\ub370\ubbf9\uc73c\ub85c \uc778\ud574 \uace0\uac1d\uacfc \ucee8\ud0dd\uc13c\ud130 \uc0c1\ub2f4\uc0ac \ubaa8\ub450\uc5d0\uac8c \ud070 \ubcc0\ud654\ub97c \uac00\uc838\uc654\uc2b5\ub2c8\ub2e4. \uc804 \uc138\uacc4 \uc870\uc9c1\uc5d0\uc11c\ub294 \uc774\ub7ec\ud55c CX \uc9c4\ud654\uc5d0 \ubc1c\ub9de\ucd94\uae30 \uc704\ud574 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\uace0 \ube44\uc988\ub2c8\uc2a4 \ud504\ub85c\uc138\uc2a4 \ud6a8\uc728\uc131\uc744 \ub192\uc774\ub294 \ub514\uc9c0\ud138 \ud601\uc2e0\uc5d0 \uc6b0\uc120\uc21c\uc704\ub97c \ub450\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>Genesys\uc758 2023\ub144 \ubcf4\uace0\uc11c &#8216;<a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx-report?ost_tool=blog&amp;ost_campaign=apac_lg-ko\">\uace0\uac1d \uacbd\ud5d8 \ud604\ud669<\/a>&#8216; \uc124\ubb38 \uc870\uc0ac \ub370\uc774\ud130\uc5d0 \ub530\ub974\uba74 \uc804 \uc138\uacc4 CX \ub9ac\ub354\uc758 \uae30\uc220 \uc6b0\uc120 \uc21c\uc704 1\uc704\ub294 \ud1b5\ud569 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158, CRM \uc2dc\uc2a4\ud15c, \uc804\uc0ac\uc801 \uc790\uc6d0 \uad00\ub9ac (ERP), AI \ud234 \ubc0f \uc6cc\ud06c\ud3ec\uc2a4 \uad00\ub9ac \ub4f1 \uc2dc\uc2a4\ud15c\uc744 \ud1b5\ud569\ud558\ub294 \uace0\uac1d \uacbd\ud5d8 \ud50c\ub7ab\ud3fc\uc744 \uad6c\ud604\ud558\ub294 \uac83\uc774\uc5c8\uc2b5\ub2c8\ub2e4. \ub450 \ubc88\uc9f8\ub85c \uc911\uc694\ud55c \uc6b0\uc120\uc21c\uc704\ub294 \uae30\uc220\uacfc \ub370\uc774\ud130\ub97c \uc5f0\uacb0\ud558\uc5ec \ub354 \ub098\uc740 \uc634\ub2c8\ucc44\ub110 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \uac83\uc774\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c \ubcc0\ud654\ub85c \uc778\ud574 CCaaS(Contact Center as a Service) \uc194\ub8e8\uc158\uacfc CRM \uc2dc\uc2a4\ud15c\uc758 \uc735\ud569\uc5d0 \uc9d1\uc911\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4. CCaaS\ub97c \ud1b5\ud574 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd80\uc11c\ub294 \uace0\uac1d\uacfc \uc9c1\uc6d0 (\ucee8\ud0dd \uc13c\ud130 \uc0c1\ub2f4\uc6d0 \ubc0f \uac10\ub3c5\uc790) \ubaa8\ub450\ub97c \uc704\ud574 \uc5ec\ub7ec \ucc44\ub110\uc5d0 \uac78\uccd0 \uace0\uac1d \uc0c1\ud638 \uc791\uc6a9\uc5d0 \ub300\ud55c \uc804\uccb4\uc801\uc778 \ubdf0\ub97c \uad00\ub9ac\ud560 \uc218 \uc788\uc73c\uba70, CRM\uc744 \ud1b5\ud574 \uace0\uac1d \uc11c\ube44\uc2a4\uc640 \uc5ec\ub7ec \ube44\uc988\ub2c8\uc2a4 \ud575\uc2ec \uc6cc\ud06c\ud50c\ub85c\uc6b0 \ucd94\uc9c4\uc744 \uae30\ub85d\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ucc28\uc138\ub300 CX\uc5d0\uc11c\ub294 CCaaS\uc640 CRM \uc194\ub8e8\uc158\uc774 \ub354\uc6b1 \ud1b5\ud569\ub418\uc5b4 \ud611\ub825\ud558\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4. \ub450 \uc2dc\uc2a4\ud15c\uc758 \ub370\uc774\ud130\uac00 \uace0\uac1d\uc5d0 \ub300\ud55c \ub2e8\uc77c \ubdf0(view)\ub97c \uc0dd\uc131\ud558\ub294 \ub370 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud558\ubbc0\ub85c \uc870\uc9c1\uc740 \uac1c\uc778\ud654\ub418\uace0 \uacf5\uac10\ud558\ub294 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\ub294 \ub2a5\ub825\uc744 \uac16\ucd94\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<p>CCaaS\uc640 CRM\uc758 \ud1b5\ud569\uc73c\ub85c \uc778\ud55c \ub354\uc6b1 \uac15\ub825\ud574\uc9c4 \ucc28\uc138\ub300 CX\ub97c \uc790\uc2e0\uc788\uac8c \uc18c\uac1c\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc81c\ub124\uc2dc\uc2a4\ub294<a href=\"https:\/\/www.genesys.com\/ko-kr\/genesys-cloud?ost_tool=blog&amp;ost_campaign=apac_lg-ko\"> Genesys Cloud\u2122 \ud50c\ub7ab\ud3fc<\/a>\uacfc <a href=\"https:\/\/www.genesys.com\/ko-kr\/company\/newsroom\/announcements\/genesys-salesforce-launch-cx-cloud?ost_tool=blog&amp;ost_campaign=apac_lg-ko\">Salesforce Service Cloud \uac04\uc758 \uc804\ub7b5\uc801 \ud611\ub825 \uccb4\uacb0<\/a>\uc744 \ubc1c\ud45c\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Genesys\uc640 Salesforce\uc758 CX Cloud<\/strong>\ub294 \uc591\uc0ac \ucd5c\ucd08\uc758 \uacf5\ub3d9 \ud611\ub825\uc73c\ub85c \ud0c4\uc0dd\ud55c AI \uae30\ubc18 \uace0\uac1d \uacbd\ud5d8 \ubc0f \uace0\uac1d \uad00\uacc4 \uad00\ub9ac \uc194\ub8e8\uc158\uc785\ub2c8\ub2e4. Genesys Cloud\uc758 \uc5d4\ud130\ud504\ub77c\uc774\uc988 \ucee8\ud0dd \uc13c\ud130 \ubc0f \uc6cc\ud06c\ud3ec\uc2a4 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \uad00\ub9ac(WEM) \uae30\ub2a5\uc744 \ud1b5\ud574 \uc11c\ube44\uc2a4 \ud074\ub77c\uc6b0\ub4dc\uc5d0 \ud1b5\ud569 \uc791\uc5c5 \uacf5\uac04\uc744 \uc81c\uacf5\ud558\uc5ec \uc0c1\ub2f4\uc0ac \ubc0f \uac10\ub3c5\uc790 \uc5c5\ubb34\ub97c \ub354\uc6b1 \uc6d0\ud65c\ud558\uac8c \ub9cc\ub4e4\uace0 \uae30\uc5c5\uc774 \ub370\uc774\ud130, \uc0c1\ub2f4\uc0ac, \ubd07 \ubc0f \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ucc44\ub110\uc744 \ubcf4\ub2e4 \ud6a8\uc728\uc801\uc73c\ub85c \uc870\uc815\ud558\uc5ec \ubcf4\ub2e4 \ub098\uc740 \uc5d4\ub4dc-\ud22c-\uc5d4\ub4dc \uace0\uac1d \ubc0f \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc774\ubc88 \uc0c8\ub85c\uc6b4 \uacc4\uc57d\uc740 \ud30c\ud2b8\ub108\uc2ed\uc5d0 \ub300\ud55c \uc911\uc694\ud55c \uc774\uc815\ud45c\uc774\uc790 \ud22c\uc790\ub97c \uc758\ubbf8\ud558\ub294 \ub3d9\uc2dc\uc5d0 \uc81c\ub124\uc2dc\uc2a4\uc640 \uc138\uc77c\uc988\ud3ec\uc2a4\ub294 \uc218\ub144\uac04 \uacf5\ud1b5\ub41c \uace0\uac1d\uc744 \uc704\ud574 \uc131\uacf5\uc801\uc73c\ub85c \ud611\ub825\ud574 \uc624\uace0 \uc788\uc74c\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. 8\ub144\uac04\uc758 \ud30c\ud2b8\ub108\uc2ed\uc744 \ud1b5\ud574 \uc804 \uc138\uacc4 \uc218\ubc31 \uba85\uc758 \uacf5\ud1b5 \uace0\uac1d\uc5d0\uac8c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uace0 \uc81c\ub124\uc2dc\uc2a4\uc640 \uc138\uc77c\uc988\ud3ec\uc2a4 \uc194\ub8e8\uc158\uc744 \ud1b5\ud569\ud558\uc5ec \uace0\uac1d \ubc0f \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ubbf8 150,000\uba85 \uc774\uc0c1\uc758 \ucee8\ud0dd \uc13c\ud130 \uc0c1\ub2f4\uc0ac\uac00 \uc138\uc77c\uc988\ud3ec\uc2a4 \ucf58\uc194\uc5d0\uc11c \uc791\uc5c5\ud558\uba74\uc11c \uc81c\ub124\uc2dc\uc2a4 \uc778\ud130\ub799\uc158 \uc81c\uc5b4 \ubc0f \uae30\ud0c0 \uae30\ub2a5\uc744 \uc0ac\uc6a9\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub9ac\uace0 AppExchange \ub610\ub294 Genesys \uc571\ud30c\uc6b4\ub354\ub9ac (AppFoundry\u00ae)\ub97c \ud1b5\ud574 \uad00\ub9ac\uc790\ub098 \uac1c\ubc1c\uc790\uac00 \uc544\ub2cc \uc0ac\ub78c\ub3c4 \uc27d\uac8c \ubc30\ud3ec\ud560 \uc218 \uc788\ub294 \uc0ac\uc804 \uad6c\ucd95\ub41c \ud328\ud0a4\uc9c0 \ud1b5\ud569\ub3c4 \uad6c\ube44\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc81c\ub124\uc2dc\uc2a4\uc640 \uc138\uc77c\uc988\ud3ec\uc2a4\ub294 \uace0\uac1d \uc911\uc2ec \ube44\uc804\uc744 \uacf5\uc720\ud558\uace0 \uc6d0\ud65c\ud55c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud574 \uace0\uac1d\uc758 CX \ud601\uc2e0 \uc5ec\uc815\uc744 \uacf5\ub3d9\uc73c\ub85c \uc9c0\uc6d0\ud558\ub294 \uac83\uc744 \ubaa9\ud45c\ub85c \ud569\ub2c8\ub2e4. \ub610\ud55c, \uc6b0\ub9ac\ub294 \uc774\ub7ec\ud55c \ubcc0\ud654\uc5d0 \ud568\uaed8\ud558\ub824\ub294 \ub9ce\uc740 \uae30\uc5c5\ub4e4\uc758 \ud575\uc2ec \uae30\ub465\uc774 \ub418\uc5c8\uc73c\uba70 \uc2e4\uc81c\ub85c \ub9ce\uc740 \uc5d4\ud130\ud504\ub77c\uc774\uc988\uae09 \ube0c\ub79c\ub4dc\uac00 \ub450 \ud50c\ub7ab\ud3fc\uc744 \ud45c\uc900\ud654\ud558\ub824\ub294 \uacc4\ud68d\uc744 \uacf5\uc720\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ub3d9\uae30\ud654\ub41c AI \uc9c0\uc6d0 \ub370\uc774\ud130, \ub2e8\uc77c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \uc5d4\uc9c4 \uadf8\ub9ac\uace0, \ud1b5\ud569\ub41c AI \uae30\ubc18 \uc9c1\uc6d0 \uacbd\ud5d8\uc778 \uc81c\ub124\uc2dc\uc2a4\uc640 \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 CX Cloud\ub294 \uc870\uc9c1\ub0b4 \uc0ac\uc77c\ub85c\ub97c \uc81c\uac70\ud558\uace0 \uc804\uccb4 \uc5ec\uc815\uc5d0\uc11c \uace0\uac1d \uc0c1\ud638 \uc791\uc6a9, \ud589\ub3d9 \ubc0f \uae30\ub85d\uc744 \ub354 \uc798 \uc774\ud574\ud560 \uc218 \uc788\ub3c4\ub85d \ub3c4\uc640\uc90d\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub294 \uc138\uc77c\uc988\ud3ec\uc2a4\uc640\uc758 \ud68d\uae30\uc801\uc778 \ud611\uc5c5\uc774\uba70 \uc5ec\ub7ec \uac00\uc9c0 \uc774\uc720\ub85c \uc2e4\uc81c\ub85c \ucc28\uc138\ub300 CX\uc784\uc744 \ubcf4\uc5ec\uc8fc\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\uc81c\ub124\uc2dc\uc2a4\uc640 \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 CX Cloud\ub97c \ud1b5\ud574 \uc870\uc9c1\uc740 \ub450 \ud50c\ub7ab\ud3fc\uc73c\ub85c\ubd80\ud130 \uad00\uacc4 \ubc0f \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\uc5d0 \ub300\ud55c \uc0ac\uc804 \uc5f0\uacb0\ub41c \ud1b5\ud569 \ub370\uc774\ud130 \ud328\ube0c\ub9ad\uc744 \uac16\uac8c \ub429\ub2c8\ub2e4. \ub610\ud55c \ub450 \ud50c\ub7ab\ud3fc \ubaa8\ub450\uc5d0\uc11c \uace0\uac1d\uc5d0 \ub300\ud55c \ub2e8\uc77c\uc758 \uc804\uccb4 \ubdf0\ub97c \ud655\ubcf4\ud558\uc5ec \uc0ac\uac01\uc9c0\ub300\ub97c \uc81c\uac70\ud558\uace0 AI \ubc0f \uac1c\uc778 \ub9de\ucda4\ud654\ub41c \ub300\ud654\ub97c \uac15\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>IT \ubc0f \ube44\uc988\ub2c8\uc2a4 \ud300\uc740 \ub178-\ucf54\ub4dc(No-code) \ub2e8\uc77c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \uc5d4\uc9c4\uc5d0\uc11c \uc81c\ub124\uc2dc\uc2a4 \ubc0f \uc138\uc77c\uc988\ud3ec\uc2a4 \ud50c\ub7ab\ud3fc\uc758 \ub3d9\uae30\ud654\ub41c \ub370\uc774\ud130, \ubd07 \ubc0f \ucc44\ub110\uc744 \uc0ac\uc6a9\ud558\uc5ec \ubcf4\ub2e4 \uc2a4\ub9c8\ud2b8\ud558\uace0 \uc0c1\ud669\uc5d0 \ub9de\ub294 \ub300\ud654\ub97c \uac1c\ubc1c\ud558\ub294 \ub370 \uc9d1\uc911\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>\uc81c\ub124\uc2dc\uc2a4\uc640 \uc138\uc77c\uc988\ud3ec\uc2a4 \ubaa8\ub450 \uc544\uc778\uc288\ud0c0\uc778(Einstein)\uacfc Genesys AI Experience\ub97c \ud1b5\ud574 AI \uae30\ub2a5\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \uc774 \uc544\ud0a4\ud14d\ucc98\ub97c \ud1b5\ud574 \uace0\uac1d\uc740 \uace0\uac1d \uacbd\ud5d8\uacfc \uc0ac\uc6a9 \uc0ac\ub840\ub97c \uac1c\ubcc4\uc801\uc73c\ub85c \uc120\ud0dd\ud558\uace0 \uad6c\ucd95\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>\ub2e8\uc77c \uc704\uce58\uc5d0\uc11c \ubaa8\ub4e0 \uac83\uc774 \uc870\uc815, \ub77c\uc6b0\ud305 \ubc0f \uce21\uc815\ub418\ubbc0\ub85c \uace0\uac1d\uc740 \uc5ec\ub7ec \ucc44\ub110\uc5d0\uc11c \ubcf4\ub2e4 \uc77c\uad00\ub41c \ubd07 \ubc0f \uc0c1\ub2f4\uc0ac \uc8fc\ub3c4 \uc778\ud130\ub799\uc158\uc5d0 \ucc38\uc5ec\ud560 \uc218 \uc788\uac8c \ub418\ubbc0\ub85c \ube0c\ub79c\ub4dc \ucda9\uc131\ub3c4\ub97c \uad6c\ucd95\ud558\uace0 \uc6b4\uc601 \ube44\uc6a9\uc744 \uc808\uac10\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>\uac10\ub3c5\uc790\ub294 \uc0c1\ub2f4\uc0ac\uc5d0 \ub300\ud55c \ud3ec\uad04\uc801\uc778 \uc2dc\uac01\uc744 \ud655\ubcf4\ud558\uace0 \uc131\uacfc\ub97c \ub354 \uc798 \ubd84\uc11d\ud558\uace0 \ud3c9\uac00\ud560 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4. \ub610\ud55c \ucd5c\uace0 \uc131\uacfc\uc790\ub4e4\uc758 \uad6c\uccb4\uc801\uc778 \uae30\uc220, \uc9c0\uc2dd, \ud589\ub3d9\uc744 \uc2dd\ubcc4\ud560 \uc218 \uc788\ub294 \ub2a5\ub825\ub3c4 \uac00\uc9c0\uac8c \ub429\ub2c8\ub2e4. \uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uc804\ud658\uc758 \ubc88\uac70\ub85c\uc6c0\uc744 \uc81c\uac70\ud558\uace0 AI \uae30\ubc18 \uc9c0\uc6d0\uacfc \ub370\uc774\ud130\uac00 \ud48d\ubd80\ud55c \uc131\ub2a5 \ubc0f \ud2b8\ub808\uc774\ub2dd \uc778\uc0ac\uc774\ud2b8\ub97c \ud1b5\ud574 \uc0c1\ub2f4\uc0ac \ud6a8\uc728\uc131\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub2e8\uc77c \uc0c1\ub2f4\uc0ac \uc791\uc5c5 \uacf5\uac04\uc744 \uac00\uc9c8 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.genesys.com\/ko-kr\/capabilities\/cloud-and-salesforce?ost_tool=blog&amp;ost_campaign=apac_lg-ko\">\uc81c\ub124\uc2dc\uc2a4\uc640 \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 CX Cloud<\/a>\uc5d0 \ub300\ud574 \uc790\uc138\ud788 \uc54c\uc544\ubcf4\uc2dc\uae30 \ubc14\ub78d\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section 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