{"id":562796,"date":"2025-04-01T18:11:25","date_gmt":"2025-04-02T01:11:25","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=562796"},"modified":"2025-03-31T18:25:48","modified_gmt":"2025-04-01T01:25:48","slug":"unleashing-the-power-of-customer-journey-orchestration","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/unleashing-the-power-of-customer-journey-orchestration","title":{"rendered":"\uace0\uac1d \uc5ec\uc815 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc758 \uc9c4\uc815\ud55c \uac00\uce58"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\uace0\uac1d\uc740 \uc120\ud0dd\ud558\ub294 \ubaa8\ub4e0 \ucc44\ub110\uc5d0\uc11c \ub2e8\uc21c\ud558\uace0 \uc5f0\uacb0\ub41c \uacbd\ud5d8\uc744 \ud1b5\ud574 \uc6d0\ud558\ub294 \uc11c\ube44\uc2a4\uc640 \uad6c\ub9e4 \ubaa9\ud45c\ub97c \uc27d\uac8c \uc774\ub8e8\uae38 \ubc14\ub78d\ub2c8\ub2e4. \uc790\uc2e0\uc774 \ub204\uad6c\uc778\uc9c0, \uc5b4\ub5a0\ud55c \uacbd\ud5d8\uc744 \uac70\ucce4\ub294\uc9c0, \ubb34\uc5c7\uc744 \ud558\uace0\uc790 \ud558\ub294\uc9c0 \uc54c\uc544\uc11c \ud30c\uc545\ud574 \uc8fc\uae30\ub97c \uc6d0\ud558\uc8e0. \uadf8\ub9ac\uace0 \uacbd\ud5d8\uc740 \ubcf5\uc7a1\ud558\uc9c0 \uc54a\uc544\uc57c \ud569\ub2c8\ub2e4. \uc774\ub54c \ud544\uc694\ud55c \uac83\uc774 \ubc14\ub85c, \uace0\uac1d \uc5ec\uc815 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc785\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \uc5ec\uc815\uc744 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud558\ub294 \uc774\uc720\ub294 \ubb34\uc5c7\uc774\uba70, \uc65c \uc9c0\uae08 \ud544\uc694\ud560\uae4c\uc694? \uace0\uac1d \uc5ec\uc815 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc740\u00a0\uace0\uac1d\uacfc \ube0c\ub79c\ub4dc \uac04\uc758 \uace0\uc720\ud55c \uc5ec\uc815\uc744 \uc548\ub0b4\ud558\ub294 \uc811\uadfc \ubc29\uc2dd\uc785\ub2c8\ub2e4. \uac01 \uc778\ud130\ub799\uc158\uc774 \uad00\ub828\uc131\uc774 \uc788\uace0 \uc2dc\uae30\uc801\uc808\ud558\uba70 \uace0\uac1d\uc758 \uc694\uad6c\uc5d0 \ub9de\ub3c4\ub85d \ub9de\ucda4\ud654\ud569\ub2c8\ub2e4. \uc774 \uc791\uc5c5\uc744 \uc704\ud574\uc120 \uace0\uac1d \uc5ec\uc815\uc5d0 \ub300\ud55c \uc774\ud574\uac00 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc774 \ube14\ub85c\uadf8\uc5d0\uc11c\ub294 \uae30\uc5c5\uc774 \uac1c\uc778\ud654\uc5d0 \ub300\ud55c \uc9c0\uae08\uae4c\uc9c0\uc758 \uc811\uadfc \ubc29\uc2dd\uc5d0\uc11c \ubc97\uc5b4\ub098 \uc5ec\uc815 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc744 \ud1b5\ud574 \uace0\uac1d \uacbd\ud5d8(CX)\uc744 \ud601\uc2e0\ud558\uace0, \uace0\uac1d \uacbd\ud5d8\uc744 \ube44\uc988\ub2c8\uc2a4 \uc911\uc2ec\uc5d0\uc11c \uc0ac\ub78c \uc911\uc2ec\uc73c\ub85c \uc804\ud658\ud558\ub294 \ubc29\ubc95\uc744 \uc0b4\ud3b4\ubd05\ub2c8\ub2e4. \uc774\ub294 <a href=\"https:\/\/www.genesys.com\/ko-kr\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">AI \uae30\ubc18 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158<\/a> \ud50c\ub7ab\ud3fc\uc758 \uac15\ub825\ud55c \uae30\ub2a5\uc744 \ud1b5\ud574\uc11c\ub9cc \uac00\ub2a5\ud569\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uc5ec\uc815\uc774 \uc911\uc694\ud55c \uc774\uc720<\/h2>\n<p>\ucd5c\uadfc \uba87 \ub144 \ub3d9\uc548 \ub514\uc9c0\ud138 \ud601\uc2e0, \uba38\uc2e0 \ub7ec\ub2dd \ubc0f \uc778\uacf5 \uc9c0\ub2a5(AI)\uc758 \ubc1c\uc804\uc73c\ub85c \uc5ec\uc815 \uad00\ub9ac \ub610\ud55c \ud070 \ubc1c\uc804\uc744 \uc774\ub918\uc2b5\ub2c8\ub2e4. \uacfc\uac70\uc5d0\ub294 \uae30\uc5c5\uc774 \uace0\uac1d \uc778\uc2dd\uc5d0\uc11c\ubd80\ud130 \uad6c\ub9e4\uc5d0 \uc774\ub044\ub294 &#8216;\uc138\uc77c\uc988 \ud37c\ub110 \uc5ec\uc815&#8217;\uc5d0 \ucd08\uc810\uc744 \ub9de\ucd94\uc5c8\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uace0\uac1d \uc5ec\uc815\uc740 \uc138\uc77c\uc988 \ud37c\ub110\uc744 \ub118\uc5b4, \uae30\uc5c5\uacfc \ud568\uaed8\ud558\ub294 \uace0\uac1d\uc758 \ub77c\uc774\ud504\uc0ac\uc774\ud074 \uc804\ubc18\uc744 \uc544\uc6b0\ub985\ub2c8\ub2e4.<\/p>\n<p>\uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \ud50c\ub7ab\ud3fc\uc740 \ubc29\ub300\ud55c \uc591\uc758 \uace0\uac1d \ub370\uc774\ud130\ub97c \ubd84\uc11d\ud558\uace0 \uc2e4\uc2dc\uac04\uc73c\ub85c \uc870\uce58\ub97c \ucde8\ud560 \uc218 \uc788\ub294 \uc778\uc0ac\uc774\ud2b8\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4 \ub9c8\ucf00\ud305 \ucea0\ud398\uc778, \uba54\uc2dc\uc9c0, \ucf58\ud150\uce20 \ub4f1\uc744 \uac1c\ubcc4 \uace0\uac1d \uc815\ubcf4, \ud589\ub3d9, \uc120\ud638\ub3c4\uc5d0 \ub9de\uac8c \uc870\uc815\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc5ec\uc815 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc744 \uc0ac\uc6a9\ud558\uba74 \uc9c0\uc18d\uc801\uc73c\ub85c \uace0\uac1d\uc758 \uc5ec\uc815\uc744 \uc870\uc808\ud558\uace0 \ubbf8\uc138 \uc870\uc815\ud558\uc5ec \uac01 \uc778\ud130\ub799\uc158\uc744 \ucd5c\ub300\ud55c \ud6a8\uacfc\uc801\uc774\uace0 \uc6d0\ud65c\ud558\uac8c \ucd5c\uc801\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc774 \ubb34\uc5c7\uc744 \ud558\ub824\uace0 \ud558\ub294\uc9c0, \ube44\uc988\ub2c8\uc2a4\uc5d0 \ubbf8\uce58\ub294 \uc601\ud5a5\uc740 \ubb34\uc5c7\uc778\uc9c0\ub97c \uc2e4\uc2dc\uac04\uc73c\ub85c \ud30c\uc545\ud558\uba74 \uacc4\uc18d\ud574\uc11c \uae30\ud68c\ub97c \ub9cc\ub4e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uc5ec\uc815\uc774 \uc218\uc6d4\ud558\uac8c \uc774\ub8e8\uc5b4\uc9c0\ub824\uba74 \uc2e4\uc2dc\uac04 \uc870\uc815\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n<h3>\ub0b4\ubd80 \ubc29\ud574 \uc694\uc18c \ud574\uacb0<\/h3>\n<p>\uc5ec\ub7ec \ucc44\ub110\uc5d0\uc11c \uace0\uac1d \uc5ec\uc815\uc744 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud560 \ub54c \uac00\uc7a5 \ud070 \uc5b4\ub824\uc6c0\uc740 \ub300\ubd80\ubd84\uc758 \ud68c\uc0ac\uac00 \uc601\uc5c5, \ub9c8\ucf00\ud305, \uc81c\ud488, \uace0\uac1d \uc11c\ube44\uc2a4\uc640 \uac19\uc740 \uc804\ud1b5\uc801\uc778 \ubd80\uc11c\ub85c \uc870\uc9c1\ub418\uc5b4 \uc788\ub2e4\ub294 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c \uad6c\uc870\uc5d0\uc11c \ud300\uc740 \uc790\uc2e0\uc758 \uc9c1\ubb34 \uc548\uc5d0\uc11c \uc27d\uac8c \uc18c\ud1b5\ud558\uace0 \ud504\ub85c\uc138\uc2a4\ub97c \uc2e4\ud589\ud560 \uc218 \uc788\uc9c0\ub9cc, \uc5ec\ub7ec \uc9c1\ubb34\uc5d0 \uac78\uccd0 \uc2e4\ud589\ub418\ub294 \uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\ub97c \ud30c\uc545\ud558\ub824\uace0 \ud560 \ub54c\ub294 \ubb38\uc81c\uac00 \ubc1c\uc0dd\ud569\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc758 \uc5ec\uc815\uc744 \uc8fc\ub3c4\ud560 \uc218 \uc5c6\uc73c\uba70 \uace0\uac1d\uc740 \ubaa8\ub4e0 \uc811\uc810\uc5d0\uc11c \uc27d\uac8c \uae38\uc744 \uc783\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc774 \ubcf8\uc778\uc774 \ub204\uad6c\uc778\uc9c0, \uc6d0\ud558\ub294 \ubc14\uac00 \ubb34\uc5c7\uc778\uc9c0 \uacc4\uc18d\ud574\uc11c \uc124\uba85\ud574\uc57c \ud558\ub294 \ubb38\uc81c\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub294 \uace0\uac1d \ubd88\ub9cc\uacfc \ucda9\uc131\ub3c4 \uc800\ud558\ub85c \uc774\uc5b4\uc9d1\ub2c8\ub2e4. \uace0\uac1d \uc5ec\uc815\uc744 \uc9c0\uc6d0\ud558\ub294 \uccad\uc0ac\uc9c4\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n<h3>\uc774\uc9c8\uc801\uc778 \ub370\uc774\ud130\ub97c \uace0\uac1d \uc5ec\uc815 \ub370\uc774\ud130\ub85c \ubcc0\ud658<\/h3>\n<p>\uc774\ubca4\ud2b8 \ub370\uc774\ud130 \ud50c\ub7ab\ud3fc\uc740 \uc778\ud130\ub799\uc158 \ub370\uc774\ud130\ub97c \uc218\uc9d1\ud558\uace0, \uad6c\uc131\ud558\uace0, \ubcf4\uac15\ud569\ub2c8\ub2e4. \ud50c\ub7ab\ud3fc\uc5d0\uc11c \ub370\uc774\ud130\ub97c \ubbf8\uc138 \uc870\uc815\ud558\uc5ec \uc5ec\uc815 \ub370\uc774\ud130\ub85c \ubcc0\ud658\ud558\uba74, \uc774\ub97c \ud65c\uc6a9\ud558\uc5ec \ud45c\uba74\ud654\ud558\uace0, \ubd84\uc11d\ud558\uace0, \uc5ec\uc815 \uc9c0\ub3c4 \uae30\ubc18\uc758 \uc870\uce58\ub97c \uc218\ud589\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc5ec\uc815 \uad00\ub9ac \uae30\ub2a5\uc744 \ud1b5\ud574 \uace0\uac1d \uc5ec\uc815\uc774 \uc5b4\ub5bb\uac8c \uc9c4\ud589\ub418\uace0 \uc788\ub294\uc9c0 \ud655\uc778\ud558\uace0, \uc778\uc0ac\uc774\ud2b8\ub97c \ud65c\uc6a9\ud558\uc5ec \uc870\uce58\ub97c \ucde8\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc774 \uae30\uc5c5\uacfc \ub514\uc9c0\ud138 \uc778\ud130\ub799\uc158\uc744 \uac70\uce5c \ud6c4, \ub2e4\uc74c \ub0a0 \ub2e4\uc2dc \uc804\ud654\ud558\ub294 \uacbd\uc6b0\ub97c \uc608\ub85c \ub4e4\uc5b4 \ubd05\uc2dc\ub2e4. \uc774\ub54c \uace0\uac1d\uc740 \ubd07\uacfc \uc0c1\ud638 \uc791\uc6a9\ud558\uae30\ubcf4\ub2e4 \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc9c1\uc811 \ubb38\uc758\ud558\uac70\ub098 \ubcf4\ub2e4 \uac04\ub2e8\ud55c \uc140\ud504 \uc11c\ube44\uc2a4 \ud504\ub85c\uc138\uc2a4\ub97c \uc774\uc6a9\ud558\ub294 \uac83\uc774 \uc774\uc0c1\uc801\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ud504\ub85c\uc138\uc2a4\ub97c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud558\ub824\uba74 \uace0\uac1d \ud589\ub3d9\uc5d0 \ub300\ud55c \uc9c0\uc2dd\uc744 \uac16\uace0 \uc5ec\uc815 \uc804\ubc18\uc758 \ud328\ud134\uc744 \ud30c\uc545\ud574\uc57c \ud569\ub2c8\ub2e4. \ud589\ub3d9\uacfc \uc758\ub3c4\uc5d0 \ub300\ud55c \uc815\ubcf4\ub97c \ud48d\ubd80\ud558\uac8c \ud655\ubcf4\ud558\uba74 \ud574\ub2f9 \uc5ec\uc815\uc758 \uc0c1\ud0dc\uc640 \uad00\ub828\uc131\uc744 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uc5ec\uc815 \uad00\ub9ac\ub97c \ud1b5\ud55c \uc885\ud569\uc801\uc778 \uace0\uac1d \ubdf0 \ud655\ubcf4<\/h2>\n<p>\uace0\uac1d\uc740 \ubcf8\uc778\ub9cc\uc758 \uace0\uc720\ud55c \ubaa9\ud45c\ub97c \uac00\uc9c0\uace0 \uc5ec\uc815\uc744 \uc9c4\ud589\ud569\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc5d0 \ub300\ud55c \uc885\ud569\uc801\uc778 \ubdf0\ub97c \ud655\ubcf4\ud558\uba74 \uc774\ub7ec\ud55c \uc5ec\uc815\uc744 \uc801\uc808\ud788 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc5ec\uc815 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc740 \ud3ec\uad04\uc801\uc778 \uace0\uac1d \uc5ec\uc815 \uad00\ub9ac \uc811\uadfc \ubc29\uc2dd\uc5d0 \ud3ec\ud568\ub420 \ub54c \uac00\uc7a5 \uc131\uacf5\uc801\uc785\ub2c8\ub2e4.<\/p>\n<p>\uc5ec\uc815 \uad00\ub9ac\ub294 \uac01 \uc811\uc810\ub9c8\ub2e4\uc758 \ub2e8\uc77c \uc778\ud130\ub799\uc158 \ucd5c\uc801\ud654\uac00 \uc544\ub2cc, \ubaa9\ud45c \ub2ec\uc131\uc744 \uc704\ud55c \uace0\uac1d\uc758 \uc774\ub3d9 \uacbd\ub85c\uc5d0 \uc911\uc810\uc744 \ub461\ub2c8\ub2e4. \uc774\uc5d0 \ub530\ub77c \uace0\uac1d \uc5ec\uc815\uc758 \uc5ec\ub7ec \uc9c0\uc810\uc5d0\uc11c \uc5b4\ub5a0\ud55c \uc77c\uc774 \uc77c\uc5b4\ub098\uace0 \uc788\ub294\uc9c0, \uc81c\ub300\ub85c \uc791\ub3d9\ud558\uc9c0 \uc54a\ub294 \ubd80\ubd84\uc774 \uc5b4\ub514\uc778\uc9c0, \uadf8 \uc774\uc720\uac00 \ubb34\uc5c7\uc778\uc9c0 \ud30c\uc545\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc77c\ub2e8 \uace0\uac1d \ud589\ub3d9 \uacbd\ub85c\ub97c \uc2dc\uac01\ud654\ud560 \uc218 \uc788\uac8c \ub418\uba74 \uc774\ub97c \uce21\uc815\ud558\uace0, \ubaa8\ub2c8\ud130\ub9c1\ud558\uace0, \ubd84\uc11d\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\uc11c \uc5bb\uc740 \uc778\uc0ac\uc774\ud2b8\ub85c \ud544\uc694\ud55c \uc870\uce58\ub97c \ucde8\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \ud1b5\ud574 \ub2e4\uc74c\uc5d0 \ucde8\ud560 \ucc28\uc120\ucc45\uc5d0 \ub300\ud55c \uc5ec\uc815\uc744 \uac1c\uc778\ud654\ud558\uac70\ub098, \uc778\uc0ac\uc774\ud2b8\ub97c \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \uc5d4\uc9c4\uc5d0 \ub2e4\uc2dc \ud22c\uc785\ud558\uc5ec \uc55e\uc11c \uc124\uba85\ud55c \uc791\uc5c5\uc744 \ubaa8\ub450 \uc218\ud589\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ud6a8\uacfc\uc801\uc778 \uc5ec\uc815 \uad00\ub9ac\ub294 \uace0\uac1d \uacbd\ud5d8\uc744 \uc911\uc2ec\uc73c\ub85c \ub0b4\ubd80 \ud300\uc744 \uc870\uc728\ud558\uace0 \uc678\ubd80\uc5d0\uc11c \uace0\uac1d \uacbd\ud5d8\uc744 \ubc14\ub77c\ubcfc \uc218 \uc788\ub294 \uae30\ubc18\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \uc5ec\uc815 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc740 \uac01 \uace0\uac1d\uc758 \ubaa9\ud45c\uc640 \uc804\uccb4\uc801\uc778 \ub9e5\ub77d\uc5d0\uc11c \uac00\uc7a5 \uad00\ub828\uc131\uc774 \ub192\uc740 \uc778\ud130\ub799\uc158\uc744 \uc9c0\uc6d0\ud558\uc5ec \uc5ec\uc815 \uacb0\uacfc\ub97c \uac1c\uc120\ud569\ub2c8\ub2e4. \ub610\ud55c \uac00\uc7a5 \ud6a8\uacfc\uc801\uc778 \ucc44\ub110\uc744 \ud1b5\ud574 \uace0\uac1d \uc5ec\uc815 \ucd5c\uc801\uc758 \uc9c0\uc810\uc5d0\uc11c \uc2e4\uc2dc\uac04\uc73c\ub85c \ucc38\uc5ec\ub97c \uc720\ub3c4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc740 \uac01 \uace0\uac1d\uc758 \uc804\ubc18\uc801\uc778 \uacbd\ud5d8\uc744 \ud65c\uc6a9\ud558\uc5ec \uace0\uac1d \uc5ec\uc815\uc744 \uac1c\uc120\ud560 \ubc29\ubc95\uc744 \uacb0\uc815\ud55c \ub2e4\uc74c, \ubc14\ub78c\uc9c1\ud55c \uacb0\uacfc\ub97c \ub3c4\ucd9c\ud568\uc73c\ub85c\uc368 \ub354\uc6b1 \uc2ec\ub3c4 \uae4a\uc740 \uac1c\uc778\ud654\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uc5ec\uc815 \ub9e4\ud551 \ubc0f \ubd84\uc11d<\/h2>\n<p>\uace0\uac1d\uc774 \ud2b9\uc815 \ubaa9\ud45c\ub97c \ub2ec\uc131\ud558\uace0\uc790 \ud558\ub294 \uc0c1\ud669\uc5d0\uc11c, \uace0\uac1d \uc5ec\uc815 \ub9e4\ud551\uc740 \uc2dc\uac04\uc774 \uc9c0\ub0a8\uc5d0 \ub530\ub77c \uc5ec\ub7ec \uc811\uc810\uc5d0 \uac78\uccd0 \uace0\uac1d\uc758 \uacbd\ud5d8\uc744 \uc2dc\uac01\ud654\ud569\ub2c8\ub2e4. \ub9e4\ud551\uc744 \ud1b5\ud574 \uace0\uac1d \ud589\ub3d9\uc5d0 \ub300\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \uc5bb\uc5b4 \uc5ec\uc815\uc758 \uac01 \ub2e8\uacc4\ub97c \ucd5c\uc801\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uba3c\uc800, \uad00\ub9ac\ud558\uace0 \ucd94\uc801\ud558\uace0\uc790 \ud558\ub294 \uc5ec\uc815\uc744 \uacb0\uc815\ud569\ub2c8\ub2e4. \uace0\uac1d, \uace0\uac1d\uc758 \ubaa9\ud45c, \ubaa9\ud45c\ub97c \ub2ec\uc131\ud558\uae30 \uc704\ud55c \uc5ec\uc815\uc744 \uc911\uc2ec\uc73c\ub85c \uc804\uccb4 \ube44\uc988\ub2c8\uc2a4\ub97c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud558\uba74 \uace0\uac1d \ud589\ub3d9\uc744 \ub354 \uc798 \uc774\ud574\ud558\uace0 \ub354 \ub9ce\uc740 \uc815\ubcf4\uc5d0 \uc785\uac01\ud558\uc5ec CX \ucd5c\uc801\ud654 \ubc29\ubc95\uc744 \uacb0\uc815\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uadf8\ub7f0 \ub2e4\uc74c, \uc5ec\uc815\uc758 \ud558\uc704 \uc9d1\ud569\uc5d0 \ub300\ud55c \uc9c0\ub3c4\ub97c \ub9cc\ub4e4\uace0, \ub192\uc740 \uac70\ub798 \ube44\uc6a9 \ub610\ub294 \ub192\uc740 \ub204\uc801 \uace0\uac1d \uac00\uce58\ub97c \uacac\uc778\ud558\ub294 \uc694\uc18c\uc5d0 \ucd08\uc810\uc744 \ub9de\ucda5\ub2c8\ub2e4. \uc774\ub294 \ub9de\ucda4\ud615 \uace0\uac1d \uacbd\ud5d8\uc744 \uc124\uacc4\ud558\uae30 \uc704\ud55c \uc88b\uc740 \uc2dc\uc791\uc810\uc774 \ub429\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc774\ub7ec\ud55c \uc9c0\ub3c4\ub294 \uc804\uccb4 \uace0\uac1d \uc5ec\uc815 \ucd5c\uc801\ud654\ub97c \uc704\ud55c \ud504\ub85c\uadf8\ub7a8\uc758 \ud1a0\ub300\uac00 \ub429\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \ud589\ub3d9\uc744 \uc2dc\uac01\ud654\ud560 \uc218 \uc788\uac8c \ub418\uc5c8\ub2e4\uba74, <a href=\"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/the-definitive-list-of-29-call-center-metrics-and-kpis\" target=\"_blank\" rel=\"noopener\">\uac00\uc7a5 \uc911\uc694\ud55c \uc9c0\ud45c<\/a>\uc5d0 \ubbf8\uce58\ub294 \uc601\ud5a5\uc744 \ud3c9\uac00\ud560 \ucc28\ub840\uc785\ub2c8\ub2e4. \uc774\ub54c \uc5ec\uc815 \ubd84\uc11d\uc740 \uc9c8\ubb38\uc5d0 \uc2e0\uc18d\ud558\uac8c \ub2f5\ud558\uace0 \ub370\uc774\ud130\ub97c \uae30\ubc18\uc73c\ub85c \uc758\uc0ac \uacb0\uc815\uc744 \ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud569\ub2c8\ub2e4.<\/p>\n<p>CX \ub9ac\ub354\ub294 \uc131\uacfc\ub97c \uc774\ud574\ud558\uace0 \uac01 \uc5ec\uc815\uc758 \uc131\uacf5\uc744 \uc608\uce21\ud558\uae30 \uc704\ud574 \ub2e4\uc74c \uc0ac\ud56d\uc744 \uce21\uc815\ud569\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\uc5ec\uc815 \ub9c8\uc77c\uc2a4\ud1a4<\/li>\n<li>\uc5ec\uc815 \ub0b4 \uc2e0\ud638<\/li>\n<li>\uc5ec\uc815 \uc131\uacf5 \uc9c0\ud45c<\/li>\n<\/ul>\n<p>\uc5ec\uc815 \ub0b4 \uc9c0\ud45c\ub294 \uad6c\ub9e4 \uc804\ud658\uc728, NPS, CSAT, \ube44\ud65c\ub3d9, \uacbd\uacfc \uc2dc\uac04 \ub4f1 \ub2e4\uc591\ud569\ub2c8\ub2e4. \uac01 \uc5ec\uc815\uc758 \uc131\uacf5\uc744 \uc608\uce21\ud558\ub294 \uc8fc\uc694 \uc21c\uac04\uc744 \ud3ec\ucc29\ud558\ub294 \uc9c0\ud45c\ub97c \ud655\uc778\ud558\ub294 \ud3c9\uac00\ub294 \ud544\uc218\uc785\ub2c8\ub2e4. \uc5ec\uc815 \uc131\uacf5\uc740 \ub9cc\uc871\ub3c4, \uc644\ub8cc\uc728, \ube44\uc6a9 \ub610\ub294 \ub178\ub825 \uc810\uc218\uc640 \uac19\uc740 \ucd5c\uc885 \uc5ec\uc815 \uc9c0\ud45c\uc5d0 \uae30\ubc18\ud55c \uc5ec\uc815 \uc810\uc218\ub97c \ud1b5\ud574 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc9c0\ud45c\uc5d0 \ubcc0\ub3d9\uc774 \uc0dd\uae30\uba74 \ubb34\uc5c7\uc774 \ud6a8\uacfc\uc801\uc774\uace0 \uadf8\ub807\uc9c0 \uc54a\uc740\uc9c0\ub97c \ubd84\uc11d\ud558\uace0 \uc2dd\ubcc4\ud560 \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. \ud2b9\uc815 \ubb38\uc81c\uac00 \uace0\uac1d\uc758 \ub178\ub825, \ucd5c\ucd08 \ubb38\uc758 \uc2dc \ud574\uacb0\ub960, \uc11c\ube44\uc2a4 \ube44\uc6a9 \ub4f1\uc758 \uacb0\uacfc\uc5d0 \ubbf8\uce58\ub294 \uc601\ud5a5\uc740 \uc27d\uac8c \uacc4\uc0b0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc815\ubcf4\ub97c \uac16\ucd94\uba74 \uacbd\ud5d8\uacfc \uacb0\uacfc\ub97c \ucd5c\uc801\ud654\ud558\uae30 \uc704\ud55c \uc870\uce58\ub97c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud560 \uc900\ube44\uac00 \ub41c \uac83\uc785\ub2c8\ub2e4.<\/p>\n<h2>\uc5ec\uc815 \uad00\ub9ac\uc5d0\uc11c \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc73c\ub85c\uc758 \ubc1c\uc804<\/h2>\n<p>\uc5ec\uc815 \uad00\ub9ac\ub294 \uace0\uac1d\uc744 A \uc9c0\uc810\uc5d0\uc11c B \uc9c0\uc810\uc73c\ub85c \uc774\ub3d9\uc2dc\ud0a4\ub294 \ubc29\ubc95\uc5d0 \ub300\ud55c \uccad\uc0ac\uc9c4\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \ubc29\ud574 \uc694\uc18c\uac00 \uc5b4\ub514\uc5d0 \uc704\uce58\ud558\ub294\uc9c0 \ubcf4\uc5ec \uc8fc\uba70, \ubc29\ud574 \uc694\uc18c\ub97c \uadf9\ubcf5\ud558\ub294 \ubc29\ubc95\ub3c4 \uc774\ud574\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \ubc29\ubb38\uc790\uac00 \uc6d0\ud558\ub294 \uacf3\uc73c\ub85c \ub354 \ube60\ub974\uac8c \uc774\ub3d9\ud560 \uc218 \uc788\ub3c4\ub85d \ub370\uc774\ud130, \uc778\uc0ac\uc774\ud2b8, \uae30\uc220\uc758 \uc870\uc815\uc744 \uc548\ub0b4\ud558\ub294 \uac83\uc740 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc785\ub2c8\ub2e4.<\/p>\n<p>AI \uae30\ubc18 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc740 \ud504\ub85c\uc138\uc2a4\ub97c \uc790\ub3d9\ud654\ud558\uace0 \uc5d4\ub4dc \ud22c \uc5d4\ub4dc \uace0\uac1d \uacbd\ud5d8\uc744 \ucd5c\uc801\ud654\ud569\ub2c8\ub2e4. \ub370\uc774\ud130, \ubd84\uc11d, \uc790\ub3d9\ud654, \uc0ac\ub78c\uc758 \ud798\uc744 \ud65c\uc6a9\ud558\uba74 \ubaa8\ub4e0 \uc811\uc810\uc5d0\uc11c \uc801\uc808\ud55c \uace0\uac1d\uc5d0\uac8c \uc801\uc808\ud55c \uc815\ubcf4\ub97c \uc801\uc2dc\uc5d0 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc218\uc900\uc758 \uac1c\uc778\ud654\ub294 \uace0\uac1d\uc774 \uc790\uc2e0\uc744 \uc774\ud574\ud558\uace0 \uac00\uce58 \uc788\uac8c \uc5ec\uae34\ub2e4\uace0 \ub290\ub07c\ub294 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/ko-kr\/definitions\/what-is-a-customer-journey\">\uace0\uac1d \uc5ec\uc815<\/a>\uc744 \ubd84\uc11d\ud558\uace0 \uc5ec\uae30\uc11c \uc5bb\uc740 \uc778\uc0ac\uc774\ud2b8\ub97c \ud65c\uc6a9\ud558\uba74 \uace0\uac1d\uc758 \uae30\ub300\uce58\ub97c \ub118\uc5b4\uc11c\ub294 \uc6d0\ud65c\ud55c \uacbd\ud5d8\uc744 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud558\uc5ec \uad81\uadf9\uc801\uc73c\ub85c \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \ucda9\uc131\ub3c4\ub97c \ub192\uc774\uace0, \uacac\uace0\ud55c \uace0\uac1d \uad00\uacc4\ub97c \uc624\ub798\ub3c4\ub85d \uac00\uc838\uac08 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\ub354 \ub098\uc740 \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc \ub2ec\uc131<\/h2>\n<p>\uace0\uac1d \uc5ec\uc815 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc740 \ube44\uc988\ub2c8\uc2a4\ub97c \ucc28\ubcc4\ud654\ud558\ub294 \uac15\ub825\ud55c \uc694\uc18c\uc785\ub2c8\ub2e4. \uace0\uac1d\uacfc \uc778\ud130\ub799\uc158\ud558\ub294 \ubc29\uc2dd\uacfc \uacbd\ud5d8\uc758 \ud488\uc9c8\uc744 \ud601\uc2e0\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub294 \uc5ec\uc815 \uad00\ub9ac \ud504\ub85c\uadf8\ub7a8\uc5d0\uc11c \uc911\uc694\ud55c \ubd80\ubd84\uc774\uba70 \uc2e0\uc911\ud55c \uacc4\ud68d, \uc804\ub7b5\uc801 \uc0ac\uace0, \uc9c0\uc18d\uc801\uc778 \ucd5c\uc801\ud654\uc758 \uacb0\uacfc\uc785\ub2c8\ub2e4. \uc131\uacf5\uc801\uc778 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc744 \uc704\ud574\uc11c\ub294 \uace0\uc720\ud55c \ube44\uc988\ub2c8\uc2a4 \uc694\uad6c \uc0ac\ud56d\uacfc \ud0c0\uac9f \uace0\uac1d\uc744 \uc9c0\uc6d0\ud558\ub294 \ub370 \uc801\ud569\ud55c \ub3c4\uad6c \uc989, \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \ud50c\ub7ab\ud3fc\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc774 \ub354 \uc27d\uac8c \ubaa9\ud45c\ub97c \ub2ec\uc131\ud560 \uc218 \uc788\ub3c4\ub85d \ub192\uc740 \uc218\uc900\uc758 \uc5f0\uacb0\uc131\uacfc \ub354\uc6b1 \uc758\ubbf8 \uc788\ub294 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uc5ec \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\ub97c \ub2ec\uc131\ud558\uace0 \uace0\uac1d\uc758 \uc2e0\ub8b0\uc640 \ucda9\uc131\ub3c4\ub97c \ub192\uc5ec \ubcf4\uc138\uc694.<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/ko-kr\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">\uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc774 \uace0\uac1d \uc5ec\uc815\uc744 \ubcc0\ud654\uc2dc\ud0a4\ub294 \ubc29\ubc95<\/a>\uc5d0 \ub300\ud574 \ub354 \uc790\uc138\ud788 \uc54c\uc544\ubcf4\uc138\uc694.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section 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