{"id":614747,"date":"2025-03-12T06:01:03","date_gmt":"2025-03-12T13:01:03","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow"},"modified":"2026-03-12T10:12:14","modified_gmt":"2026-03-12T17:12:14","slug":"3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","title":{"rendered":"\ud1b5\ud569 \uacbd\ud5d8 \uc81c\uacf5\uc758 3\uac00\uc9c0 \ud575\uc2ec \uc694\uc18c: Genesys\uc640 ServiceNow \ud65c\uc6a9"},"content":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text css=””]\ucee8\ud0dd\uc13c\ud130\ub294 \ud55c\uc5c6\uc774 \uae30\uc900\uc744 \ub192\uc5ec\uac00\ub294 \uace0\uac1d \ub208\ub192\uc774\uc5d0 \ubd80\uc751\ud574\uc57c \ud569\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc704\ud574 \uc5bc\ub9c8\ub098 \ub9ce\uc740 \uc9c1\uc6d0, \uc5bc\ub9c8\ub098 \ub9ce\uc740 \ucc44\ub110, \uc5bc\ub9c8\ub098 \ub9ce\uc740 \ubd80\uc11c\uac00 \uad00\uc5ec\ud558\ub4e0, \uace0\uac1d\uc774 \uc6d0\ud558\ub294 \uac83\uc740 \uc6d0\ud65c\ud55c \uc11c\ube44\uc2a4 \uc5ec\uc815\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uae30\ub300\uac00 \ucda9\uc871\ub418\uc9c0 \uc54a\uc73c\uba74 \uacbd\uc7c1\uc0ac\ub85c \ube60\ub974\uac8c \uc62e\uaca8\uac08 \uac83\uc785\ub2c8\ub2e4. \uc2e4\uc81c\ub85c, “\uace0\uac1d \uacbd\ud5d8 \ud604\ud669<\/a>” \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74 \uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c \uace0\uac1d\uc758 \uc808\ubc18 \uc774\uc0c1\uc774 2~5\ubc88\uc758 \ubd80\uc815\uc801\uc778 \uc0c1\ud638\uc791\uc6a9 \ud6c4\uc5d0\ub294 \ud574\ub2f9 \ube0c\ub79c\ub4dc\ub97c \ub5a0\ub0a0 \uac83\uc774\ub77c\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

\ucee8\ud0dd\uc13c\ud130\ub97c \uc5b4\ub835\uac8c \ud558\ub294 \uac83\uc740 \uace0\uac1d\uc758 \uae30\ub300\uce58\ub9cc\uc740 \uc544\ub2d9\ub2c8\ub2e4. \uc774\uc9c1\ub960\uc740 \uc810\uc810 \ub192\uc544\uc9c0\uace0 \uc788\uc73c\uba70, \uc774\ub85c \uc778\ud574 \ucc44\uc6a9 \ubc0f \uad50\uc721\uc5d0 \ud22c\uc790\ud55c \uc9c0\uc2dd\uacfc \uc790\uc6d0\uc774 \ubb3c\uac70\ud488\uc774 \ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uacfc\uac70\uc5d0\ub294 \uc6cc\ud06c\ud3ec\uc2a4 \uc9c0\uc6d0\uc744 \uc704\ud55c \ud3ec\uc778\ud2b8 \uc194\ub8e8\uc158\uc744 \ube60\ub974\uace0 \uc27d\uac8c \ub3c4\uc785\ud560 \uc218 \uc788\uc5c8\uc9c0\ub9cc, \uc774\ub7ec\ud55c \uc194\ub8e8\uc158\uc740 \ud3ec\uad04\uc801\uc774\uace0 \uc5f0\uacb0\ub41c \uae30\uc220 \uc2a4\ud0dd\uacfc \ud568\uaed8 \ud1b5\ud569\ud558\uae30 \uc5b4\ub835\uc2b5\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d \uc11c\ube44\uc2a4 \ud300\uc740 \uc218\ub3d9 \ud504\ub85c\uc138\uc2a4\uc640 \uc0ac\uc77c\ub85c\ud654\ub41c \uae30\uc220\ub4e4\uc744 \uc9c1\uc811 \uc5f0\uacb0\ud574\uc57c \ud569\ub2c8\ub2e4. \uc774\ub294 \uace0\uac1d\uacfc \uc9c1\uc6d0 \ubaa8\ub450\uc5d0\uac8c \ub2f5\ub2f5\ud558\uace0 \uc2dc\uac04 \uc18c\ubaa8\uc801\uc778 \uacbd\ud5d8\uc785\ub2c8\ub2e4. \uc0ac\ub78c\uc774 \uc218\uc791\uc5c5\uc73c\ub85c \ucc98\ub9ac\ud558\ub294 \ube44\ud6a8\uc728\uc801\uc778 “\uc778\uac04 \ubbf8\ub4e4\uc6e8\uc5b4” \uc811\uadfc \ubc29\uc2dd\uc740 \uc5f4\uc545\ud55c \uace0\uac1d \uacbd\ud5d8(CX)\uc73c\ub85c \uc774\uc5b4\uc9c0\uba70 \ube44\uc6a9\uc744 \ubc1c\uc0dd\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

2024\ub144, Genesys\ub294 ServiceNow\uc640 \uc0c8\ub85c\uc6b4 \uc804\ub7b5\uc801 \ud30c\ud2b8\ub108\uc2ed<\/a>\uc744 \ubc1c\ud45c\ud558\uace0, \uc591\uc0ac \ud50c\ub7ab\ud3fc\uc744 \uacb0\ud569\ud558\uc5ec \uc774\ub7ec\ud55c \uacfc\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ubc29\uc548\uc744 \ubaa8\uc0c9\ud588\uc2b5\ub2c8\ub2e4. Genesys \ucd5c\uace0 \uc81c\ud488 \ucc45\uc784\uc790\uc778 \uc62c\ub974\ube44\uc5d0 \uc8fc\ube0c(Olivier Jouve)\ub294 “\uc591\uc0ac \ud50c\ub7ab\ud3fc\uc744 \ub354\uc6b1 \uae34\ubc00\ud558\uac8c \ud1b5\ud569\ud568\uc73c\ub85c\uc368 \uace0\uac1d\uc0ac\ub294 \uace0\uac1d \ubc0f \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \ud5a5\uc0c1\ud558\ub294 \ub370 \ub354 \ub9ce\uc740 \uc120\ud0dd\uad8c\uacfc \uc720\uc5f0\uc131\uc744 \uac00\uc9c8 \uac83\u201d\uc774\ub77c\uace0 \ub9d0\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

Genesys\uc640 ServiceNow\uc758 \ud1b5\ud569 \uc194\ub8e8\uc158\uc778 \u2018Unified Experience(\ud1b5\ud569 \uacbd\ud5d8)\u2019\uac00 \ub4dc\ub514\uc5b4 ServiceNow Store<\/a>\uc640 AppFoundry\u00ae<\/sup> Marketplace<\/a>\uc5d0 \ucd9c\uc2dc\ub418\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc774 \uae00\uc5d0\uc11c\ub294 \uc0c8\ub85c\uc6b4 \uc194\ub8e8\uc158\uc744 \uacf5\ub3d9\uc73c\ub85c \uc124\uacc4\ud558\uace0 \ubca0\ud0c0 \ud14c\uc2a4\ud2b8\ub97c \uc9c4\ud589\ud558\uba74\uc11c \uc5bb\uc740 \uc5f0\uad6c\uc640 \uc778\uc0ac\uc774\ud2b8\ub97c \uc2ec\uce35\uc801\uc73c\ub85c \uc0b4\ud3b4\ubcf4\uaca0\uc2b5\ub2c8\ub2e4. \uc774\ub294 \ub2e4\uc74c\uacfc \uac19\uc774 3\uac00\uc9c0\ub85c \uc815\ub9ac\ub420 \uc218 \uc788\uc73c\uba70, \uace0\uac1d\uacfc \uc9c1\uc6d0\uc774 \uae30\ub300\ud558\ub294 \ud1b5\ud569 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \ud575\uc2ec \uc694\uc18c\uc774\uae30\ub3c4 \ud569\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

1. \uc778\ud130\ub799\uc158 \ubc0f \uc5c5\ubb34 \ub77c\uc6b0\ud305 \uc911\uc559\ud654<\/h2>\n

\uadf8\ub3d9\uc548 \ub9ce\uc740 \uc870\uc9c1\uc774 \ub2e4\uc591\ud55c \ucc44\ub110\uc758 \ub77c\uc6b0\ud305 \ubc0f \uad00\ub9ac\ub97c \uc704\ud574 \uc5ec\ub7ec \uc2dc\uc2a4\ud15c\uc744 \ubc30\ud3ec\ud558\uace0, \ubbf8\ub4e4 \uc624\ud53c\uc2a4 \ubc0f \ubc31 \uc624\ud53c\uc2a4 \ud300\uc758 \uc5c5\ubb34 \ud560\ub2f9 \ubc0f \uc790\ub3d9\ud654\ub97c \uc704\ud574 \ub610 \ub2e4\ub978 \uc2dc\uc2a4\ud15c\uc744 \uad6c\ucd95\ud574 \uc654\uc2b5\ub2c8\ub2e4. \uc774\ub294 \uc870\uc9c1\uc774 \uc138\uacc4\uc801\uc778 \uc218\uc900\uc758 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub294 \ub2a5\ub825\ubfd0\ub9cc \uc544\ub2c8\ub77c \uc218\uc775\uc5d0\ub3c4 \ubd80\uc815\uc801\uc778 \uc601\ud5a5\uc744 \uc904 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc774\ub7f0 \ud658\uacbd\uc5d0\uc11c \uace0\uac1d\uc740 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ucc44\ub110\uc744 \uc804\ud658\ud560 \ub54c\ub9c8\ub2e4 \uac19\uc740 \ub9d0\uc744 \ubc18\ubcf5\ud574\uc57c \ud558\ub294 \uacbd\uc6b0\uac00 \ub9ce\uc2b5\ub2c8\ub2e4. \uc0c1\ub2f4\uc0ac\ub294 \uc790\uc2e0\uc758 \uc2a4\ud0ac\uacfc \uc5ed\ub7c9\uc5d0 \ub9de\uc9c0 \uc54a\ub294 \uc5c5\ubb34\ub97c \ub2e4\ub8e8\uc5b4\uc57c \ud558\uba70, \uc815\ubcf4\ub97c \uc218\uc9d1\ud558\uae30 \uc704\ud574 \uc5ec\ub7ec \uc560\ud50c\ub9ac\ucf00\uc774\uc158\uc744 \uc624\uac00\uc57c \ud569\ub2c8\ub2e4. \uc774\ub294 \uc0c1\ub2f4\uc0ac\uc758 \ubd88\ub9cc\uacfc \uc88c\uc808\uac10\uc744 \ub354\ud569\ub2c8\ub2e4. \uae30\uc5c5\uc740 \uc6b4\uc601\uc744 \uc704\ud574 \ub04a\uc784\uc5c6\uc774 \uad00\ub9ac\ud574\uc57c \ud558\ub294 \uc911\ubcf5\ub41c \uae30\uc220 \uc2dc\uc2a4\ud15c\uc744 \ub5a0\uc548\uac8c \ub418\uba70, IT \uc608\uc0b0\uc740 \ub9e4\ub144 \uc99d\uac00\ud569\ub2c8\ub2e4.<\/p>\n

Genesys\uc640 ServiceNow\uc758 \ud1b5\ud569 \uc194\ub8e8\uc158\uc778 Unified Experience\ub294 \ud504\ub7f0\ud2b8 \uc624\ud53c\uc2a4 \uc0c1\ud638\uc791\uc6a9\uc758 \ub77c\uc6b0\ud305\uacfc \ubc31 \uc624\ud53c\uc2a4 \uc791\uc5c5\uc744 \ub2e8\uc77c\uc758 \uc778\uacf5 \uc9c0\ub2a5(AI) \uae30\ubc18 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \uc5d4\uc9c4\uc73c\ub85c \ud1b5\ud569\ud569\ub2c8\ub2e4. \ub77c\uc6b0\ud305\uc740 Genesys Cloud\u2122<\/sup> \ud50c\ub7ab\ud3fc\uc5d0 \uc911\uc559 \uc9d1\uc911\ud654\ub429\ub2c8\ub2e4. \ub530\ub77c\uc11c \uc801\uc2dc\uc5d0 \uc801\uc808\ud55c \uc0ac\ub78c\uc5d0\uac8c \uc5c5\ubb34\ub97c \ud6a8\uc728\uc801\uc73c\ub85c \uc804\ub2ec\ud558\uace0, \uc74c\uc131 \ud1b5\ud654 \ubc0f \ucc44\ud305 \uba54\uc2dc\uc9c0\uc640 \uac19\uc740 \uc2e4\uc2dc\uac04 \uacbd\ud5d8\uc744 \uc0ac\ub840 \uad00\ub9ac\uc640 \uac19\uc740 \uc624\ud504\ub77c\uc778 \uc5c5\ubb34\uc640 \ud1b5\ud569\ud569\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uace0\uac1d \uc11c\ube44\uc2a4 \uc0c1\ub2f4\uc0ac\uc758 \uc5c5\ubb34\uac00 \ud55c\uacb0 \uc218\uc6d4\ud574\uc9d1\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

2. \ub2e8\uc77c \ub370\uc2a4\ud06c\ud1b1\uc5d0\uc11c \ud300 \ud1b5\ud569<\/h2>\n

CX \ubc0f \uace0\uac1d \uad00\uacc4 \uad00\ub9ac(CRM) \uc5c5\uacc4\uc5d0\uc11c\ub294 \uc9c0\ub09c \uc218\uc2ed \ub144 \ub3d9\uc548, \ubaa8\ub4e0 \ub370\uc774\ud130\ub97c \ud55c \ud654\uba74\uc5d0 \ud1b5\ud569\ud558\uc5ec \uad00\ub9ac \ubc0f \uc81c\uc5b4\ud560 \uc218 \uc788\ub294 \u2018\ub2e8\uc77c \ud1b5\ud569 \uc778\ud130\ud398\uc774\uc2a4(Single pane of glass)\u2019 \uac1c\ub150\uc744 \ub17c\uc758\ud574 \uc654\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc5ec\uc804\ud788 \ub9ce\uc740 \uae30\uc5c5\uc758 \uc0c1\ub2f4\uc0ac, \uc288\ud37c\ubc14\uc774\uc800, \uc8fc\uc81c \uc804\ubb38\uac00\ub4e4\uc740 \uace0\uac1d\uacfc \uc18c\ud1b5\ud558\uace0 \ubb38\uc81c \ud574\uacb0\uc744 \uc704\ud55c \uc791\uc5c5\uc5d0 \uc11c\ub85c \uc5f0\uacb0\ub418\uc9c0 \uc54a\uc740 \uc5ec\ub7ec \uc560\ud50c\ub9ac\ucf00\uc774\uc158\uc744 \uc0ac\uc6a9\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub294 CX \ud504\ub85c\uc138\uc2a4\uc5d0 \ube44\uc6a9\uc774 \ub9ce\uc774 \ub4dc\ub294 \uc778\uc801 \uc790\uc6d0\uc744 \ub3c4\uc785\ud558\ub294 \uacb0\uacfc\ub97c \ub0b3\uc2b5\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d\uc5d0 \uacf5\uac10\ud558\ub294 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc5d0\uc11c \uc0ac\ub78c\uc740 \uc5ec\uc804\ud788 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ud1b5\ud569\ub418\uc9c0 \uc54a\uc740 \ub370\uc774\ud130, \ucc44\ub110, \uc6cc\ud06c\ud50c\ub85c\uc6b0\ub85c \uc778\ud55c \uac01\uc885 \ubd88\ud3b8\uc744 \uc9c1\uc6d0\uc774 \uc9c1\uc811 \ud5e4\uccd0\ub098\uac00\uba74\uc11c \ud6a8\uacfc\uc801\uc73c\ub85c \uc5c5\ubb34\ub97c \uc218\ud589\ud558\uae30\ub780 \uacb0\ucf54 \uc27d\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04, \uace0\uac1d \ub9cc\uc871\ub3c4, \uc0c1\ub2f4\uc0ac \uc720\uc9c0\uc728 \ub4f1 \ubaa8\ub4e0 \ucee8\ud0dd\uc13c\ud130 KPI\uc5d0 \ubd80\uc815\uc801\uc778 \uc601\ud5a5\uc744 \uc90d\ub2c8\ub2e4.<\/p>\n

\uc2dc\uc2a4\ud15c \ubc0f \ubd80\uc11c\uac00 \uc5f0\uacb0\ub418\uc9c0 \uc54a\uc740 \ucee8\ud0dd\uc13c\ud130\uc758 \uc0c1\ud638\uc791\uc6a9\uacfc Genesys\uc640 ServiceNow\uc758 Unified Experience\ub97c \uc0ac\uc6a9\ud558\ub294 \uacbd\uc6b0\ub97c \uac04\ub2e8\ud788 \ube44\uad50\ud574 \ubcf4\uaca0\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=”560140″ alignment=”center” css=””][vc_single_image image=”560141″ alignment=”center” css=””][vc_single_image image=”560142″ alignment=”center” css=”” el_class=”mb-2″][vc_column_text css=”” el_class=”mb-2″]Genesys\uc640 ServiceNow\uc758 Unified Experience \uc6cc\ud06c\uc2a4\ud398\uc774\uc2a4\ub294 \uc6cc\ud06c\ud3ec\uc2a4 \ud6a8\uc728\uc131\uc744 \ucd5c\ub300\ud654\ud558\uae30 \uc704\ud574 \ub124\uc774\ud2f0\ube0c \uc0c1\ud638\uc791\uc6a9 \uc81c\uc5b4, \uace0\uac1d \ubc0f \uc6b4\uc601 \ub370\uc774\ud130, \uc6cc\ud06c\ud50c\ub85c\uc6b0 \uc790\ub3d9\ud654, AI \uc9c0\uc6d0 \ub4f1\uc744 \ub2e8\uc77c \ud654\uba74\uc5d0\uc11c \uc81c\uacf5\ud569\ub2c8\ub2e4. \uae30\uc874 CTI \uae30\ubc18 \ud1b5\ud569\uacfc \ub2ec\ub9ac, \uc774 \ub124\uc774\ud2f0\ube0c \ubc29\uc2dd\uc5d0\uc11c\ub294 \ub370\uc774\ud130\ub97c \uac00\ub9ac\uace0 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc744 \ubc29\ud574\ud558\ub294 \ud31d\uc5c5\uc774 \uc5c6\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc774 \uc194\ub8e8\uc158\uc740 ServiceNow\uc758 \uc2e4\uc2dc\uac04 \uc6b4\uc601 \ub370\uc774\ud130\uc640 Genesys Cloud\uc758 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \ub370\uc774\ud130\ub97c \uacf5\ud1b5 \ub370\uc774\ud130 \uc18c\uc2a4\ub85c \uc790\ub3d9 \uc9d1\uacc4\ud569\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 AI\ub97c \uac15\ud654\ud558\uace0 \uc2e4\uc2dc\uac04 \uc778\uc0ac\uc774\ud2b8\ub97c \uc81c\uacf5\ud568\uc73c\ub85c\uc368 \uc0c1\ub2f4\uc0ac\uac00 \uc758\ubbf8 \uc788\ub294 \uc131\uacfc\ub97c \uc2e0\uc18d\ud558\uac8c \ub2ec\uc131\ud560 \uc218 \uc788\ub3c4\ub85d \ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=”559820″ alignment=”center” css=”” el_class=”mb-1″][vc_column_text css=””]\ud1b5\ud569 \ub370\uc2a4\ud06c\ud1b1:<\/strong> \uc5ec\ub7ec \uc2dc\uc2a4\ud15c\uc744 \uc77c\uc77c\uc774 \uc624\uac00\uba70 \uc0ac\uc6a9\ud558\ub294 \uac83\uc740 \uc2dc\uac04 \uc18c\ubaa8\uc801\uc774\uba70 \uc5c5\ubb34 \ud6a8\uc728\uc744 \ub5a8\uc5b4\ub728\ub9bd\ub2c8\ub2e4. Genesys Cloud\uc640 \uadf8 \ubc29\ub300\ud55c \uae30\ub2a5\ub4e4\uc744 ServiceNow CSM\uacfc \ud1b5\ud569\ud558\uba74 \uc5c5\ubb34 \uc804\ub2ec \ubc0f \uc2e4\ud589\uc774 \uac04\uc18c\ud654\ub418\uc5b4 \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04\uc774 \ub2e8\ucd95\ub429\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=”” el_class=”mb-2″]<\/p>\n

3. \uc6cc\ud06c\ud3ec\uc2a4 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \ucd5c\uc801\ud654<\/h2>\n

SQM \uadf8\ub8f9 \uc5f0\uad6c<\/a>\uc5d0 \ub530\ub974\uba74, \ucf5c\uc13c\ud130 \uc5c5\uacc4\uc758 \uc0c1\ub2f4\uc0ac \uc774\uc9c1\ub960\uc740 2022\ub144\uc5d0 38%\ub85c \uc99d\uac00\ud588\uc2b5\ub2c8\ub2e4. SQM \uadf8\ub8f9\uc758 \uc124\ub9bd\uc790\uc774\uc790 CEO\uc778 \ub9c8\uc774\ud06c \ub370\uc2a4\ub9c8\ub808\uc774\uc2a4(Mike Desmarais)\ub294 “\uc0c1\ub2f4\uc0ac \uc774\uc9c1\ub960\uc740 \uc5c5\ubb34 \ubc88\uc544\uc6c3, \uacb0\uadfc, \uc6b4\uc601 \ube44\uc6a9 \uc99d\uac00\uc640 \ud568\uaed8, [first call resolution] \uccab \ud1b5\ud654 \ud574\uacb0\ub960(FCR) \ubc0f [customer satisfaction score] \uace0\uac1d\ub9cc\uc871\ub3c4(CSAT) \uc800\ud558\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub54c\ubb38\uc5d0 \ucf5c\uc13c\ud130 \uc774\uc9c1\ub960\uc740 \uac00\uc7a5 \uc911\uc694\ud55c \ud575\uc2ec\uc131\uacfc\uc9c0\ud45c(KPI)\ub85c \uac04\uc8fc\ub418\uc5b4\uc57c \ud569\ub2c8\ub2e4.”\ub77c\uace0 \ub9d0\ud569\ub2c8\ub2e4.<\/p>\n

\uc2e0\uaddc \uc0c1\ub2f4\uc0ac\ub294 \uace0\uac1d \ubb38\uc758\ub97c \uccab \ud1b5\ud654\uc5d0\uc11c \ud574\uacb0\ud558\ub294 \ub370 \uc5b4\ub824\uc6c0\uc744 \uacaa\uc2b5\ub2c8\ub2e4. \ub178\ub828\ud55c \uc0c1\ub2f4\uc0ac\uc870\ucc28\ub3c4 \ucd5c\uace0\uc758 \uc131\uacfc\ub97c \ub0b4\uae30 \uc704\ud574\uc11c\ub294 \ud544\uc218 \ud234\uacfc \ud568\uaed8, \uc804\ubb38\uc131\uc744 \uc9c0\uc18d\uc801\uc73c\ub85c \uac1c\ubc1c\ud574\uc57c \ud569\ub2c8\ub2e4. \uc790\uc2e0\uc758 \uacbd\ub825 \uac1c\ubc1c\uc5d0 \ub300\ud55c \ucc45\uc784\uac10\uacfc \uac00\uce58\ub97c \ub290\ub07c\uc9c0 \ubabb\ud558\uace0 \uc5ed\ub7c9\uc774 \ubd80\uc871\ud55c \uc778\ub825\uc73c\ub85c\ub294 \uace0\uac1d\uc774 \ub9cc\uc871\ud558\ub294 \uacbd\ud5d8\uc744 \uc77c\uad00\ub418\uac8c \uc81c\uacf5\ud560 \uc218 \uc5c6\uc2b5\ub2c8\ub2e4.<\/p>\n

Genesys\uc640 ServiceNow\uc758 Unified Experience\ub85c \uc774\ub7ec\ud55c \uacfc\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc0c1\ub2f4\uc0ac\ub294 \uc131\uacfc, \uc77c\uc815, \uc900\uc218\uc728, \uad50\uc721, \ucf54\uce6d\uc5d0 \ub300\ud55c \ub9de\ucda4\ud615 \ub300\uc2dc\ubcf4\ub4dc\ub97c \ud65c\uc6a9\ud558\uc5ec \ube60\ub974\uac8c \uc628\ubcf4\ub529\ud558\uace0, \uc5c5\ubb34\uc5d0 \uc9d1\uc911\ud558\uba70, \uacbd\ub825 \uac1c\ubc1c\uc744 \uc8fc\ub3c4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uc9c0\uc6d0 \ud300\uc740 \uc801\uc808\ud55c \uc720\ud615\uacfc \uc591\uc758 \uc5c5\ubb34\ub97c \ubc30\uc815\ubc1b\uace0, AI \uc9c0\uc6d0\uacfc \uc6cc\ud06c\ud50c\ub85c\uc6b0 \uc790\ub3d9\ud654\ub97c \ud65c\uc6a9\ud558\uc5ec \ub354 \uc27d\uac8c \uc77c\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uc9c1\uc6d0\uc758 \uc5c5\ubb34 \ub9cc\uc871\ub3c4\uac00 \ub192\uc544\uc9c0\uace0 \uc774\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4 \ud5a5\uc0c1\uc5d0 \uae0d\uc815\uc801\uc778 \uc601\ud5a5\uc744 \ubbf8\uce69\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=”559821″ alignment=”center” css=”” el_class=”mb-1″][vc_column_text css=””]AI \uae30\ubc18 \uacc4\ud68d \uc218\ub9bd \ud234: <\/strong>AI \uae30\ubc18 \ud234\uc740 \uace0\uac1d \uc778\ud130\ub799\uc158 \ubc0f \uac1c\ubcc4 \uc0ac\ub840 \ucc98\ub9ac\ub97c \uc9c1\uc6d0 \ub9ac\uc18c\uc2a4\uc640 \uade0\ud615 \uc788\uac8c \uc870\uc815\ud558\uc5ec \ucee8\ud0dd\uc13c\ud130 \uc810\uc720\uc728\uc744 \ucd5c\uc801\ud654\ud569\ub2c8\ub2e4. \uc2a4\ud0ac \uac1c\ubc1c \ubc0f \uc2e4\uc2dc\uac04 AI \uc9c0\uc6d0\uc744 \uc81c\uacf5\ud558\uace0, \uacb0\uacfc\uc801\uc73c\ub85c \ube44\uc6a9 \ubd80\ub2f4\uc774 \ud070 \uc774\uc9c1\ub960\uc744 \uc904\uc785\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uace0\uac1d\uacfc \uc9c1\uc6d0\uc774 \uae30\ub300\ud558\ub294 \ud1b5\ud569 \uacbd\ud5d8 \uc81c\uacf5<\/h2>\n

\uc5c5\uacc4\uc5d0\uc11c \uc778\uc815\ubc1b\ub294 \uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130(CCaaS)<\/a> \uc120\ub450\uc8fc\uc790\uc778 Genesys\uc758 \uc5ed\ub7c9\uacfc ServiceNow \uace0\uac1d \uc11c\ube44\uc2a4 \uad00\ub9ac(CSM)<\/a>\ub97c \uacb0\ud569\ud558\uc5ec \uace0\uac1d, \uc0c1\ub2f4\uc0ac, \uc9c0\uc6d0 \ud300\uc758 \ubaa8\ub4e0 \uc0c1\ud638\uc791\uc6a9\uc744 \ub354\uc6b1 \ud3b8\ub9ac\ud558\uace0 \uac04\uacb0\ud558\uac8c \ub9cc\ub4e4\uc5b4 \ubcf4\uc138\uc694.<\/p>\n

Genesys\uc640 ServiceNow\uc758 Unified Experience\ub294 \uc0c1\ub2f4\uc0ac\uc640 \ubc31\uc624\ud53c\uc2a4 \ud300, \uc778\uc0ac\uc774\ud2b8, \ud504\ub85c\uc138\uc2a4\ub97c \uc5f0\uacb0\ud558\uc5ec \ubd80\uc11c \uac04 \ud611\uc5c5\uc744 \uac04\uc18c\ud654\ud558\uace0, \ubcf4\ub2e4 \ud6a8\uc728\uc801\uc778 \uace0\uac1d \uc751\ub300\ub97c \uc9c0\uc6d0\ud569\ub2c8\ub2e4. \ub610\ud55c AI\ub97c \uae30\ubc18\uc73c\ub85c \ucc44\ub110 \ubc0f \ubd80\uc11c \uc804\ubc18\uc758 \uc0c1\ud638\uc791\uc6a9\uacfc \uc5c5\ubb34 \ub77c\uc6b0\ud305\uc744 \uc911\uc559 \uc9d1\uc911\ud654\ud558\uace0, \uace0\uac1d \uc11c\ube44\uc2a4 \ud300\uacfc \uadf8\ub4e4\uc758 \uc5c5\ubb34\ub97c \ub2e8\uc77c \ub370\uc2a4\ud06c\ud1b1\uc73c\ub85c \ud1b5\ud569\ud558\uba70, \uc6cc\ud06c\ud3ec\uc2a4 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\ub97c \ucd5c\uc801\ud654\ud569\ub2c8\ub2e4.<\/p>\n

\ub9de\ucda4\ud615 CX \uae30\uc220 \uc2a4\ud0dd\uc744 \ub2e8\uc77c \ud134\ud0a4 \uc194\ub8e8\uc158\uc73c\ub85c \ud1b5\ud569\ud558\uba74 \uc18c\ud504\ud2b8\uc6e8\uc5b4 \ud234\uc758 \uac00\uc9d3\uc218\ub97c \uc904\uc774\uace0, \uc18c\ud504\ud2b8\uc6e8\uc5b4 \uac1c\ubc1c \ubc0f \uc720\uc9c0\ubcf4\uc218\uc640 \uad00\ub828\ub41c \ube44\uc6a9\ub3c4 \uc808\uac10\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc774 \ub370\ubaa8\ub97c \uc2dc\uccad\ud574 \ubcf4\uc138\uc694.<\/a> Genesys\uc640 ServiceNow\uc758 Unified Experience\uac00 \uc6cc\ud06c\ud3ec\uc2a4\uc758 \uc0dd\uc0b0\uc131\uc744 \ub192\uc774\uace0, \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \ud5a5\uc0c1\ud558\uace0, \ucd1d \uc18c\uc720 \ube44\uc6a9(TCO)\uc744 \uc808\uac10\ud558\ub294 \ub370 \uc5b4\ub5bb\uac8c \ub3c4\uc6c0\uc774 \ub418\ub294\uc9c0 \uc0b4\ud3b4\ubcf4\uc2e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text css=””]\ucee8\ud0dd\uc13c\ud130\ub294 \ud55c\uc5c6\uc774 \uae30\uc900\uc744 \ub192\uc5ec\uac00\ub294 \uace0\uac1d \ub208\ub192\uc774\uc5d0 \ubd80\uc751\ud574\uc57c \ud569\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc704\ud574 \uc5bc\ub9c8\ub098 \ub9ce\uc740 \uc9c1\uc6d0, \uc5bc\ub9c8\ub098 \ub9ce\uc740 \ucc44\ub110, \uc5bc\ub9c8\ub098 \ub9ce\uc740 \ubd80\uc11c\uac00 \uad00\uc5ec\ud558\ub4e0, \uace0\uac1d\uc774 \uc6d0\ud558\ub294 \uac83\uc740 \uc6d0\ud65c\ud55c \uc11c\ube44\uc2a4 \uc5ec\uc815\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uae30\ub300\uac00 \ucda9\uc871\ub418\uc9c0 \uc54a\uc73c\uba74 \uacbd\uc7c1\uc0ac\ub85c \ube60\ub974\uac8c \uc62e\uaca8\uac08 \uac83\uc785\ub2c8\ub2e4. \uc2e4\uc81c\ub85c, “\uace0\uac1d \uacbd\ud5d8 \ud604\ud669” \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74 \uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c \uace0\uac1d\uc758 \uc808\ubc18 \uc774\uc0c1\uc774 2~5\ubc88\uc758 \ubd80\uc815\uc801\uc778 \uc0c1\ud638\uc791\uc6a9 \ud6c4\uc5d0\ub294 \ud574\ub2f9 \ube0c\ub79c\ub4dc\ub97c \ub5a0\ub0a0 […]<\/p>\n","protected":false},"author":945,"featured_media":560138,"template":"","tax_priority":[54],"tax_blogtype":[17747],"tax_blogcategory":[16027,15953,15696],"tax_contenttheme":[14872],"tax_bundle":[],"tax_contenttheme2":[16158],"tax_capability_sitewide":[18485],"tax_products_programs":[17547],"tax_buying_job":[16669],"tax_buyer_persona":[16914,16895],"tax_sector":[],"tax_segment":[17133,17085,17120],"class_list":["post-614747","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ko-kr","tax_blogcategory-ecosystem-ko-kr","tax_blogcategory-announcements-ko-kr","tax_blogcategory-15696","tax_contenttheme-improve-customer-experience-ko-kr","tax_contenttheme2-improve-employee-experience-ko-kr","tax_capability_sitewide-18485","tax_products_programs-genesys-cloud-cx-ko-kr","tax_buying_job-job-2-solution-exploration-ko-kr","tax_buyer_persona-technical-ko-kr","tax_buyer_persona-business-ko-kr","tax_segment-smb-ko-kr","tax_segment-enterprise-ko-kr","tax_segment-midsized-ko-kr","tax_content_type-blog-ko-kr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/614747","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\/945"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/614747\/revisions"}],"predecessor-version":[{"id":618958,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/614747\/revisions\/618958"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/560138"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=614747"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=614747"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogtype?post=614747"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogcategory?post=614747"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=614747"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=614747"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=614747"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=614747"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=614747"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=614747"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=614747"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=614747"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=614747"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}