{"id":631566,"date":"2024-09-10T07:06:54","date_gmt":"2024-09-10T14:06:54","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/cx-cloud-from-genesys-and-salesforce-leveraging-ai-to-improve-the-customer-experience"},"modified":"2026-07-10T02:01:58","modified_gmt":"2026-07-10T09:01:58","slug":"cx-cloud-from-genesys-and-salesforce-leveraging-ai-to-improve-the-customer-experience","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/ko-kr\/resources\/cx-cloud-from-genesys-and-salesforce-leveraging-ai-to-improve-the-customer-experience","title":{"rendered":"Genesys\uc640 Salesforce\uc758 CX Cloud: AI\ub97c \ud65c\uc6a9\ud55c \uace0\uac1d \uacbd\ud5d8 \uac1c\uc120"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"resource-type text-16 font-weight-bold\">Genesys\uc640 Salesforce\uc758 CX Cloud:<\/p>\n<h1>AI\ub97c \ud65c\uc6a9\ud55c \uace0\uac1d \uacbd\ud5d8 \uac1c\uc120<\/h1>\n<p class=\"subtitle \">\uc5d4\ub4dc \ud22c \uc5d4\ub4dc \uace0\uac1d \uacbd\ud5d8\uc744 \uc2e4\ud604\ud558\uae30 \uc704\ud574\uc11c\ub294 \uae30\ubcf8\uc801\uc778 \uc218\uc900\uc758 \uc2dc\uc2a4\ud15c \uc5f0\ub3d9\uc744 \ub118\uc5b4 CRM, CCaaS, WEM\uc744 \ud558\ub098\ub85c \uc544\uc6b0\ub974\ub294 \ud1b5\ud569\uc801 \uc811\uadfc\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]\uacbd\ud5d8 \uacbd\uc81c \uc2dc\ub300\uc5d0\uc11c \uae30\uc5c5\uc740 CX \uc804\ubc18\uc758 \ubaa8\ub4e0 \uc601\uc5ed\uc5d0\uc11c \ub3c4\uc804\uc5d0 \uc9c1\uba74\ud574 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc774 \uc120\ud638\ud558\ub294 \ucc44\ub110\uc740 \ub04a\uc784\uc5c6\uc774 \ubcc0\ud654\ud558\uace0, \uace0\uac1d \uc11c\ube44\uc2a4 \ud300\uc5d0 \ub300\ud55c \uae30\ub300\ub294 \uadf8 \uc5b4\ub290 \ub54c\ubcf4\ub2e4 \ub192\uc544\uc84c\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ud30c\ud3b8\ud654\ub41c \uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130(CCaaS), \uace0\uac1d \uad00\uacc4\uad00\ub9ac \uc2dc\uc2a4\ud15c(CRM), \uc6cc\ud06c\ud3ec\uc2a4 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \uad00\ub9ac(WEM) \uc194\ub8e8\uc158\uc73c\ub85c\ub294 \uac1c\uc778 \ub9de\ucda4\ud615 \uc11c\ube44\uc2a4\ub97c \uc628\uc804\ud558\uac8c \uc81c\uacf5\ud558\uae30 \uc5b4\ub835\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uacbd\uc7c1\ub825\uc744 \uc720\uc9c0\ud558\uace0 CX\ub97c \ud1b5\ud574 \ucc28\ubcc4\ud654\ub97c \uc774\ub8e8\ub824\uba74 CRM, CCaaS, WEM, \uadf8\ub9ac\uace0 \uc778\uacf5\uc9c0\ub2a5(AI)\uc5d0 \ub300\ud574 \ud1b5\ud569\uc801\uc73c\ub85c \uc811\uadfc\ud574\uc57c \ud569\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \ud6a8\uc728\uc131\uc744 \uac1c\uc120\ud558\uace0, \ub370\uc774\ud130\ub97c \uc5f0\uacb0\ud558\uc5ec AI \ubaa8\ub378\uc744 \uac15\ud654\ud558\uba70, \uc804\ubc18\uc801\uc778 \ucee8\ud0dd\uc13c\ud130 \uc6b4\uc601 \ube44\uc6a9\uc744 \uc808\uac10\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc9c0\uae08 \ubcf4\uace0\uc11c\ub97c \ub2e4\uc6b4\ub85c\ub4dc\ud558\uc5ec \ud575\uc2ec \ucee8\ud0dd\uc13c\ud130 \uc2dc\uc2a4\ud15c\uc5d0 \ub300\ud55c \uc885\ud569\uc801\uc778 \uc811\uadfc \ubc29\uc2dd\uc744 \uad6c\ud604\ud558\ub294 \ubc29\ubc95\uc744 \uc54c\uc544\ubcf4\uc138\uc694. \ub2e4\uc74c\uacfc \uac19\uc740 \uc778\uc0ac\uc774\ud2b8\ub3c4 \ud568\uaed8\ud569\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\ucee8\ud0dd\uc13c\ud130\uc758 \uc8fc\uc694 \uacfc\uc81c \ud574\uacb0\uc744 \ud1b5\ud55c \ud6a8\uc728\uc131 \uc99d\ub300<\/li>\n<li>\uae30\uc220 \uc2a4\ud0dd \ud1b5\ud569\uc73c\ub85c \ube44\uc6a9 \uc808\uac10 \ubc0f \uace0\uac1d \ub9cc\uc871\ub3c4 \ud5a5\uc0c1<\/li>\n<li>\uace0\uac1d \ub370\uc774\ud130 \uc5f0\uacb0\ub85c AI \uae30\ubc18 \uc5ec\uc815 \uad6c\ud604<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_advanced gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init noknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">\ubcf8\uc778\uc774 \uc544\ub2c8\uc138\uc694?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7014X000003AfQpQAK\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/resources\/631566?thankyou=631566&page_type=resources&page_attr=White%20paper\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/resources\/631566\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"ko-kr\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/resources\/631566\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"631566\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"\uc774\uba54\uc77c \uc8fc\uc18c\" placeholder=\"\uc774\uba54\uc77c \uc8fc\uc18c\">\n        <label for=\"fe192\">\uc774\uba54\uc77c \uc8fc\uc18c<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"\uc774\ub984\">\n        <label for=\"fe190\">\uc774\ub984<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"\uc131\">\n        <label for=\"fe191\">\uc131<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"\ud734\ub300\ud3f0 \ubc88\ud638\">\n        <label for=\"fe215\">\ud734\ub300\ud3f0 \ubc88\ud638<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">\uc784\uc6d0<\/option><option value=\"VP\">\uace0\uc704 \uacbd\uc601\uc9c4<\/option><option value=\"Director\">\uc784\uc6d0\uae09 \uad00\ub9ac\uc790<\/option><option value=\"Manager\">\uc911\uac04 \uad00\ub9ac\uc790<\/option><option value=\"Principal\">\uc2e4\ubb34\uc790<\/option><option value=\"Engineer \/ Architect\">\uc5d4\uc9c0\ub2c8\uc5b4<\/option><option value=\"Consultant\">\ucee8\uc124\ud134\ud2b8<\/option><option value=\"Analyst\">\uc560\ub110\ub9ac\uc2a4\ud2b8<\/option><option value=\"Partner\">\ud611\ub825\uc0ac \ub2f4\ub2f9\uc790<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">\uc9c1\ubb34<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n      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value=\"IT Infrastructure\">IT \uc778\ud504\ub77c<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">\ub9c8\ucf00\ud305<\/option><option value=\"Operations \/ Process Management\">\uc6b4\uc601\/\ud504\ub85c\uc138\uc2a4 \uad00\ub9ac<\/option><option value=\"Production Management\">\uc0dd\uc0b0 \uad00\ub9ac<\/option><option value=\"Purchasing\">\uad6c\ub9e4<\/option><option value=\"Sales\">\uc601\uc5c5<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">\uc5c5\ubb34 \uc601\uc5ed<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"\ud68c\uc0ac\uba85\">\n        <label for=\"fe193\">\ud68c\uc0ac\uba85<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">\uc2dc\/\ub3c4<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"\ud68c\uc0ac \uc6f9\uc0ac\uc774\ud2b8 \uc8fc\uc18c\">\n        <label for=\"fe801\">\ud68c\uc0ac \uc6f9\uc0ac\uc774\ud2b8 \uc8fc\uc18c<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"\uc9c1\uae09\">\n        <label for=\"fe220\">\uc9c1\uae09<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">\ubc45\ud0b9<\/option><option value=\"Business Services\">\ube44\uc988\ub2c8\uc2a4 \uc11c\ube44\uc2a4(BPO)<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">\uc5d4\ud130\ud14c\uc778\uba3c\ud2b8<\/option><option value=\"Government\">\uc815\ubd80 \uae30\uad00<\/option><option value=\"Insurance\">\ubcf4\ud5d8<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">\uae30\uc220<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">\uae30\ud0c0<\/option>\n        <\/select>\n        <label for=\"fe221\">\uc0b0\uc5c5<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">\ub2e8\uc21c \ub9ac\uc11c\uce58<\/option><option value=\"Gathering business requirements\">\ube44\uc988\ub2c8\uc2a4 \uc694\uad6c \uc0ac\ud56d \uc218\uc9d1<\/option><option value=\"Comparing solutions\">\uc194\ub8e8\uc158 \ube44\uad50<\/option><option value=\"Ready for a conversation\">Genesys \ub2f4\ub2f9\uc790\uc640 \ub300\ud654<\/option>\n        <\/select>\n        <label for=\"fe222\">\uad00\uc2ec\uc815\ub3c4<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1 - 20\uc11d<\/option><option value=\"21-50\">21 - 50\uc11d<\/option><option value=\"51-100\">51 - 100\uc11d<\/option><option value=\"101-300\">101 - 300\uc11d<\/option><option value=\"301-500\">301 - 500\uc11d<\/option><option value=\"501-1000\">501 - 1000\uc11d<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">\ucee8\ud0dd\uc13c\ud130 \uc5c6\uc74c<\/option><option value=\"Don't Know\">\ubaa8\ub984<\/option>\n        <\/select>\n        <label for=\"fe225\">\uc0c1\ub2f4\uc11d \uc218<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-row el_field form-floating\"><input type=\"hidden\" name=\"reusableField01Label\" id=\"fe460\" value=\"\uc9c1\uc6d0 \uc218\"><input type=\"text\" class=\"form-control el_field elq-item-input required\" name=\"reusableField01Value\" id=\"fe461\" value=\"\" aria-label=\"\uc9c1\uc6d0 \uc218\" placeholder=\"\uc9c1\uc6d0 \uc218\"><label for=\"fe461\">\uc9c1\uc6d0 \uc218<span class=\"required-asterisk\">*<\/span><\/label><\/div><div class=\"single-checkbox-row form-row white-box not-required \" data-value=\"\"><input type=\"hidden\" name=\"reusableField02Label\" id=\"fe462\" value=\"\uc774\uba54\uc77c\ub85c \uc81c\uacf5\ub418\ub294 \ubcf4\uace0\uc11c, \uc544\ud2f0\ud074 \ubc0f \uc774\ubca4\ud2b8 \ucd08\ub300\uc7a5\uc744 \uc218\uc2e0\ud558\ub294 \ub370 \ub3d9\uc758\ud569\ub2c8\ub2e4. \uc774\uba54\uc77c\uc5d0 \ud3ec\ud568\ub41c \ub9c1\ud06c\ub97c \ud074\ub9ad\ud558\uc5ec \uc5b8\uc81c\ub4e0\uc9c0 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