{"id":628457,"date":"2025-05-13T09:35:41","date_gmt":"2025-05-13T16:35:41","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/unifying-the-front-and-back-office-to-transform-service-delivery"},"modified":"2026-06-09T16:44:33","modified_gmt":"2026-06-09T23:44:33","slug":"unifying-the-front-and-back-office-to-transform-service-delivery","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/ko-kr\/webinars\/unifying-the-front-and-back-office-to-transform-service-delivery","title":{"rendered":"\ud504\ub860\ud2b8 \uc624\ud53c\uc2a4\uc640 \ubc31 \uc624\ud53c\uc2a4 \ud1b5\ud569\uc73c\ub85c \uc11c\ube44\uc2a4 \uc81c\uacf5 \ud601\uc2e0"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;]<\/p>\n<p class=\"pre_h1\">\uc628\ub514\ub9e8\ub4dc \uc6e8\ube44\ub098<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1748360069866{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1 class=\"h2\">\uc0ac\uc77c\ub85c\uc5d0\uc11c \uc2dc\ub108\uc9c0\ub85c: \ud504\ub860\ud2b8 \uc624\ud53c\uc2a4\uc640 \ubc31 \uc624\ud53c\uc2a4 \ud1b5\ud569\uc73c\ub85c \uc11c\ube44\uc2a4 \uc81c\uacf5 \ud601\uc2e0<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]ServiceNow, McGee-Smith Analytics, Stefanini, Genesys\uac00 \uc804\ud558\ub294 \uc11c\ube44\uc2a4 \uc81c\uacf5 \ubc29\uc2dd \ud601\uc2e0, \ud504\ub860\ud2b8 \ubc0f \ubc31 \uc624\ud53c\uc2a4 \ud1b5\ud569 \uc6b4\uc601\uc758 \uc774\uc810, AI \uae30\ubc18 \uc790\ub3d9\ud654\uc758 \uc5ed\ud560 \ub4f1\uc5d0 \ub300\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \ud655\uc778\ud574 \ubcf4\uc138\uc694.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ 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 webinarform yesknown 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=\"701Ht000001CT4lIAG\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/webinars\/628457?thankyou=628457&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/webinars\/628457\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><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\/webinars\/628457\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"628457\">\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        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">\uccad\uad6c<\/option><option value=\"Collections\">\uc218\uae08<\/option><option value=\"Contact Center Management\">\ucee8\ud0dd\uc13c\ud130 \uad00\ub9ac<\/option><option value=\"Customer Experience\">\uace0\uac1d \uacbd\ud5d8<\/option><option value=\"Customer Service\">\uace0\uac1d \uc11c\ube44\uc2a4<\/option><option value=\"Ecommerce\/Digital Channels\">\uc804\uc790 \uc0c1\uac70\ub798\/\ub514\uc9c0\ud138 \ucc44\ub110<\/option><option value=\"Finance\">\uc7ac\ubb34<\/option><option value=\"Human Resources\">\uc778\uc0ac<\/option><option value=\"Influencer\">\uc778\ud50c\ub8e8\uc5b8\uc11c<\/option><option value=\"Information Technology\">\uc815\ubcf4 \uae30\uc220<\/option><option value=\"IT Architecture\">IT \uc544\ud0a4\ud14d\ucc98<\/option><option 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  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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-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">\ub124. Genesys \uc815\ubcf4\ub97c \uc774\uba54\uc77c \ub610\ub294 \uc804\ud654\ub97c \ud1b5\ud574 \uc81c\uacf5 \ubc1b\uaca0\uc2b5\ub2c8\ub2e4.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">\uc81c\ub124\uc2dc\uc2a4\ucf54\ub9ac\uc544\ub85c\ubd80\ud130 \uc5f0\ub77d\ubc1b\uae30\ub97c \uc6d0\ud569\ub2c8\ub2e4.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"\uc9c0\uae08 \uc2dc\uccad\ud558\uae30\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"\uc9c0\uae08 \uc2dc\uccad\ud558\uae30\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]\uace0\uac1d\uc740 \ubaa8\ub4e0 \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \ube60\ub974\uace0 \uc77c\uad00\ub418\uba70 \uc6d0\ud65c\ud55c \uacbd\ud5d8\uc744 \uae30\ub300\ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ub2e8\uc808\ub41c \ud504\ub860\ud2b8 \ubc0f \ubc31\uc624\ud53c\uc2a4 \uc2dc\uc2a4\ud15c\uc740 \ubd80\uc11c \uac04 \uc815\ubcf4 \ub2e8\uc808\uc744 \uc720\ubc1c\ud569\ub2c8\ub2e4. \uc774\ub294 \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \ub5a8\uc5b4\ub728\ub9b4 \ubfd0 \uc544\ub2c8\ub77c, \uace0\uac1d\uc758 \ubd88\ub9cc\uacfc \uc774\ud0c8, \ube44\uc6a9\uc758 \ube44\ud6a8\uc728\uc131\uc73c\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \u201c\uace0\uac1d \uacbd\ud5d8 \ud604\ud669(The State of Customer Experience)\u201d \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74, \uc124\ubb38 \uc870\uc0ac\uc5d0 \uc751\ud55c \uc18c\ube44\uc790\uc758 30%\uac00 \uc9c0\ub09c\ud574 \uc88b\uc9c0 \uc54a\uc740 \uacbd\ud5d8\uc73c\ub85c \uc778\ud574 \ud574\ub2f9 \ud68c\uc0ac\uc640 \uac70\ub798\ub97c \uc911\ub2e8\ud55c \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4.<\/p>\n<p>Sheila McGee-Smith, Genesys, ServiceNow\uc758 \ub9ac\ub354\ub4e4\uc774 \ud568\uaed8\ud558\ub294 \uc774\ubc88 \uc6e8\ube44\ub098\uc5d0\uc11c\ub294 \ud504\ub860\ud2b8 \uc624\ud53c\uc2a4\uc640 \ubc31\uc624\ud53c\uc2a4\uc758 \ud1b5\ud569\uc774 \uc5b4\ub5bb\uac8c \uc11c\ube44\uc2a4 \uc6b4\uc601\uc744 \ud601\uc2e0\ud558\ub294\uc9c0 \uc54c\uc544\ubd05\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uace0\uac1d \ucda9\uc131\ub3c4\uc640 \uc0c1\ub2f4\uc0ac \ud6a8\uc728\uc131\uc744 \ub192\uc774\uace0, \ubb38\uc81c \ud574\uacb0 \uc2dc\uac04\uc744 \ub2e8\ucd95\ud558\ub294 \ubc29\ubc95\ub3c4 \uc0b4\ud3b4\ubd05\ub2c8\ub2e4.<\/p>\n<p>\uc774 \uc138\uc158\uc5d0\uc11c\ub294 \uae00\ub85c\ubc8c IT \uc11c\ube44\uc2a4 \ub9ac\ub354\uc778 <strong>Stefanini\uac00 Genesys\uc640 ServiceNow\uc758 \uae30\uc220\ub825\uc744 \ud65c\uc6a9\ud558\uc5ec \uc11c\ube44\uc2a4 \uc81c\uacf5 \ubc29\uc2dd\uacfc \uc0c1\ub2f4\uc0ac \uacbd\ud5d8\uc744 \ud601\uc2e0\ud55c \ubc29\ubc95<\/strong>\uc5d0 \ub300\ud574\uc11c\ub3c4 \uc54c\uc544\ubcfc \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">\uc138\uc158\uc758 \ud575\uc2ec \uc778\uc0ac\uc774\ud2b8:<\/h3>\n<ul>\n<li>\uc11c\ube44\uc2a4 \uc81c\uacf5\uc744 \uc7ac\uc815\uc758\ud558\ub294 \ud2b8\ub80c\ub4dc, AI \ubc0f \uc790\ub3d9\ud654\uc758 \uc5ed\ud560<\/li>\n<li>\ud1b5\ud569\ub41c \uc11c\ube44\uc2a4 \uacbd\ud5d8\uc774 \uace0\uac1d \ucda9\uc131\ub3c4\uc640 \uc6b4\uc601 \ubbfc\ucca9\uc131\uc744 \ub192\uc774\ub294 \ubc29\ubc95<\/li>\n<li>Stefanini\uac00 Genesys\uc640 ServiceNow\ub97c \ud1b5\ud574 \ud0c1\uc6d4\ud55c \uc11c\ube44\uc2a4\ub97c \uc2e4\ud604\ud558\uace0 \uc9c1\uc6d0\uc758 \uc0dd\uc0b0\uc131\uc744 \ud5a5\uc0c1\uc2dc\ud0a8 \ubc29\ubc95<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">\ubc1c\ud45c\uc790 \uc18c\uac1c<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221; el_class=&#8221;justify-content-center&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Sheila-McGee-Smith.png\" alt=\"Sheila McGee-Smith\" ><\/div><div class=\"details\"><p class=\"name h5\">Sheila McGee-Smith<\/p><p class=\"info\">President and Principal Analyst, McGee-Smith Analytics<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Brian-Spencer.png\" alt=\"Brian Spencer\" ><\/div><div class=\"details\"><p class=\"name h5\">Brian Spencer<\/p><p class=\"info\">Sr. Director, Product Management, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Ian-Henderson.png\" alt=\"Ian Henderson\" ><\/div><div class=\"details\"><p class=\"name h5\">Ian Henderson<\/p><p class=\"info\">Sr. Director, Product Management, ServiceNow<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Andy-Lindsay.png\" alt=\"Andrew Lindsay\" ><\/div><div class=\"details\"><p class=\"name h5\">Andrew Lindsay<\/p><p class=\"info\">UC Engineering Manager, Stefanini<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;] \uc628\ub514\ub9e8\ub4dc \uc6e8\ube44\ub098 [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1748360069866{margin-bottom: 20px !important;}&#8221;] \uc0ac\uc77c\ub85c\uc5d0\uc11c \uc2dc\ub108\uc9c0\ub85c: \ud504\ub860\ud2b8 \uc624\ud53c\uc2a4\uc640 \ubc31 \uc624\ud53c\uc2a4 \ud1b5\ud569\uc73c\ub85c \uc11c\ube44\uc2a4 \uc81c\uacf5 \ud601\uc2e0 [\/vc_column_text][vc_column_text css=&#8221;&#8221;]ServiceNow, McGee-Smith Analytics, Stefanini, Genesys\uac00 \uc804\ud558\ub294 \uc11c\ube44\uc2a4 \uc81c\uacf5 \ubc29\uc2dd \ud601\uc2e0, \ud504\ub860\ud2b8 \ubc0f \ubc31 \uc624\ud53c\uc2a4 \ud1b5\ud569 \uc6b4\uc601\uc758 \uc774\uc810, AI \uae30\ubc18 \uc790\ub3d9\ud654\uc758 \uc5ed\ud560 \ub4f1\uc5d0 \ub300\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \ud655\uc778\ud574 \ubcf4\uc138\uc694.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column [&hellip;]<\/p>\n","protected":false},"author":596,"featured_media":570383,"template":"","tax_priority":[54],"tax_contenttheme":[14872,14874],"tax_bundle":[],"tax_contenttheme2":[16134,16194],"tax_capability_sitewide":[16203,16392,18485],"tax_products_programs":[17547],"tax_buying_job":[16721,16669],"tax_buyer_persona":[16914,16895],"tax_sector":[16963,18532,17009,17069,16927,17035],"tax_segment":[17085,17120],"class_list":["post-628457","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-improve-customer-experience-ko-kr","tax_contenttheme-level-up-your-technology-ko-kr","tax_contenttheme2-improve-customer-experience-ko-kr","tax_contenttheme2-level-up-your-technology-ko-kr","tax_capability_sitewide-ai-and-automation-ko-kr","tax_capability_sitewide-unified-communications-ko-kr","tax_capability_sitewide-18485","tax_products_programs-genesys-cloud-cx-ko-kr","tax_buying_job-job-4-supplier-selection-ko-kr","tax_buying_job-job-2-solution-exploration-ko-kr","tax_buyer_persona-technical-ko-kr","tax_buyer_persona-business-ko-kr","tax_sector-healthcare-ko-kr","tax_sector-industrial-ko-kr","tax_sector-public-ko-kr","tax_sector-technology-ko-kr","tax_sector-financial-ko-kr","tax_sector-retail-ko-kr","tax_segment-enterprise-ko-kr","tax_segment-midsized-ko-kr","tax_content_type-video-ko-kr"],"acf":{"meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","is_on_demand":true,"item_nav_hide":"no","utm_pass":false,"asset_expiration":"","disable_chat":false,"w_tycontent":"","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"title_align":"left","ns_title":"","ns_subtitle":"","get_started_config":"default","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/qhCB066t_4k?si=mpJoGpH137YEhqH1\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>","is_zoom":false,"resource_next_steps":[{"ID":559491,"post_author":"596","post_date":"2025-03-11 09:46:15","post_date_gmt":"2025-03-11 16:46:15","post_content":"","post_title":"Unified Experience from Genesys and ServiceNow Demo","post_excerpt":"See how Genesys Cloud workforce engagement management capabilities can revolutionize the employee experience and boost your revenue. Watch the demo now.","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"unified-experience-from-genesys-and-servicenow-demo","to_ping":"","pinged":"","post_modified":"2025-03-25 09:23:56","post_modified_gmt":"2025-03-25 16:23:56","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=559491","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":614747,"post_author":"945","post_date":"2025-03-12 06:01:03","post_date_gmt":"2025-03-12 13:01:03","post_content":"[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, \"<a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">\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.\r\n\r\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.\r\n\r\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.\r\n\r\n2024\ub144, Genesys\ub294 <a href=\"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/genesys-and-servicenow-the-power-of-a-unified-experience\" target=\"_blank\" rel=\"noopener\">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.\r\n\r\nGenesys\uc640 ServiceNow\uc758 \ud1b5\ud569 \uc194\ub8e8\uc158\uc778 \u2018Unified Experience(\ud1b5\ud569 \uacbd\ud5d8)\u2019\uac00 \ub4dc\ub514\uc5b4 <a href=\"https:\/\/store.servicenow.com\/sn_appstore_store.do#!\/store\/application\/8b85538193da1a501dd6b0f97bba1063\" target=\"_blank\" rel=\"noopener\">ServiceNow Store<\/a>\uc640 <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/277fe408-8253-44d5-8fb0-9657b03a66ea\" target=\"_blank\" rel=\"noopener\">AppFoundry<sup>\u00ae<\/sup> Marketplace<\/a>\uc5d0 \ucd9c\uc2dc\ub418\uc5c8\uc2b5\ub2c8\ub2e4.\r\n\r\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=\"\"]\r\n<h2>1. \uc778\ud130\ub799\uc158 \ubc0f \uc5c5\ubb34 \ub77c\uc6b0\ud305 \uc911\uc559\ud654<\/h2>\r\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.\r\n\r\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.\r\n\r\nGenesys\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<sup>\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=\"\"]\r\n<h2>2. \ub2e8\uc77c \ub370\uc2a4\ud06c\ud1b1\uc5d0\uc11c \ud300 \ud1b5\ud569<\/h2>\r\nCX \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.\r\n\r\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.\r\n\r\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.\r\n\r\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=\"\"]<strong>\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\"]\r\n<h2>3. \uc6cc\ud06c\ud3ec\uc2a4 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \ucd5c\uc801\ud654<\/h2>\r\n<a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/call-center-attrition-rate\" target=\"_blank\" rel=\"noopener\">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.\r\n\r\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.\r\n\r\nGenesys\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=\"\"]<strong>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=\"\"]\r\n<h2>\uace0\uac1d\uacfc \uc9c1\uc6d0\uc774 \uae30\ub300\ud558\ub294 \ud1b5\ud569 \uacbd\ud5d8 \uc81c\uacf5<\/h2>\r\n\uc5c5\uacc4\uc5d0\uc11c \uc778\uc815\ubc1b\ub294 <a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\" target=\"_blank\" rel=\"noopener\">\uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130(CCaaS)<\/a> \uc120\ub450\uc8fc\uc790\uc778 Genesys\uc758 \uc5ed\ub7c9\uacfc <a href=\"https:\/\/www.servicenow.com\/products\/customer-service-management.html?campid=59954&amp;cid=p:csm:dg:b:rmkt:exa:goog_ams_all_en_CSMT_rlsa_Brand:ams:all&amp;s_kwcid=AL!11692!3!516041570133!e!!g!!servicenow%20csm&amp;ds_c=GOOG_AMS_ALL_EN_DEMANDGEN_CSMT_RLSA_Brand_EXA_Top-RES&amp;cmcid=71700000082524423&amp;ds_ag=ServiceNow+CSM_EXA&amp;cmpid=58700006975377905&amp;ds_kids=p62820227427&amp;gad_source=1&amp;gclid=Cj0KCQiA-5a9BhCBARIsACwMkJ4cg81qeNB8TM-rzE3D5cNFw-VuqqA0zHQdNyCM6-INWmPAJtYY5IQaAqYGEALw_wcB&amp;gclsrc=aw.ds\" target=\"_blank\" rel=\"noopener\">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.\r\n\r\nGenesys\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.\r\n\r\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.\r\n\r\n<a href=\"https:\/\/www.genesys.com\/resources\/unified-experience-from-genesys-and-servicenow-demo?ost_tool=blog&ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\">\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]","post_title":"\ud1b5\ud569 \uacbd\ud5d8 \uc81c\uacf5\uc758 3\uac00\uc9c0 \ud575\uc2ec \uc694\uc18c: Genesys\uc640 ServiceNow \ud65c\uc6a9","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","to_ping":"","pinged":"","post_modified":"2026-03-12 10:12:14","post_modified_gmt":"2026-03-12 17:12:14","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":557345,"post_author":"738","post_date":"2025-03-11 09:45:54","post_date_gmt":"2025-03-11 16:45:54","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%5D\"][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h1>Unified Experience from Genesys and ServiceNow product overview<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F11b91a5de45254ea%2Foriginal%2FUnified-Experience-from-Genesys-and-ServiceNow.pdf|title:Get%20the%20overview|target:_blank\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"top\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h3>Human middleware is a leading cause of poor CX<\/h3>\r\nConsumers think of your brand as a single entity, not a collection of disparate functions. They expect seamless service journeys, no matter how many departments are involved. Yet, many organizations still rely on multiple systems to route interactions across channels and agents to navigate numerous applications to get work done or assign tasks to middle- and back-office teams. Human middleware ties these manual processes and siloed technologies together, leading to frustrating and time-consuming experiences for both your customers and employees.\r\n<h3>Deliver the unified experience your customers expect<\/h3>\r\nUnified Experience from Genesys and ServiceNow simplifies cross-department collaboration by connecting agents with back-office teams, insights and processes to orchestrate more efficient engagements. Bring together customer service teams and their work onto a single desktop; centralize interaction and work routing across channels and departments; and optimize workforce engagement and customer journeys \u2014 all powered by artificial intelligence (AI). Lower software, development and maintenance costs by consolidating your bespoke customer experience (CX) tech stack into a single, turnkey offering.[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F11b91a5de45254ea%2Foriginal%2FUnified-Experience-from-Genesys-and-ServiceNow.pdf|title:Get%20the%20overview|target:_blank\"][vc_column_text el_class=\"mt-2\"][\/vc_column_text][\/vc_column][vc_column width=\"5\/12\"][component_card card_header=\"enabled\" background_color=\"bgc-white\" card_header_type=\"html\" card_header_html=\"JTNDaDMlMjBjbGFzcyUzRCUyMm1iLTAlMjIlM0UlM0NpJTIwY2xhc3MlM0QlMjJmYWslMjBmYS1nZW4tc3RhciUyMHRleHQtd2hpdGVpY29uLXNpemUtcmVndWxhciUyMiUyMGFyaWEtaGlkZGVuJTNEJTIydHJ1ZSUyMiUzRSUzQyUyRmklM0UlMjBCZW5lZml0cyUzQyUyRmgzJTNF\"]\r\n<ul class=\"text-24\">\r\n \t<li>Lower software, development and maintenance costs<\/li>\r\n \t<li>Eliminate application switching<\/li>\r\n \t<li>Maximize workforce productivity<\/li>\r\n \t<li>Boost customer loyalty and satisfaction<\/li>\r\n \t<li>Optimize agent occupancy and limit turnover<\/li>\r\n<\/ul>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][related_posts][\/vc_column][\/vc_row][\/vc_section]","post_title":"Unified Experience from Genesys and ServiceNow product overview","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"unified-experience-from-genesys-and-servicenow","to_ping":"","pinged":"","post_modified":"2025-03-27 10:55:06","post_modified_gmt":"2025-03-27 17:55:06","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=557345","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"custom_canonical_url":"","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"enable_ab_test":false,"next_steps_type":"default"},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/webinars\/628457","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/users\/596"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/webinars\/628457\/revisions"}],"predecessor-version":[{"id":628462,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/webinars\/628457\/revisions\/628462"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/570383"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=628457"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=628457"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=628457"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=628457"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=628457"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=628457"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=628457"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=628457"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=628457"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=628457"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=628457"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}