{"id":387361,"date":"2020-02-19T05:45:16","date_gmt":"2020-02-19T13:45:16","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ko\/contact-center%eb%8a%94-%ec%98%81%ec%97%ad%ec%9e%85%eb%8b%88%ea%b9%8c\/"},"modified":"2020-02-19T05:45:16","modified_gmt":"2020-02-19T13:45:16","slug":"contact-center%eb%8a%94-%ec%98%81%ec%97%ad%ec%9e%85%eb%8b%88%ea%b9%8c","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ko\/%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98\/contact-center%eb%8a%94-%ec%98%81%ec%97%ad%ec%9e%85%eb%8b%88%ea%b9%8c\/","title":{"rendered":"Contact Center\ub294 “\uc601\uc5ed”\uc785\ub2c8\uae4c?"},"content":{"rendered":"


\n \ubbf8\uad6d\uc758 \ub300\uc5ed\ub2e8\uc6d0 \ubcf4\uc2a4\ud134\uc758 1976 \ub370\ube44\ud2b8 \uc568\ubc94\uc740 \uc5ec\uc804\ud788 1700\ub9cc \ub300\uc758 \ud310\ub9e4\ub85c \uc5ed\ub300 \ucd5c\ub300 \ud310\ub9e4 \uae30\ub85d\uc744 \uc138\uc6b4 \ubc14 \uc788\uc2b5\ub2c8\ub2e4. \ub300\ubd80\ubd84\uc758 \uc0ac\ub78c\ub4e4\uc774 \uc54c \uc218 \uc5c6\ub294 \uac83\uc740 \ub179\uc74c\uc774 \uc218\ub144\uc774 \ub0ac\uace0, \ub300\ubd80\ubd84\uc758 \ubaa8\ub4e0 \ub3c4\uad6c\ub294 1\uc778(\ucc3d\ub9bd\uc790 1\uba85) \ubc0f \ub9ac\ub354\uc778 Tom Scholz\uac00 \ubd81\ub9c8\ud06c\uc5d0\uc11c \uc5d4\uc9c0\ub2c8\uc5b4\ub85c\uc11c \uc5c5\ubb34\ub97c \uc9c4\ud589\ud558\uba74\uc11c \ud504\ub85c\uc81d\ud2b8\ub97c \uc8fc\ub3c4\ud588\ub2e4\ub294 \uac83\uc785\ub2c8\ub2e4. \uae30\ub85d\uc740 Epic\uc758 \uc7a0\uc7ac\ub825\uc744 \ud604\uba85\ud558\uac8c \ubcf4\uac8c \ub418\uae30 \uc804\uc5d0 \uc5ec\ub7ec \ub179\ud654 \ud68c\uc0ac\uc5d0\uc11c \uac70\uc808\ud588\uc2b5\ub2c8\ub2e4. \uc774 \ub179\ud654\uc758 \uc624\ud504\ub2dd \uace1\uc778 “More than a \ub290\ub08c”\uc740 \ubaa8\ub4e0 \uc2dc\uac04 500\ub300 \uc74c\uc545 \uc911 \ud55c \uac83\uc73c\ub85c \uc704\ub97c \uc5bb\uc5c8\ub2e4<\/span>. \ub530\ub77c\uc11c \uc5f0\ub77d\ucc98 \uc13c\ud130\uc5d0\uc11c \ub290\ub08c<\/a> \ubcf4\ub2e4 \ub354 \uc88b\uc740 \uc5f0\ub77d\ucc98\ub97c\ud558\uace0 \uc788\uc2b5\ub2c8\uae4c?<\/span><\/strong><\/p>\n


\n \ub124, \ub290\ub08c\ubcf4\ub2e4 \ub354 \uc608!<\/strong>
\n<\/span><\/h2>\n

\uc6a9\uc5b4\ub294 \ubaa8\ub4e0 \uac83\uc774 \ubaa8\uc77c \ub54c, \uac00\uc7a5 \uc88b\uc740 \uacb0\uacfc\uac00 \ub098\ud0c0\ub0a0 \ub54c \uc7a0\uc2dc\ub97c \ucc38\uc870\ud569\ub2c8\ub2e4. “\uc9c0\ub300\uc5d0 \uc704\uce58”, “\ud56b \ud578\uc988”, \ud2b9\ud788 \ubc30\ub108\ubcfc\uacfc \uace8\ud504\uc5d0\uc11c\ub294 \uae30\ub300 \uc774\uc0c1\uc73c\ub85c \uae30\ub300 \uc774\uc0c1\uc744 \uc218\ud589\ud558\uace0 \uc788\ub294 “Buzzwords”\uac00 \uc0ac\uc6a9\ub429\ub2c8\ub2e4. \ubcf4\ub294 \uc0ac\ub78c\uc740 \ubcf8\uc9c8\uc801\uc73c\ub85c \uc218\ub77d\ud558\uace0 \uc9c4\ud589\ud558\uba70, \uadf8\ub4e4\uc774 \ubcf4\ub294 \uac83\uc774 \uc2e4\uc81c\uc758 \uac83\uc774\uace0, \ud55c \ubc88\uc758 \uc88b\uc740\uc0f7 \ub610\ub294 \ud37c\ud305\uc774 \uc77c\ub828\uc758 \uc131\uacf5\uc744 \uc704\ud574 \ub3c4\ubbf8\ub178\uac00 \uc600\ub2e4\ub294, \uc989 \ud604\uc2e4\uc801\uc778 \uc0dd\uac01\uc744 \ub2e4\uc2dc \ubc1b\uc544\ub4e4\uc778\ub2e4. \uc218\ub7c9\uc801\uc778 \uc99d\uba85\uc774 \uc5c6\ub294 \uacbd\uc6b0\ub098 \ub2e4\ub978 \ud558\ub098\ub294 \uc7a5\ubc14\uad6c\ub2c8\ub97c \ub123\uc740 \uac83\uc73c\ub85c \uc99d\uba85\ud558\uc9c0\ub294 \ubabb\ud558\uace0, \uad11\ubc94\uc704\ud55c \ubc94\uc704\uc758 \uc774\ube44\uc9c0\uc778 \uac83\uc73c\ub85c, \ub9ce\uc740 \uc218\uc5d0 \uc774\ub97c \uc218 \uc788\ub294 \uac83\uc73c\ub85c \ubcfc \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n


\n \uc6b0\ub9ac\uc758 \ud604\uc2e4\uc744 \ubcc0\ud654\ud558\ub294 \ud328\ud134 <\/strong>
\n<\/span><\/h2>\n

\uc74c\uc545\uc774 \uc6b0\uc6d4\ud55c \uac83\uc774\uba74 \uc989\uc2dc \uc74c\uc545\uc774 \ub4e4\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub2e8, \uc74c\uc545 \uc774\uc678\uc5d0\ub3c4 \uac04\uccb4, \uc774\ub3d9 \ubc0f\/\ub610\ub294 \uc18c\ub9ac\ub97c \ubc18\uc601\ud558\ub294 \ubc18\ubcf5 \uac00\ub2a5\ud55c \ud328\ud134\uc744 \ucc3e\uace0 \uc2dd\ubcc4\ud560 \uc218 \uc788\ub294 \ub9ce\uc740 \uc7a5\uc18c\uac00 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uacbd\uc6b0, \ud1b5\ucc30\uc740 \uc6b0\ub9ac\uac00 \ub9d0\ud558\uace0, \ud589\ub3d9, <\/a> \uc774\ub3d9\ud558\ub294 \ubc29\ubc95\uc744 \uc2e4\uc81c\uc801\uc778 \ud604\uc2e4\uc73c\ub85c \ub9cc\ub4dc\ub294 \uc608\uce21 \ud328\ud134\uc744 \ubc18\ubcf5\ud569\ub2c8\ub2e4. \ubcf8\uc9c8\uc801\uc73c\ub85c \ud328\ud134\uc744 \uc644\ubcbd\ud558\uac8c \ud45c\ud604\ud55c \ub2e4\uc74c, \ub204\uac00, \ubb34\uc5c7\uc744, \ub610 \ub2e4\ub978 \uc0ac\ub78c\uc774 \uc2dd\ubcc4\ud558\ub294 \ubc29\ubc95\uc5d0 \ub300\ud55c \uace0\uc720\ud55c \ucc28\ubcc4\ud654\ub41c \ud45c\ud604\uc744 \ub9cc\ub4e4\uc5b4 \ub0c8\uc744 \uac83\uc785\ub2c8\ub2e4.<\/p>\n


\n \ub290\ub08c\ubcf4\ub2e4\ub294 \ub290\ub08c\uc774 \uc774\uc0c1\uc785\ub2c8\uae4c? <\/strong>
\n<\/span><\/h2>\n

\uc758\ubbf8 \uc788\ub294 \ud658\uacbd\uc740 \uba54\ubaa8\ub9ac\uc5d0\uc11c \ub208\uc5d0 \ub744\uba70, \uc6b0\ub9ac \uc0dd\ud65c\uc5d0 \ud2b9\ubcc4\ud55c \uc601\ud5a5\uc744 \ubbf8\uce60 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc21c\uac04\uc740 \uc6b0\ub9ac\uc758 \uc77c\uc0c1\uc744 \uc5b4\ub5bb\uac8c \ubcf4\uace0 \uc6b0\ub9ac \uc77c\uc0c1\uc744 \uc5b4\ub5bb\uac8c \uc0dd\ud65c\ud558\ub294\uc9c0\uc5d0 \ub300\ud55c \uc6b0\ub9ac\uc758 \uc0dd\uac01\uacfc \uc0dd\uac01\uc744 \ubcc0\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\ub300\ubd80\ubd84\uc758 \uc0ac\ub78c\ub4e4\uc774 \ub290\ub08c\uc774 \ub098\uace0 \uae0d\uc815\uc801\uc778 \ubc18\uc751\uc744 \uacbd\ud5d8\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud56d\uc0c1 \uc124\uba85\ud560 \uc218 \uc788\ub294 \uac83\uc740 \uc544\ub2c8\uc5b4\ub3c4 \uc6b0\ub9ac\uc758 \uac10\uc815 \ud45c\ud604\uc740 \uc6b0\ub9ac\uc758 \ud0dc\ub3c4\ub97c \ubc14\uafb8\uba70 \uc77c\uc0c1 \uc0dd\ud65c\uc5d0\uc11c \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud569\ub2c8\ub2e4. \uac10\uc815\uc740 \ucc38\uc5ec\ub97c \ub354\uc6b1 \uc801\uadf9\uc801\uc73c\ub85c \uc720\ub3c4\ud558\uace0, \uc9d1\uc911\uc744 \ud655\ub300\ud558\uc5ec \uc9c0\uc2dd, \uae30\uc220 \ubc0f \uad00\uacc4\ub97c \ud655\uc7a5\ud569\ub2c8\ub2e4. \ubc18\ub300\ub85c, \uc74c\uc131\uc801\uc778 \uac10\uc815\uc758 \uc6d0\uc778\uc774\ub418\ub294 \ud658\uacbd\uc740 \ud3ec\ucee4\uc2a4\ub97c \uc138\ubd84\ud654\ud558\uace0, \uc218\uc2dc\ub85c \uc548\ud0c0\uc784\uc740 \uac15\ud558\uace0 \uc9c0\uc18d\ub418\ub294 \ubc18\uc751\uc744 \ud504\ub808\uc784\ud558\ub294 \uc21c\uac04\uc73c\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n


\n [\ub9d0\ud558\uace0 \uc788\ub294] \uc21c\uac04 <\/strong>
\n<\/span><\/h2>\n

\uc774\ub294 \uac1c\uc778\uc758 \uc77c\uc0c1\uc5d0\uc11c\uc640 \ub3d9\uc77c\ud558\uac8c \uc5c5\ubb34\uc5d0 \ud574\ub2f9\ub429\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \ube44\uc988\ub2c8\uc2a4\ub97c \uac70\ub798\ud560 \ub54c \uc18c\ube44\uc790\ub85c \ud588\ub358 \uc21c\uac04 \ubc0f \uc0c1\ud638\uc791\uc6a9\uc5d0 \ub300\ud574 \uc0dd\uac01\ud574 \ubcf4\ub294 \uac83\uc785\ub2c8\ub2e4. Contact Center <\/a> \ub77c\uace0 \ud558\ub294 \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc740 \uc885\uc885 \uae30\uc5c5 \ubb38\ud654\ub97c \ub098\ud0c0\ub0b4\uba70, \uc774\ub294 \uc0c1\ud638 \uc791\uc6a9\uc758 \uc21c\uac04\uc774 \uac10\uc815, \ud0dc\ub3c4 \ubc0f \uae30\ubcf8 \ud328\ud134\uc744 \uc0dd\uc131\ud558\uba70, \uc774\ub294 \uc758\ubbf8 \uc788\uace0 \uc9c0\uc18d\ub418\ub294 \ud658\uacbd\uc744 \ub9cc\ub4e4\uae30 \uc704\ud55c \uc131\uacf5\uc5d0 \ud070 \uc601\ud5a5\uc744 \ubbf8\uce58\uac8c \ub420 \uae30\ubcf8 \ud328\ud134\uc744 \ub9cc\ub4dc\ub294 \ub3c5\ud2b9\ud55c \uc7a5\uc18c\uc785\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8\uc744 \uacbd\ud5d8\uc744 \ud1a0\ub300\ub85c, \uad81\uadf9\uc801\uc73c\ub85c Contact Center\ub294 \ube0c\ub79c\ub4dc\uac00 \uc57d\uc18d\ud558\ub294 \uac83\uc744 \uae30\uc5c5\uc5d0\uc11c \uc57d\uc18d\ud558\ub294 \uacf3\uc73c\ub85c, \ub300\uac1c\ub294 “\uad8c\uc7a5\ud558\uc9c0 \ub9d0\uace0 \uad8c\uc7a5\ud558\ub294” \uc815\uc11c\ub85c \uc774\uc5b4\uc9d1\ub2c8\ub2e4.<\/p>\n


\n \uadc0\ud558\uc758 Contact Center\ub294 “\ud574\ub2f9 \uc601\uc5ed”\uc5d0 \uc788\uc2b5\ub2c8\ub2e4?” <\/strong>
\n<\/span><\/h2>\n

\uc0c8\ub85c\uc6b4 AI \ubaa8\ub378 \ub355\ubd84\uc5d0 Contact Center\uc5d0\uc11c \uac1c\ubc1c\ub41c \ud604\uc2e4\uc758 “\ubcc0\ud654”\uc758 \ud328\ud134\uc744 \uc608\uce21\ud558\uace0 \uc0ac\uc804 \uc608\ubc29\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \ub3d9\uc791, \ucee8\ud14d\uc2a4\ud2b8, \uc9c1\uc6d0, \ube44\uc988\ub2c8\uc2a4\uc758 \ubaa9\ud45c\uc5d0 \uc815\uc758\ud55c \uaddc\uce59\uc758 \uc9d1\ud569\uc5d0 \uae30\ubc18\ud558\uc5ec \uac00\uc7a5 “\uaddc\ubc94\ud558\uc9c0 \uc54a\uc740 \uc9c0\uc2dd”\uc5d0 \uc561\uc138\uc2a4\ud560 \uc218 \uc788\ub294 \uad8c\ud55c\uc744 \ubd80\uc5ec\ud558\uc5ec, \uc774\uc81c \uae0d\uc815\uc801\uc778 \uc21c\uac04\uc740 \uace0\uac1d \uc131\uacf5\uc5d0 \uc9d1\uc911\ud558\ub294 \ud328\ud134 \ubc0f \uac04\uccb4\ub97c \ub9cc\ub4dc\ub294 \ub370 \uc0ac\uc6a9\ud560 \uc218 \uc788\ub294 \uae30\uc900\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc5f0\ub77d\ucc98 \uc13c\ud130 <\/a> \ub294 \ubb34\uc791\uc704 \uace0\uac1d \ubc0f \uc5d0\uc774\uc804\ud2b8\uc758 \ub4e4\uc5b4\uc624\ub294 \ud328\ud134\uc758 \uc601\ud5a5\uc73c\ub85c \uc624\ub798 \ub3d9\uc548 \uc5f0\ub77d\ucc98 \uc13c\ud130\uac00 “\ud574\ub2f9 \uc601\uc5ed”\uc5d0\uc11c \uc6b4\uc601\ub418\ub294 \ub370 \ubcf4\ub2e4 \uc77c\ubc18\uc801\uc778 \uc601\ud5a5\uc744 \ubbf8\uce58\uac8c \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ubcf4\uc2a4\ud134\uc758 \uc568\ubc94\uc5d0\uc11c \ub610\ub2e4\uc2dc \ub7f0\uce6d\ud558\ub294 \uc81c\ubaa9\uc774 “\ub9c8\uc74c\uc758\uc758 \ubd84\uc2e0”\uc774\ub77c\ub294 \uc81c\ubaa9\uc758 \uacf5\ubc31\uc77c\uae4c\uc694?<\/p>\n

Cisco Contact Center \uc194\ub8e8\uc158\uc5d0 \ub300\ud55c \uc790\uc138\ud55c \uc815\ubcf4\ub294 \uc6f9\uc0ac\uc774\ud2b8\ub97c \ubc29\ubb38 \ud558\uc2ed\uc2dc\uc624<\/a>.<\/p><\/blockquote>\n

\n

\uc790\uc138\ud55c \ud074\ub77c\uc6b0\ub4dc<\/strong> \uc5f0\ub77d\ucc98 \uc13c\ud130\ub780 \ubb34\uc5c7\uc785\ub2c8\uae4c?<\/a><\/p>\n

\uc2e4\uc2dc\uac04 \uc6e8\ube44\ub098\uc5d0 \ucc38\uc5ec: Webex Contact Center Enterprise<\/a> \uc18c\uac1cCisco Contact Center \ud3ec\ud2b8\ud3f4\ub9ac\uc624: \uace0\uac1d \ubc0f \uc5d0\uc774\uc804\ud2b8 \ud658\uacbd\uc758 \ud601\uc2e0\uc801\uc778 \uc8fc\ubb38<\/a> \ud615 \uc6e8\ube44\ub098\uc5d0 Contact Center\ub97c \ud074\ub77c\uc6b0\ub4dc\ub85c \uc774\ub3d9\ud558\ub294 \ubaa8\ubc94 \uc0ac\ub840<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

\uc0c8\ub85c\uc6b4 AI \ubaa8\ub378 \ub355\ubd84\uc5d0 Cisco\ub294 \uc5f0\ub77d\ucc98 \uc13c\ud130\uc5d0 \uac00\uc7a5 “\uacf5\ud1b5\ud55c \uc9c0\uc2dd”\uc5d0 \uc561\uc138\uc2a4\ud560 \uc218 \uc788\ub294 \uad8c\ud55c\uc744 \ubd80\uc5ec\ud558\uace0, \ud604\uc2e4\uc758 \uc778\uc0ac\uc774\ud2b8 \ubc0f \uc608\uce21 \uac00\ub2a5\ud55c \ud328\ud134\uc744 \ub9cc\ub4e4\uace0 \uae0d\uc815\uc801\uc778 \uace0\uac1d \ud658\uacbd\uc744 \uacf5\uc720\ud569\ub2c8\ub2e4. <\/p>\n","protected":false},"author":5430,"featured_media":387362,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1782,8025],"tags":[8173,8824,12071,8031,1900,12070,12072,11240,1905,12044,12073,4840,12074,1902,4841,8174,12069,8430],"class_list":["post-387361","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-1782","category-8025","tag-contactcenter-ko","tag-ccaas-ko","tag-cisco--","tag-cisco-","tag-cisco---ko","tag-cisco---","tag-contact-center-","tag-11240","tag-1905","tag-12044","tag-12073","tag-4840","tag-12074","tag-1902","tag----ko","tag-8174","tag-12069","tag-8430"],"acf":[],"yoast_head":"\nContact Center\ub294 "\uc601\uc5ed"\uc785\ub2c8\uae4c? 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