{"id":388441,"date":"2019-06-11T09:48:08","date_gmt":"2019-06-11T16:48:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ko\/%ec%9d%b8%ec%a7%80-contact-center%ec%97%90-%ed%98%84%ec%8b%a4-%ea%b0%80%ec%a0%b8%ec%98%a4%ea%b8%b0\/"},"modified":"2019-06-11T09:48:08","modified_gmt":"2019-06-11T16:48:08","slug":"%ec%9d%b8%ec%a7%80-contact-center%ec%97%90-%ed%98%84%ec%8b%a4-%ea%b0%80%ec%a0%b8%ec%98%a4%ea%b8%b0","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ko\/%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98\/%ec%9d%b8%ec%a7%80-contact-center%ec%97%90-%ed%98%84%ec%8b%a4-%ea%b0%80%ec%a0%b8%ec%98%a4%ea%b8%b0\/","title":{"rendered":"\uc778\uc9c0 Contact Center\uc5d0 \ud604\uc2e4 \uac00\uc838\uc624\uae30"},"content":{"rendered":"<p><strong>\uba38\uc2e0 \uc778\ud154\ub9ac\uc804\uc2a4, \ud074\ub77c\uc6b0\ub4dc \ubd84\uc11d \ubc0f \ud611\uc5c5 Contact Center\uc5d0\uc11c \uc778\uc9c0 \ud658\uacbd \ub9cc\ub4e4\uae30 Contact Center<\/strong>   <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/customer-collaboration\/index.html\"><\/a> \uc5d0\uc774\uc804\ud2b8\uc640 \uace0\uac1d \uac04\uc758 \uc0c1\ud638 \uc791\uc6a9\uc740 \uae0d\uc815\uc801\uc778, \uc74c\uc218 \ub610\ub294 \ubb34\uc758\ubbf8\ud55c \ube0c\ub79c\ub4dc\ub97c \ubc18\uc601\ud569\ub2c8\ub2e4. PwC\uc758 \uc0ac\ub840\uc5d0 \ub530\ub974\uba74 \ubbf8\uad6d\uc758 \ud558\ub098\uc758 \uc591\ud638\ud558\uc9c0 \uc54a\uc740 \uacbd\ud5d8\ub9cc\uc73c\ub85c\ub3c4 32%\uc758 \uace0\uac1d\uc744 \uc720\uc2e4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub2e8, \uace0\uac1d\uc774 \uadc0\ud558\uc758 \ube0c\ub79c\ub4dc\ub97c \uc88b\uc544\ud558\uc5b4\ub3c4 \uadf8\uc5d0 \ub530\ub77c 32%\uc758 \uace0\uac1d\uc744 \uc720\uc2e4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \uc218\uce58\ub294 \ub77c\ud2f4 \uc544\uba54\ub9ac\uce74\uc5d0\uc11c 49%\ub85c \uc99d\uac00\ud569\ub2c8\ub2e4.<\/p>\n<p>\ubaa8\ub4e0 \uace0\uac1d\uc740 \uc800\ud76c \ube0c\ub79c\ub4dc\uc5d0 \ub300\ud55c \uc560\uc815\uc744 \uc6d0\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc88b\uc9c0 \uc54a\uc740 \ud658\uacbd\uc744 \ubc29\uc9c0\ud558\ub294 \ubc29\ubc95\uc5d0 \ub300\ud574 \uc5b4\ub5bb\uac8c \ud574\uc57c \ud569\ub2c8\uae4c? \uc5b4\ub5bb\uac8c \uace0\uac1d \uad00\uacc4\ub97c \uc218\ub9bd\ud558\uace0 \uc131\uc7a5\ud558\uc5ec \ub2e4\uc74c \uc0c1\ud669\uc744 \ubcf4\ub2e4 \ud5a5\uc0c1\ud560 \uc218 \uc788\ub3c4\ub85d \ud558\ub294\uac00? \ud55c \ubc88 \ub354 \uc8fc\ub3c4\uc801\uc774\uace0, \uc2e0\uc911\ud558\uace0, \uc9c0\ub2a5\uc801\uc778 \ubc29\uc2dd\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc800\ud76c\uc758 \ub2f5\ubcc0\uc740 \uc778\uc9c0\uc801\uc778 \uace0\uac1d \ubc0f \uc5d0\uc774\uc804\ud2b8 \ud658\uacbd\uc744 \ub9cc\ub4dc\ub294 \uac83\uc785\ub2c8\ub2e4. <a href=\"https:\/\/www.ciscolive.com\/us\/attend\/about.html#what-is\">\uc774\ubc88 \uc8fc Cisco Live<\/a>\uc5d0\uc11c \uc800\ud76c \ud300\uacfc \ub098\ub294 \uace0\uac1d \ubc0f \ud30c\ud2b8\ub108\uc640 \uc2dc\uac04\uc744 \ub0b4\uc5b4 \uc194\ub8e8\uc158\uc744 \uc2dc\uc5f0\ud558\uace0, <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cognitive-contact-center\">\ube44\uc804\uc5d0 \ub300\ud574 \ub17c\uc758\ud558\uba70, \uc778\uc9c0\ud558\uace0 \ud611\ub825\uc801\uc778 Contact Center<\/a>\ub97c \uc0ac\uc6a9\ud558\uac8c \ud558\ub294 \uac83\uc774 \uc5b4\ub5a4 \uc758\ubbf8\uc778\uc9c0\uc5d0 \ub300\ud574 \uacf5\uc720\ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<h2>\uc778\uc9c0\ud558\uae30<\/h2>\n<p>Cognition\uc740 \uc800\ud76c\uac00 \uc0ac\ub78c\uc73c\ub85c \uae30\ub2a5\uc744 \ud560 \uc218 \uc788\ub294 \uae30\ub2a5\uc785\ub2c8\ub2e4. \ud611\ub3d9\uc73c\ub85c \uc6b0\ub9ac\ub294 \uc758\uc0ac\uc18c\ud1b5\uc758 \ubaa8\ub4e0 \ubcf5\uc7a1\ud55c \ubb38\uc81c\ub97c \uc774\ud574\ud558\uace0, \ud3c9\uac00 \ubc0f \ud310\ub2e8, \ubb38\uc81c\uc810 \ud574\uacb0 \ubc29\ubc95, \uac10\uc0ac\uc758 \uc815\uccb4\uc131 \ub4f1 \uc11c\ub85c\uc5d0 \ub300\ud574 \ubcf4\ub2e4 \uc798 \uc774\ud574\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <a href=\"https:\/\/blogs.cisco.com\/collaboration\/contact-centers-customer-experiences\"><\/a> Cisco\uc758 \ube44\uc804\uc740 \uc138\uacc4 \uace0\uac1d \ubc0f \uc5d0\uc774\uc804\ud2b8 \ud658\uacbd\uc744 \ubcc0\uacbd\ud558\uace0, \uc774\ub7ec\ud55c \ud658\uacbd\uc73c\ub85c \ud611\ub3d9 \uc11c\ube44\uc2a4\ub97c \uac00\uc838\uc624\ub294 \uac83\uc785\ub2c8\ub2e4. \uc774\ub294 \uc800\ud76c\uac00 \ub3c4\uc640\ub4dc\ub9b0 \ucd5c\uc0c1\uc758 \ubc29\ubc95 \uc911 \ud558\ub098\uc785\ub2c8\ub2e4.<\/p>\n<h2>\uc5d0\uc774\uc804\ud2b8 \uad8c\ud55c \ubd80\uc5ec<\/h2>\n<p>3\uc8fc \uc804\uc5d0 \uc5f0\ub77d\ucc98 \uc13c\ud130 <a href=\"https:\/\/blogs.cisco.com\/collaboration\/demystifying-artificial-intelligences-role-in-contact-centers\">\uc5d0\uc11c \uac00\uc7a5 \uc911\uc694\ud55c \uc815\ubcf4\uc758 \uc5ed\ud560\uc5d0 \ub300\ud574 3\uc8fc \uc804\uc5d0 \ub0b4 \ubcf4\uae30\ub97c \uacf5\uc720\ud588\uc2b5\ub2c8\ub2e4<\/a>. AI\uc5d0 \ub300\ud55c \uc624\ud574\ub294 \uc774\ub294 \ubaa8\ub4e0 \uc791\uc5c5\uc744 \uad50\uccb4\ud558\uac70\ub098 \uc5c5\ubb34\ub97c \ubaa8\ub450 \uc81c\uac70\ud558\uaca0\ub2e8 \uac83\uc785\ub2c8\ub2e4. AI\uac00 \uc2e4\uc2dc\uac04 \uc5d0\uc774\uc804\ud2b8 \uc9c0\uc6d0\uc744 \ub300\uccb4\ud558\ub294 \uacbd\uc6b0\ub97c \uac15\ud654\ud558\ub294 \uac83\uc774 \ub354 \ud070 \uc5ed\ud560\uc744 \ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<p>\uc5d0\uc774\uc804\ud2b8\ub294 \uc758\ubbf8 \uc788\uace0 \uac74\uc804\ud55c \uc7a5\uae30\uc801\uc778 \uad00\uacc4\ub97c \uad6c\ucd95\ud558\uae30 \uc704\ud574 \ube44\uc988\ub2c8\uc2a4\uc758 \ucd5c\uc804\uc120 \ubc0f \uace0\uac1d\uacfc\uc758 \ub9e4\uc77c \uc0c1\ud638 \uc791\uc6a9\uc744 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc5b4\ub5a4 \uad00\uacc4\uc640\ub4e0, \uc5d0\uc774\uc804\ud2b8\ub294 \uace0\uac1d\uacfc \uad50\ub958\ud560 \ub54c\ub9c8\ub2e4 \uad00\uc2ec, \uc774\ud574 \ubc0f \uacf5\uac10\ub300\ub97c \ubcf4\uc5ec \uc8fc\uc5b4\uc57c \ud569\ub2c8\ub2e4. \uace0\uac1d\uc740 \uc7a0\uc7ac\uc801\uc73c\ub85c \uc88b\uc9c0 \uc54a\uc740 \uace0\uac1d \ud658\uacbd\uc744 \ub354 \uc88b\uc740 \ud658\uacbd\uc73c\ub85c \uc804\ud658\ud574\uc57c \ud558\ub294 \uc218\uace0\uc5d0 \uc788\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \uc5d0\uc774\uc804\ud2b8\uc5d0 \ub300\ud55c \ud22c\uc790\ub294 \uc591\ud638\ud55c \ube44\uc988\ub2c8\uc2a4 \uac10\uac01\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \uae30\uc5c5\ub4e4\uc740 \uace0\uac1d\uc758 \uc5ec\uc815\uc744 \uc774\ud574\ud558\uace0 \ubaa8\uc591\uc744 \uadf8\ub824\ubcf4\ub824\uace0 \ud560 \ub54c, \uc804\uc138\uacc4\uc5d0\uc11c 1\ub144\uc5d0 1\uc870 \ub2ec\ub7ec\ub97c \uc9c0\ucd9c\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uac00\uc7a5 \uae30\uc5f0\ud55c \uac83\uc740 \uae30\uc5c5\uc774 \uc9c1\uc6d0\uc744 \uc774\ud574\ud558\ub294 \ub370 1000\ubc30\uac00 \ub354 \uc801\uac8c \uc18c\ube44\ud55c\ub2e4\ub294 \uac83\uc785\ub2c8\ub2e4. \uc138\uc815 \uc9c0\ub2a5\uc774 \uc5d0\uc774\uc804\ud2b8\uc640 \uc190\ub4e0 \uc791\ub3d9\ud560 \uc218 \uc788\ub3c4\ub85d \ud558\ub294 \uac83\uc740 \uc131\uacf5\uc744 \ub3c4\uc6b0\ub294 \ucd5c\uc120\uc758 \uc870\ud569\uc785\ub2c8\ub2e4.<\/p>\n<p>\uc758\ub8cc \ubcf4\ud5d8 \ud68c\uc0ac\ub97c \uc0b4\ud3b4 \ubd10\uc694. \uace0\uac1d\uc740 \uc8fc\ub85c \ud68c\uc0ac\uc758 \uc6f9 \ud3ec\ud138\uc744 \ud1b5\ud574 \uc0c1\ud638 \uc791\uc6a9\ud569\ub2c8\ub2e4. \uace0\uac1d\uc774 \ucc44\ud305\uc744 \ud1b5\ud574 \ucc38\uc5ec\ud560 \ub54c \ucc44\ud305 \uc0c1\ud638 \uc791\uc6a9\uc740 \ubd07\uc774 \uc140\ud504 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uace0 \uc694\uccad\uc744 \uc790\uaca9\uc744 \uc2e0\uccad\ud558\uae30 \uc704\ud574 \uc0ac\uc6a9\ub429\ub2c8\ub2e4. \ubd07\uc740 \ud734\uba3c \uc5d0\uc774\uc804\ud2b8\uac00 \ud544\uc694\ub97c \uc54c\ub9ac\ub294 \ub2e8\uc5b4 \ub610\ub294 \ubb38\uad6c\ub97c \uc778\uc2dd\ud558\uba74 \ubd07\uc740 \uadf8\ub8f9 \ud611\uc5c5 \uc791\uc5c5 \uacf5\uac04\uc5d0\uc11c \ucc44\ud305\uc744 \uc5d0\uc774\uc804\ud2b8\uc758 \uadf8\ub8f9\uc73c\ub85c \uc5d0\uc2a4\uceec\ub808\uc774\uc158\ud569\ub2c8\ub2e4. &#8220;\uc608&#8221;\uc5d0 \uc751\ub2f5\ud558\ub294 \uccab \ubc88\uc9f8 \uc5d0\uc774\uc804\ud2b8\ub294 \uc2a4\ub9c8\ud2b8\ubd07\uc774 \uace0\uac1d \ucc44\ud305\uc5d0 \uc5f0\uacb0\ud569\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2b8\uc5d0\uac8c\ub294 \uc758\ub8cc \uacbd\ud5d8\uc774 \uc5c6\uc2b5\ub2c8\ub2e4. \uc774\ub294 \ub300\uc18c\uc0ac\uac00 \uc544\ub2cc \uac83\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uadf8\ub4e4\uc740 \uccab \ubc88\uc9f8 \uc9c8\ubb38 \ucc98\ub9ac\uc5d0 \ud544\uc694\ud55c \ucda9\ubd84\ud55c \uad50\uc721\uacfc \uae30\uc220\uc744 \ub2a5\uac00\ud569\ub2c8\ub2e4. \ucc44\ud305 \uc911\uc5d0 AI\uac00 \uacbd\uccad\ud558\uace0, \uc5d0\uc774\uc804\ud2b8 \uad00\ub828 \ubb38\uc11c \ubc0f \uc758\ub8cc \uc6a9\uc5b4 \uc815\uc758 \ub4f1 \uae30\ud0c0 \uad00\ub828 \uc815\ubcf4\ub97c \uc790\ub3d9\uc73c\ub85c \ud45c\uc2dc\ud569\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \ucc44\ud305 \uc911\uc5d0 \uc5d0\uc774\uc804\ud2b8\ub294 \uc758\ub8cc \uc804\ubb38\uac00\uc758 \uc870\uc5b8\uc744 \ud544\uc694\ub85c \ud569\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2b8 \ud658\uacbd\uc744 \ub098\uac00\uc9c0 \uc54a\uc73c\uba74\uc11c \uc5d0\uc774\uc804\ud2b8\ub294 \uad50\uc721\ub41c \uc804\ubb38\uac00\ub97c \uc27d\uac8c \ucc3e\uace0 \uc9c0\uc6d0\ud558\uba70, \uace0\uac1d \uc694\uccad\uc5d0 \ub300\ud574 \ud611\uc5c5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2b8\ub294 \uccab \ubc88\uc9f8 \uc5f0\ub77d\ucc98\uc5d0\uc11c \uace0\uac1d\uc758 \uc9c8\ubb38\uc5d0 \ub2f5\ubcc0\ud560 \uc218 \uc788\uc73c\uba70, \uace0\uac1d\uc740 \uace0\uac1d\uc758 \uacbd\ud5d8\uc5d0\uc11c \ub9cc\uc871\uc2a4\ub7ec\uc6b0\uba70 \ub098\uac10.<\/p>\n<p>\uc5d0\uc774\uc804\ud2b8 \uc99d\uac15\uc744 \uc644\ubcbd\ud558\uac8c \uc608\ub85c \ub4e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ubc30\uacbd \uc778\ud154\ub9ac\uc804\uc2a4\uac00 \uace0\uac1d\uc5d0\uac8c \uc11c\ube44\uc2a4\ub97c \uc798 \uc11c\ube0c\ud560 \uc218 \uc788\ub3c4\ub85d \uc5d0\uc774\uc804\ud2b8\uc758 \uae30\ub2a5\uc744 \ud5a5\uc0c1\ud558\uae30 \uc704\ud574 \uc190\ub4e4\uae30 \uc791\uc5c5\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ubd07\uc774 \uc5d0\uc774\uc804\ud2b8\ub85c\ubd80\ud130 \ucd08\uae30 \uac04\ub2e8\ud55c \uc791\uc5c5\uc744 \uc624\ud504\ub85c\ub4dc\ud588\uc2b5\ub2c8\ub2e4. \uadf8 \ud6c4 \uc5d0\uc774\uc804\ud2b8\ub294 \uace0\uac1d\uacfc\uc758 \ucc38\uc5ec\ub97c \uc644\ub8cc\ud558\uae30 \uc704\ud574 AI \uc9c0\uc6d0 \ubc0f \uc778\uc801 \uc9c0\uc6d0\uc744 \uc218\uc2e0\ud569\ub2c8\ub2e4.<\/p>\n<p>AI, API, \ub370\uc774\ud130 \ubd84\uc11d, \uc5f0\ub77d\ucc98 \uc13c\ud130 \ubc0f \ud611\uc5c5 \uae30\uc220\uc758 \uac15\ub825\ud55c \uc870\ud569\uc740 Cisco\uac00 \uace0\uac1d\uc5d0\uac8c \uc81c\uacf5\ud558\ub294 \uace0\uc720\ud55c \uac00\uce58\uc785\ub2c8\ub2e4.<\/p>\n<h2>\ub2a5\ub3d9\uc801\uc778 \ud3ec\ud2b8\ud3f4\ub9ac\uc624<\/h2>\n<p>\ub610 \ud558\ub098. \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 \uace0\uac1d \uc5ec\uc815 \ud50c\ub7ab\ud3fc \uc194\ub8e8\uc158\uc758 \uc774\ub984\uc744 Webex Contact Center<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/customer-collaboration\/customer-journey-platform\/index.html\">\ub85c \uac1c\uc870\ud558\uc5ec \uc5c5\uacc4\uc5d0\uc11c \uc778\uc815\ubc1b\ub294 Webex <\/a>\uac00\uc871\uc5d0 \ucc38\uc5ec\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. Webex\ub294 \uc2e0\ub8b0\uc131, \ud655\uc7a5\uc131, \ubcf4\uc548 \ubc0f \ud601\uc2e0\uc801 \uae30\uc220\ub85c \uc54c\ub824\uc838 \uc788\ub294 \uc800\ud76c\uc758 \ub124\uc774\ud2f0\ube0c \ud074\ub77c\uc6b0\ub4dc \ud611\uc5c5 \ube0c\ub79c\ub4dc\uc785\ub2c8\ub2e4. Webex Contact Center \uc194\ub8e8\uc158\uc758 \ud2b9\uc9d5\uc744 \uc815\ud655\ud788 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \uace0\uc720\ud55c \ud3ec\ud2b8\ud3f4\ub9ac\uc624\ub294 \uace0\uac1d\uc5d0\uac8c \ud1b5\ud654, \uba54\uc2dc\uc9d5, \ubbf8\ud305, \ud300 \ud611\uc5c5, \uc7a5\uce58 \ubc0f \uc9c0\uae08 \uc5f0\ub77d\ucc98 \uc13c\ud130\ub85c \ud1b5\ud569\ub41c \ud611\uc5c5 \uc194\ub8e8\uc158\uc774 \uc81c\uacf5\ub429\ub2c8\ub2e4.<\/p>\n<p>\uc778\uc9c0 \ud611\uc5c5 <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/customer-collaboration\/index.html\">\ubc0f Contact Center<\/a>  <a href=\"https:\/\/www.ciscolive.com\/us\/learn\/technology-tracks\/collaboration.html\">\uc5d0 \ub300\ud55c \uc790\uc138\ud55c \ub0b4\uc6a9\uc740 Webexperience Zone<\/a> \uc744 \ubc29\ubb38\ud558\uc5ec \uc791\uc5c5\uc911\uc778 \uc194\ub8e8\uc158\uc744 \ubcf4\uace0, \ud560\ub9ac-Davison motorcycle\uc5d0 \ubc29\ubb38\ud558\uc5ec \ub798\ud50c\uc744 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