{"id":392465,"date":"2022-03-21T19:17:29","date_gmt":"2022-03-22T02:17:29","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ko\/%ed%81%b4%eb%9d%bc%ec%9a%b0%eb%93%9c-%ec%bb%a8%ed%83%9d-%ec%84%bc%ed%84%b0%ec%99%80-%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98cx%ec%9d%98-%eb%af%b8%eb%9e%98\/"},"modified":"2022-03-21T19:17:29","modified_gmt":"2022-03-22T02:17:29","slug":"%ed%81%b4%eb%9d%bc%ec%9a%b0%eb%93%9c-%ec%bb%a8%ed%83%9d-%ec%84%bc%ed%84%b0%ec%99%80-%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98cx%ec%9d%98-%eb%af%b8%eb%9e%98","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ko\/%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98\/%ed%81%b4%eb%9d%bc%ec%9a%b0%eb%93%9c-%ec%bb%a8%ed%83%9d-%ec%84%bc%ed%84%b0%ec%99%80-%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98cx%ec%9d%98-%eb%af%b8%eb%9e%98\/","title":{"rendered":"\ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130\uc640 \uace0\uac1d \uacbd\ud5d8(CX)\uc758 \ubbf8\ub798"},"content":{"rendered":"<h2><strong>\ub192\uc544\uc9c0\ub294 \uace0\uac1d \uae30\ub300\uce58<\/strong><\/h2>\n<p>\ud32c\ub370\ubbf9\uc73c\ub85c \uc778\ud574 \ub514\uc9c0\ud138 \ud601\uc2e0\uc774 \uc608\uae30\uce58 \ubabb\ud558\uac8c \uae09\uaca9\ud788 \uac00\uc18d\ud654\ub41c \uc774\ud6c4, \ube44\uc988\ub2c8\uc2a4\uc758 \ubaa8\ub4e0 \uc694\uc18c\uc5d0 \ub300\ud55c \uc0dd\uac01\uacfc \uae30\ub300\uce58\uac00 \ubcc0\ud654\ud558\uae30 \uc2dc\uc791\ud588\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4 \uc5c5\uacc4\uc758 \uacbd\uc6b0, \uc5d0\uc774\uc804\ud2b8\uc640 \uace0\uac1d \ubaa8\ub450 \uc774\uc804\uacfc\ub294 \ub2e4\ub978 \ubc29\uc2dd\uc73c\ub85c \uc0ac\uace0\ud558\uace0 \uc5c5\ubb34\ub97c \uc6b4\uc601\ud574\uc57c \ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc740 \uae30\uc5c5\uacfc\uc758 \uacbd\ud5d8\uc774 \ub098\uc544\uac00\uc57c \ud560 \ubc29\ud5a5\uc5d0 \ub300\ud574 \ub354 \ub192\uc740 \uae30\ub300\uce58\ub97c \uac16\uae30 \uc2dc\uc791\ud588\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc2dc\ub300 \uc18d\uc5d0\uc11c \ub300\uaddc\ubaa8 \uc870\uc9c1\uc774 \uc5b4\uce74\uc6b4\ud2b8 \ub370\uc774\ud130, \uc0c1\ud638\uc791\uc6a9 \ub0b4\uc5ed, \uace0\uac1d \uc5ec\uc815 \ub0b4\uc5ed, \uadf8\ub9ac\uace0 \uace0\uac1d \ubb38\uc758 \uc0ac\ud56d \ubc0f \uc6b0\ub824 \uc0ac\ud56d\uacfc \uc5f0\uad00\ub41c \uae30\ud0c0 \uad00\ub828 \uc138\ubd80 \uc815\ubcf4\uc5d0 \uc989\uc2dc \uc561\uc138\uc2a4\ud560 \uc218 \uc5c6\ub2e4\ub294 \uac83\uc740 \uc5b4\ub5a4 \uc774\uc720\ub85c\ub3c4 \uc815\ub2f9\ud654\ub420 \uc218 \uc5c6\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \uae30\ub300\uce58\uc758 \uae30\uc900\uc774 \ub192\uc544\uc9c0\uace0 \uc788\uae30 \ub54c\ubb38\uc5d0 \uae30\uc5c5\uc740 \uae30\ub300\uce58\ub97c \ucda9\uc871\ud558\uace0 \uc774\ub97c \ub6f0\uc5b4\ub118\uc744 \uc218 \uc788\ub3c4\ub85d \uc2e0\uc18d\ud55c \ud658\uace8\ud0c8\ud0dc\ub97c \uc774\ub8e8\uc5b4\uc57c \ud569\ub2c8\ub2e4. \uad6c\uc2dd \uace0\uac1d \uc11c\ube44\uc2a4 \ubaa8\ub378\uc744 \uace0\uc9d1\ud560 \uacbd\uc6b0 \uace0\uac1d \ub9cc\uc871\ub3c4\uac00 \ud558\ub77d\ud558\uba70 \uace0\uac1d\uc774 \ube0c\ub79c\ub4dc\uc5d0\uc11c \uae09\uaca9\ud788 \uc774\ud0c8\ud558\uac8c \ub429\ub2c8\ub2e4. \uc2e4\uc81c\ub85c, <a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">Zendesk\uc758 \uc18c\ube44\uc790 \uc124\ubb38\uc870\uc0ac<\/a><sup>1<\/sup>\uc5d0\uc11c \uc751\ub2f5\uc790\uc758 61%\ub294 \ubd88\ub9cc\uc871\uc2a4\ub7ec\uc6b4 \uace0\uac1d \uc11c\ube44\uc2a4 \uacbd\ud5d8\uc774 \ub2e8 \ud55c \uac74\ub9cc \uc788\uc5b4\ub3c4 \uacbd\uc7c1\uc0ac\ub85c \ubc14\uafc0 \uac83\uc774\ub77c\uace0 \ub2f5\ubcc0\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uadf8\ub9ac\uace0 Forrester\uc758 <u><a href=\"https:\/\/www.forrester.com\/predictions\/#guide\" target=\"_blank\" rel=\"noopener\">Predictions 2022 Guide(2022\ub144 \uc804\ub9dd \uac00\uc774\ub4dc)<\/a><\/u><sup>2<\/sup>\uc5d0\uc11c\ub294 \ub2e4\uc74c\uacfc \uac19\uc774 \uc124\uba85\ud569\ub2c8\ub2e4.<\/p>\n<blockquote><p>&#8220;\uc18c\ube44\uc790\uc758 \uc57d 80%\ub294 \uc804 \uc138\uacc4\uac00 \uc5b4\ub5a0\ud55c \ucc28\uc774\ub3c4 \uc5c6\uc774 \ubaa8\ub450 \ub514\uc9c0\ud138\ud654\ub418\uc5b4 \uc788\ub2e4\uace0 \uac04\uc8fc\ud560 \uac83\uc785\ub2c8\ub2e4.&#8221; \uc774\uc5d0 \ub300\ud574 Forrester\uc5d0\uc11c\ub294 \ub2e4\uc74c\uacfc \uac19\uc774 \ucca8\uc5b8\ud569\ub2c8\ub2e4. &#8220;\uc18c\ube44\uc790\ub294 \ub514\uc9c0\ud138 \uacbd\ud5d8\uc774 \uc6d0\ud65c\ud558\uac8c \uc791\ub3d9\ud560 \uac83\uc774\ub77c\ub294 \ub354 \ub192\uc740 \uae30\ub300\uce58\ub97c \uac16\uace0 \uc788\uc2b5\ub2c8\ub2e4&#8221;, \uadf8\ub9ac\uace0 &#8220;\ub610\ud55c, \uc18c\ube44\uc790\ub294 \uae30\uc5c5\uc774 \uc131\uacf5\uc801\uc774\uace0 \uc9c0\uc18d \uac00\ub2a5\ud55c \ub514\uc9c0\ud138 \uace0\uac1d \uacbd\ud5d8 \uad6c\ucd95\uc744 \uac15\ud654\ud558\uae30\ub97c \uae30\ub300\ud569\ub2c8\ub2e4.&#8221;<\/p><\/blockquote>\n<p>\uc55e\uc73c\ub85c \ubaa8\ub4e0 \uae30\uc5c5\uc740 \uc6b0\uc218\ud55c \uc11c\ube44\uc2a4\ub97c \ud1b5\ud574 \uc624\ub798 \uc9c0\uc18d\ub418\ub294 \uace0\uac1d \uad00\uacc4\ub97c \ud615\uc131\ud558\ub294 \uac83\uc744 \ubaa9\ud45c\ub85c \uc0bc\uc544\uc57c \ud569\ub2c8\ub2e4. \uc774\uc81c \uace0\uac1d \uacbd\ud5d8(CX)\uc740 \uc644\uc804\ud788 \ub2ec\ub77c\uc84c\uc73c\uba70, CX\uc758 \ubbf8\ub798\ub294 \uad00\ub828\ub41c \ubaa8\ub4e0 \uc0ac\ub78c\uc5d0\uac8c \ub354 \ub192\uc740 \ub9cc\uc871\ub3c4\ub97c \uc120\uc0ac\ud558\ub294 \ubc29\ud5a5\uc73c\ub85c \ub098\uc544\uac08 \uac83\uc785\ub2c8\ub2e4. \uace0\uac1d \uae30\ub300\uce58\uac00 \uc99d\uac00\ud558\ub294 \uac00\uc6b4\ub370, Webex\ub97c \ud1b5\ud574 \uc5b4\ub5bb\uac8c \uc774\ub7ec\ud55c \uae30\ub300\uce58\ub97c \ub2e8\uc21c\ud788 \ucda9\uc871\ud558\ub294 \ub370 \uadf8\uce58\uc9c0 \uc54a\uace0 \ud55c\uce35 \ub354 \ub6f0\uc5b4\ub118\uc744 \uc218 \uc788\ub294\uc9c0 \uc54c\uc544\ubcf4\uc138\uc694.<\/p>\n<p><iframe loading=\"lazy\" title=\"Your customers deserve great experiences  |  Webex for Customer Experience\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/6sGfzFBPuUU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h2><strong>\ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 \ucee8\ud0dd \uc13c\ud130 \uc194\ub8e8\uc158<\/strong><\/h2>\n<p>CX\uc758 \ub354 \ubc1d\uc740 \ubbf8\ub798\ub97c \uc2e4\ud604\ud560 \uc218 \uc788\ub294 \ud234 \uc911 \ud558\ub098\ub294 <a href=\"https:\/\/www.webex.com\/contact-center.html\" target=\"_blank\" rel=\"noopener\">Webex Contact Center<\/a> \uac19\uc740 \ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130(CCaaS \u2013 Cloud Contact Center as a Service\ub77c\uace0\ub3c4 \ud568)\uc785\ub2c8\ub2e4. <a href=\"https:\/\/www.webex.com\/cloud-contact-center.html\">\ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130<\/a>\ub294 \uae30\uc874\uc758 \ucf5c\uc13c\ud130\ub97c \ub300\uccb4\ud560 \ubfd0\ub9cc \uc544\ub2c8\ub77c, \uc774\ub97c \uc0c1\ub2f9\ud55c \uc218\uc900\uc73c\ub85c \uc5c5\uadf8\ub808\uc774\ub4dc\ud558\ub294 \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 \uc194\ub8e8\uc158\uc785\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc740 \ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130\ub97c \ud1b5\ud574 \uc804\ud654, \ucc44\ud305, \ubb38\uc790, \uc774\uba54\uc77c, \uc18c\uc15c\uc744 \ube44\ub86f\ud55c \ubaa8\ub4e0 \ucc44\ub110 \uc804\uccb4\uc5d0\uc11c \uc870\uc9c1\uacfc \uc5f0\uacb0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">Zendesk\uc5d0 \ub530\ub974\uba74<\/a>, \uc18c\ube44\uc790\uc758 93%\ub294 \uc790\uc2e0\uc774 \uc120\ud638\ud558\ub294 \ubc29\ubc95\uc744 \ud1b5\ud574 \uace0\uac1d \uc11c\ube44\uc2a4\uc5d0 \uc5f0\uacb0\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud558\ub294 \uae30\uc5c5\uc5d0 \ub354 \ub9ce\uc740 \uc18c\ube44\ub97c \ud558\uac8c \ub420 \uac83\uc73c\ub85c \uc804\ub9dd\ub429\ub2c8\ub2e4.<sup>3<\/sup><\/p>\n<p>\ub610\ud55c \ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130\ub294 \uace0\uac1d\uc5d0\uac8c \ub354 \ub9ce\uc740 \uc635\uc158\uc744 \uc81c\uacf5\ud560 \ubfd0\ub9cc \uc544\ub2c8\ub77c, \ud6a8\uc728\uc801\uc774\uace0 \ub9cc\uc871\uc2a4\ub7ec\uc6b4 \uc0c1\ud638\uc791\uc6a9\uc744 \uc81c\uacf5\ud558\uc5ec \uace0\uac1d\uc744 \uc704\ud55c \uacbd\ud5d8\uc744 \ucd5c\uc801\ud654\ud560 \uc218 \uc788\ub294 \ud234\uc744 \ud1b5\ud574 \uace0\uac1d \uc11c\ube44\uc2a4 \uc5d0\uc774\uc804\ud2b8\uac00 \uc5b4\ub514\uc5d0\uc11c\ub4e0 \uc77c\ud560 \uc218 \uc788\ub294 \uc5c5\ubb34 \uc720\uc5f0\uc131\ub3c4 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<p>\ub108\ubb34 \uc774\uc0c1\uc801\uc774\ub77c \ud604\uc2e4\uc131 \uc5c6\ub294 \uc774\uc57c\uae30\ucc98\ub7fc \ub4e4\ub9ac\uc9c0\ub9cc, \ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130\ub97c \uc0ac\uc6a9\ud558\uba74 \ub354 \ub098\uc740 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc2e4\ud604\ud558\uace0, \ube44\uc988\ub2c8\uc2a4 \uc6b4\uc601\uacfc \uc9c1\uc6d0 \uac10\uc815\uc744 \uac1c\uc120\ud558\uace0, <a href=\"https:\/\/www.webex.com\/gp\/forrester-tei-contact-center.html\" target=\"_blank\" rel=\"noopener\">\uc0c1\ub2f9\ud55c ROI\uae4c\uc9c0 \ucc3d\ucd9c<\/a>\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2><strong>CX \ud37c\uc990\uc744 \uc644\uc131\ud560 \ub610 \ub2e4\ub978 \uc870\uac01<\/strong><\/h2>\n<p>\ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130 \uc678\uc5d0\ub3c4, \ub354 \uc2a4\ub9c8\ud2b8\ud558\uace0 \ub354\uc6b1 \uc5f0\uacb0\uc131\uc774 \uac15\ud654\ub41c \uace0\uac1d \uc5ec\uc815\uc744 \ub9cc\ub4e4 \uc218 \uc788\ub294 \uadf8 \ubc16\uc758 \ub2e4\uc591\ud55c \ud234\uacfc \uae30\ub2a5\uc774 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c \ub9ce\uc740 \ud234\uc740 AI \uae30\ubc18 \uae30\uc220\uacfc \ud1b5\ud569\ub418\uc5b4 \uc788\uc73c\ubbc0\ub85c \uace0\uac1d \uc9c0\uc6d0\uc744 \ubcf4\uc870\ud558\uace0 \uace0\uac1d \uc11c\ube44\uc2a4 \uc5d0\uc774\uc804\ud2b8\uc758 \uc5c5\ubb34 \ubd80\ub2f4\uc744 \ub35c\uc5b4\uc90d\ub2c8\ub2e4.<\/p>\n<p>\uc77c\ub840\ub85c, \ub9ce\uc740 \uae30\uc5c5\uc5d0\uc11c \uc774\ubbf8 \uad6c\ucd95\ud558\uace0 \uc788\ub294 \ucc57\ubd07\uc758 \uacbd\uc6b0 \ub9ce\uc740 \uc591\uc758 \uac04\ub2e8\ud55c \ubb38\uc758 \uc694\uccad\uc744 \ubaa8\ub450 \uc2a4\uc2a4\ub85c \ucc98\ub9ac\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc5d0\uac8c \uc140\ud504 \uc11c\ube44\uc2a4 \uc635\uc158\uc744 \uc9c0\uc6d0\ud560 \uc218 \uc788\ub294 \uc194\ub8e8\uc158\uc740 \ub192\uc740 \ud3c9\uac00\ub97c \ubc1b\uace0 \uc788\ub2e4\ub294 \uc810\uc774 \uac80\uc99d\ub418\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n<p>AI\ub294 \ud1b5\ud654 \ub0b4\uc6a9 \uae30\ub85d, \uc2e4\ud589 \uac00\ub2a5\ud55c \ub370\uc774\ud130 \uc81c\uacf5, \ub2e4\uc74c \ub2e8\uacc4 \ucd94\ucc9c \ub4f1\uc758 \ud615\ud0dc\ub97c \ud1b5\ud574 \uc5d0\uc774\uc804\ud2b8\uc5d0\uac8c \ub77c\uc774\ube0c \uc9c0\uc6d0\ub3c4 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc5c5\ubb34 \ub2f4\ub2f9\uc790\ub4e4\uc774 \uc870\uc9c1 \uc804\uccb4\uc758 \ub2e4\ub978 \uc804\ubb38\uac00\ub4e4\uacfc \uc2e0\uc18d\ud558\uac8c \uc815\ubcf4\ub97c \uad50\ud658\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud558\ub294 \uc2e4\uc2dc\uac04 \ud611\uc5c5\uacfc \ub354\ubd88\uc5b4, \uc5d0\uc774\uc804\ud2b8\uc758 \uc5ed\ub7c9 \ubc94\uc704\ub294 \ud6e8\uc52c \ub354 \ub113\uc5b4\uc838 \ud0c1\uc6d4\ud55c \uae30\ub7c9\uc744 \ubc1c\ud718\ud558\ub294 \uc288\ud37c \uc5d0\uc774\uc804\ud2b8\ub85c \uac70\ub4ed\ub0a9\ub2c8\ub2e4.<\/p>\n<p>\uae30\uc5c5\uc774 \ud074\ub77c\uc6b0\ub4dc\uac00 \uc81c\uacf5\ud560 \uc218 \uc788\ub294 \ubaa8\ub4e0 \uc7a0\uc7ac\ub825\uc744 \ub3d9\uc6d0\ud558\uc5ec \uace0\uac1d \uc5ec\uc815\uc744 \uc9c4\uc815\uc73c\ub85c \ud55c \ucc28\uc6d0 \ub354 \ub04c\uc5b4\uc62c\ub9ac\uace0 \ub9de\ucda4\ud654\ud558\uace0 \uc2f6\ub2e4\uba74, <a href=\"https:\/\/www.webex.com\/products\/cpaas.html\" target=\"_blank\" rel=\"noopener\">Webex Connect<\/a> \uac19\uc740 CPaaS(Communications Platform as a Service) \uc194\ub8e8\uc158\uc744 \ud1b5\ud574 \uc6d0\ud558\ub294 \uacb0\uacfc\ub97c \uad6c\ud604\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>CPaaS\ub294 \uc989\uc2dc \uc0ac\uc6a9 \uac00\ub2a5\ud55c \ub85c\uc6b0\ucf54\ub4dc(low-code) \ud234 \ud615\ud0dc\ub85c \uae30\ubcf8 \uad6c\uc131 \uc694\uc18c\ub97c \uc81c\uacf5\ud558\uc5ec \uac1c\ubc1c\uc790\uc640 IT \ud300\uc5d0\uc11c \uc74c\uc131, \uba54\uc2dc\uc9d5 \ubc0f \uae30\ud0c0 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \uae30\ub2a5\uc744 \uae30\uc874\uc758 \uc560\ud50c\ub9ac\ucf00\uc774\uc158\uc5d0 \uc6d0\ud65c\ud558\uac8c \uad6c\ud604\ud560 \uc218 \uc788\ub3c4\ub85d \ud569\ub2c8\ub2e4.<\/p>\n<p>\uae30\uc5c5\uc740 CPaaS \uc194\ub8e8\uc158\uc744 \ud1b5\ud574 \uace0\uac1d \uc5ec\uc815\uc744 \uc27d\uace0 \ube60\ub974\uac8c \uc124\uc815, \ud14c\uc2a4\ud2b8, \uad6c\ucd95\ud560 \uc218 \uc788\ub294 \uae30\ub2a5\uc744 \uac1c\ubc1c\uc790\uc5d0\uac8c \uc81c\uacf5\ud558\uc5ec \uace0\uac1d \uacbd\ud5d8\uc744 \ucd1d\uccb4\uc801\uc73c\ub85c \uc81c\uc5b4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uad00\ub828 \uc778\uc0ac\uc774\ud2b8\uc640 \ud2b8\ub80c\ub4dc\uc5d0\uc11c \uc5bb\uc740 \ub370\uc774\ud130\uac00 \uacb0\ud569\ub418\ubbc0\ub85c, \uac1c\ubc1c\uc790\ub294 CPaaS\ub97c \uc0ac\uc6a9\ud558\uc5ec \ubaa8\ub4e0 \uc81c\uacf5\ub418\ub294 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ucc44\ub110 \uc804\uccb4\uc5d0\uc11c \uace0\uac1d\uc744 \uc704\ud55c \uc6d0\ud65c\ud558\uace0 \ucf8c\uc801\ud55c \uacbd\ud5d8\uc744 \uc124\uacc4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uadf8\ub9ac\uace0 \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 \ucee8\ud0dd \uc13c\ud130 \uc194\ub8e8\uc158\uacfc \ub9c8\ucc2c\uac00\uc9c0\ub85c, CPaaS \ud50c\ub7ab\ud3fc\uc740 \uc6b4\uc601 \ube44\uc6a9\uacfc \ubcf5\uc7a1\uc131\uc744 \uc904\uc5ec \ub192\uc740 ROI\ub97c \uc2e4\ud604\ud558\ub294 \ub370 \uc77c\uc870\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. Webex\uac00 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\uace0 \uc5d0\uc774\uc804\ud2b8\ub97c \uc288\ud37c\ud788\uc5b4\ub85c\ub85c \uac70\ub4ed\ub098\uac8c \ud558\ub294 \uc5d4\ub4dc \ud22c \uc5d4\ub4dc \uace0\uac1d \uacbd\ud5d8 \uc194\ub8e8\uc158\uc744 \uc5b4\ub5a4 \ubc29\uc2dd\uc73c\ub85c \uc81c\uacf5\ud558\ub294\uc9c0 \uc0b4\ud3b4\ubcf4\uc138\uc694.<\/p>\n<p><iframe loading=\"lazy\" title=\"Every customer journey should end with a solution  |  Webex Customer Experience\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/jt3kktWGe4c?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h2><strong>\uace0\uac1d \uacbd\ud5d8\uc758 \ubbf8\ub798<\/strong><\/h2>\n<p>\uc870\uc9c1\uc758 \uacbd\uc601\uc9c4\uc774 CX\uc5d0 \uc6b0\uc120\uc21c\uc704\ub97c \ub450\uace0 \uc62c\ubc14\ub978 \ud22c\uc790\ub97c \ud55c\ub2e4\uba74 \uae30\uc5c5\uc740 \uace0\uac1d\uacfc\uc758 \uad00\uacc4\ub97c \uac15\ud654\ud558\ub294 \uc5ed\ud560\uc744 \ud558\ub294 \uace0\uac1d \uacbd\ud5d8 \uc0c1\ud638\uc791\uc6a9\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc81c\ub300\ub85c \uad6c\ucd95\ub418\uace0 \uad00\ub9ac\ub418\ub294 \uc62c\ubc14\ub978 CX \ud300\uc740 \ube0c\ub79c\ub4dc\uc5d0 \ubd80\uac00 \uac00\uce58\ub97c \uc9c1\uc811\uc801\uc73c\ub85c \uc81c\uacf5\ud558\ub294 \ub9e4\uc6b0 \uc911\ub300\ud55c \uc790\uc0b0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc2e4\uc81c\ub85c, <a href=\"https:\/\/www.consulting.us\/news\/3444\/executives-say-customer-experience-top-priority-to-spur-growth-in-2020\" target=\"_blank\" rel=\"noopener\">North Highland\uc5d0 \ub530\ub974\uba74<\/a><sup>4<\/sup>, \uae30\uc5c5 \ub9ac\ub354\uc758 87%\ub294 CX\ub97c \uac00\uc7a5 \uc911\uc694\ud55c \uc131\uc7a5 \ub3d9\ub825\uc73c\ub85c \uc0dd\uac01\ud558\ub294 \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \ud68c\uc0ac\uac00 \uc774 \uc601\uc5ed\uc758 \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc788\uc744 \ub9cc\ud07c \uc81c\ub300\ub85c \uc900\ube44\ub418\uc5b4 \uc788\ub2e4\uace0 \uc0dd\uac01\ud558\ub294 \uc0ac\ub78c\uc740 3\uba85 \uc911 1\uba85\uc5d0 \ubd88\uacfc\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c \ubbf8\ud761\ud55c \uc900\ube44 \uc0c1\ud0dc\ub294 \uae30\uc5c5\uc774 \uace0\uac1d \uae30\ub300\uce58\ub97c \ub6f0\uc5b4\ub118\uc744 CX\ub97c \uc2dc\uc791 \ubc0f \uc720\uc9c0\ud558\uae30 \uc704\ud55c \uc81c\ud488, \uc11c\ube44\uc2a4, \uc9c0\uc6d0\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\ub294 \ubca4\ub354\uc640 \ud30c\ud2b8\ub108\uc2ed\uc744 \uccb4\uacb0\ud558\ub294 \uac83\uc774 \uc808\ub300\uc801\uc73c\ub85c \uc911\uc694\ud55c \uc774\uc720\ub97c \uc798 \ubcf4\uc5ec\uc90d\ub2c8\ub2e4.<\/p>\n<p>Webex\uc5d0\uc11c\ub294 \ubbf8\ub798\uc758 \uace0\uac1d\ub4e4\uc774 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd80\uc11c\ub97c \uc0c1\ub300\ud558\ub294 \uc77c\uc744 \ub354 \uc774\uc0c1 \uc8fc\uc800\ud558\uc9c0 \uc54a\uc744 \uac83\uc774\ub77c \uc608\uc0c1\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uace0\uac1d\uc740 \ubb38\uc81c\ub97c \uc2e0\uc18d\ud558\uace0 \uc6d0\ud65c\ud558\uac8c \ud574\uacb0\ud558\uace0\uc790 \uae30\uc5c5\uacfc \uc5f0\uacb0\ud560 \ubc29\ubc95\uc744 \ucc3e\uc744 \uac83\uc785\ub2c8\ub2e4. \ud615\ud3b8\uc5c6\ub294 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \ubc18\ubcf5\uc801\uc73c\ub85c \uacbd\ud5d8\ud55c \uc0ac\ub78c\ub4e4\uc5d0\uac8c\ub294 \uc774\ub7ec\ud55c \uc0dd\uac01\uc774 \ube44\ud604\uc2e4\uc801\uc73c\ub85c \ub4e4\ub9b4\uc9c0\ub3c4 \ubaa8\ub974\uaca0\uc9c0\ub9cc, \uc774\ub294 \uc5c4\uc5f0\ud55c \uc9c0\uae08\uc758 \ud604\uc2e4\uc774\uba70 \ubbf8\ub798\uc5d0\ub3c4 \uc9c0\uc18d\ub420 \uc77c\uc785\ub2c8\ub2e4.<\/p>\n<p>\ubbf8\ub798\uc758 \uace0\uac1d\uc740 \ub354 \uc774\uc0c1 \uc804\ud654\uc0c1\uc73c\ub85c \ubc18\ubcf5\ud574\uc11c \uc790\uc2e0\uc758 \uc2e0\uc6d0\uc744 \uc7ac\ud655\uc778\ud560 \ud544\uc694\uac00 \uc5c6\uc5b4\uc9c8 \uac83\uc785\ub2c8\ub2e4. \ubaa8\ub4e0 \uc811\uc810\uc5d0\uc11c \ubb38\uc81c\ub098 \uc6b0\ub824 \uc0ac\ud56d\uc744 \ubc18\ubcf5 \uc124\uba85\ud558\uc9c0 \uc54a\uc544\ub3c4 \ub420 \uac83\uc785\ub2c8\ub2e4. (<a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">Zendesk\uc758 \uc18c\ube44\uc790 \uc124\ubb38\uc870\uc0ac<\/a>\uc5d0 \ub530\ub974\uba74, \ubc18\ubcf5 \uc808\ucc28\ub97c \uc5c6\uc560\ub294 \uac83\ub9cc\uc73c\ub85c\ub3c4 \uace0\uac1d\uc758 92%\uac00 \ud2b9\uc815 \ud68c\uc0ac\uc5d0 \ub300\ud55c \uc9c0\ucd9c\uc744 \ub298\ub9b4 \uc758\ud5a5\uc774 \uc788\ub2e4\uace0 \ub2f5\ubcc0\ud588\uc2b5\ub2c8\ub2e4.)<sup>5<\/sup> \uace0\uac1d\uc740 \uc804\ud654\ub97c \uac74 \uc774\uc720\uc5d0 \ub300\ud574 \uc124\uba85\uc870\ucc28 \ud558\uc9c0 \uc54a\uc544\ub3c4 \ub420\uc9c0 \ubaa8\ub985\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ubbf8\ub798\uac00 \ubc14\ub85c \uc0c1\ud638 \uc5f0\uacb0\ub418\uc5b4 \uc788\uace0 \ud074\ub77c\uc6b0\ub4dc\uc5d0\uc11c \ud638\uc2a4\ud305\ud558\ub294 AI \uae30\ubc18\uc758 CX \uae30\ub2a5\uc744 \ud1b5\ud574 \uad6c\ud604\ud560 \uc218 \uc788\ub294 \ud658\uacbd\uc785\ub2c8\ub2e4.<\/p>\n<p>\ub354 \ub098\uc740 CX\ub294 \uace0\uac1d\uc5d0\uac8c\ub9cc \uc774\ub85c\uc6b4 \uac83\uc740 \uc544\ub2d9\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4 \uc5d0\uc774\uc804\ud2b8\ub294 AI \ud234, \uc2e4\uc2dc\uac04 \ud611\uc5c5, \uc989\uac01\uc801\uc778 \uace0\uac1d \uc5b4\uce74\uc6b4\ud2b8 \ubc0f \uc5ec\uc815 \ub370\uc774\ud130\ub97c \ud65c\uc6a9\ud558\uc5ec \uc0dd\uc0b0\uc131\uc744 \ub192\uc774\uace0 \ub354\uc6b1 \uc990\uac70\uc6b4 \uc5c5\ubb34\ub97c \ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>Webex Customer Experience \uc194\ub8e8\uc158\uc758 \uad81\uadf9\uc801\uc778 \ubaa9\ud45c\ub294 \ud56d\uc0c1 \ud0c1\uc6d4\ud55c \uace0\uac1d \uacbd\ud5d8\uc744 \uc9c0\uc6d0\ud558\ub294 \ub370 \uc788\uc2b5\ub2c8\ub2e4. Webex\ub294 \uc5d4\ub4dc \ud22c \uc5d4\ub4dc \ubc0f \ubaa8\ub4e0 \ucc44\ub110\uc5d0\uc11c \uace0\uac1d\uc744 \uc704\ud55c \uc6d0\ud65c\ud55c \uc0c1\ud638\uc791\uc6a9 \ud658\uacbd\uc744 \uc81c\uacf5\ud558\ub294 \uac83\uc744 \ubaa9\ud45c\ub85c \ud569\ub2c8\ub2e4.<\/p>\n<blockquote>\n<h4><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\" target=\"_blank\" rel=\"noopener\">Webex\uc5d0\uc11c \uc5b4\ub5a4 \ubc29\uc2dd\uc73c\ub85c \uae30\uc5c5\uc774 \ud0c1\uc6d4\ud55c \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud558\ub294\uc9c0 \uc790\uc138\ud788 \uc54c\uc544\ubcf4\uae30<\/a><\/h4>\n<\/blockquote>\n<p><strong>Enterprise Connect 2022\uc5d0 \ucc38\uc11d\ud560 \uc608\uc815\uc774\uc2e0\uac00\uc694? <\/strong>3\uc6d4 22\uc77c \uc624\ud6c4 2:30\uc5d0 \uc9c4\ud589\ub418\ub294 <a href=\"https:\/\/schedule.enterpriseconnect.com\/session\/ec-theater-2022-session-intelligently-deliver-proactive-hyper-personalized-customer-connections\/887507\" target=\"_blank\" rel=\"noopener\">Intelligently Deliver Proactive, Hyper-Personalized Customer Connections<\/a>(\uc120\uc81c\uc801\uc774\uace0 \uace0\ub3c4\ub85c \uac1c\uc778 \ub9de\ucda4\ud654\ub41c \uace0\uac1d \uc5f0\uacb0\uc744 \uc9c0\ub2a5\uc801\uc778 \ubc29\uc2dd\uc73c\ub85c \uc81c\uacf5\ud558\uae30) \uc138\uc158\uc5d0 \ud568\uaed8 \ucc38\uc5ec\ud574 \ubcf4\uc138\uc694.<\/p>\n<p><strong>\uc790\uc138\ud788 \uc54c\uc544\ubcf4\uae30<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/ko\/%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98\/%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98%ec%9d%98-%ec%84%b8-%ea%b0%80%ec%a7%80-%eb%82%9c%ec%a0%9c%eb%a5%bc-%ed%95%b4%ea%b2%b0%ed%95%98%eb%8a%94-%eb%b0%a9%eb%b2%95\/\">\uace0\uac1d \uacbd\ud5d8\uc758 \uc138 \uac00\uc9c0 \ub09c\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ubc29\ubc95<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/ko\/%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98\/%ec%97%ac%ed%96%89-%eb%b3%b4%ed%97%98-%ec%97%85%ea%b3%84%ec%9d%98-%ec%bb%a8%ed%83%9d-%ec%84%bc%ed%84%b0-%ea%b8%b0%ec%88%a0-%ec%9e%ac%ec%a0%95%ec%9d%98\/\">\uc5ec\ud589 \ubcf4\ud5d8 \uc5c5\uacc4\uc758 &#8216;\ucee8\ud0dd \uc13c\ud130&#8217; \uae30\uc220 \uc7ac\uc815\uc758\u00a0<\/a><\/p>\n<p><a href=\"https:\/\/www.webex.com\/content\/dam\/wbx\/us\/documents\/pdf\/all_new_webex_contact_center_brochure.pdf\">\uc288\ud37c \uc5d0\uc774\uc804\ud2b8\ub97c \ub9cc\ub4e4\uc5b4\ub0b4\ub294 \ucee8\ud0dd \uc13c\ud130\uc758 \uac15\ub825\ud55c \ub370\uc774\ud130 \ub0b4\uc7a5<\/a><\/p>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/about\/corporate-strategy-office\/acquisitions\/imimobile.html\">\uace0\uac1d\uc758 \uc2dc\ub300\uc5d0 \uac78\ub9de\uc740 \ucee8\ud0dd \uc13c\ud130 \ud601\uc2e0<\/a><\/p>\n<p><strong>\ucc38\uace0 \uc790\ub8cc<\/strong><\/p>\n<p><sup>1 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk, CX Trends 2022 Report(2022\ub144 CX \ud2b8\ub80c\ub4dc \ubcf4\uace0\uc11c)<\/a><\/p>\n<p><sup>2 <\/sup><a href=\"https:\/\/www.forrester.com\/predictions\/#guide\">Forrester, Predictions 2022 Guide(2022 \uc804\ub9dd \uac00\uc774\ub4dc)<\/a><\/p>\n<p><sup>3 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk, CX Trends 2022 Report(2022\ub144 CX \ud2b8\ub80c\ub4dc \ubcf4\uace0\uc11c)<\/a><\/p>\n<p><sup>4<\/sup> <a href=\"https:\/\/www.consulting.us\/news\/3444\/executives-say-customer-experience-top-priority-to-spur-growth-in-2020\">North Highland, &#8220;Executives say customer experience top priority to spur growth in 2020(\uacbd\uc601\uc9c4\uc774 \uaf3d\uc740 2020\ub144\uc758 \uc131\uc7a5 \ub3d9\ub825\uc774 \ub420 \uac00\uc7a5 \uc911\uc694\ud55c \uc6b0\uc120\uc21c\uc704\ub294 \uace0\uac1d \uacbd\ud5d8)<\/a>&#8221;<\/p>\n<p><sup>5 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk, CX Trends 2022 Report(2022\ub144 CX \ud2b8\ub80c\ub4dc \ubcf4\uace0\uc11c)<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\ub192\uc544\uc9c0\ub294 \uace0\uac1d \uae30\ub300\uce58 \ud32c\ub370\ubbf9\uc73c\ub85c \uc778\ud574 \ub514\uc9c0\ud138 \ud601\uc2e0\uc774 \uc608\uae30\uce58 \ubabb\ud558\uac8c \uae09\uaca9\ud788 \uac00\uc18d\ud654\ub41c \uc774\ud6c4, \ube44\uc988\ub2c8\uc2a4\uc758 \ubaa8\ub4e0 \uc694\uc18c\uc5d0 \ub300\ud55c \uc0dd\uac01\uacfc \uae30\ub300\uce58\uac00 \ubcc0\ud654\ud558\uae30 \uc2dc\uc791\ud588\uc2b5\ub2c8\ub2e4. [&hellip;]<\/p>\n","protected":false},"author":5578,"featured_media":407598,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1782],"tags":[15099],"class_list":["post-392465","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-1782","tag-customer-journey"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130\uc640 \uace0\uac1d \uacbd\ud5d8(CX)\uc758 \ubbf8\ub798 | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/customer-experience\/cloud-contact-centers\/\" \/>\n<meta property=\"og:locale\" content=\"ko_KR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd \uc13c\ud130\uc640 \uace0\uac1d \uacbd\ud5d8(CX)\uc758 \ubbf8\ub798 | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"\ub192\uc544\uc9c0\ub294 \uace0\uac1d \uae30\ub300\uce58 \ud32c\ub370\ubbf9\uc73c\ub85c \uc778\ud574 \ub514\uc9c0\ud138 \ud601\uc2e0\uc774 \uc608\uae30\uce58 \ubabb\ud558\uac8c \uae09\uaca9\ud788 \uac00\uc18d\ud654\ub41c \uc774\ud6c4, \ube44\uc988\ub2c8\uc2a4\uc758 \ubaa8\ub4e0 \uc694\uc18c\uc5d0 \ub300\ud55c \uc0dd\uac01\uacfc \uae30\ub300\uce58\uac00 \ubcc0\ud654\ud558\uae30 \uc2dc\uc791\ud588\uc2b5\ub2c8\ub2e4. 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