ํ—ค๋“œ์…‹์„ ์ฐฉ์šฉํ•˜๊ณ  ๊ณ ๊ฐ ์‘๋Œ€ ์„œ๋น„์Šค๋ฅผ ํ•˜๋Š” ์ง์›๋“ค

Customer eXperience Platform

๋””์ง€ํ„ธ ์‹œ๋Œ€์˜ ์„ฑ๊ณต์€ ๊ณ ๊ฐ์„ ์–ผ๋งˆ๋‚˜ ๊นŠ์ด ์ดํ•ดํ•˜๊ณ  ๋งŒ์กฑ์‹œํ‚ค๋Š”์ง€์— ๋‹ฌ๋ ค์žˆ์Šต๋‹ˆ๋‹ค.
์ฝ˜์„ผํŠธ๋ฆญ์Šค TPE๋ณธ๋ถ€๋Š” Salesforce.com๊ณผ Adobe Experience Cloud๋ผ๋Š” ์„ธ๊ณ„ ์ตœ๊ณ  ์ˆ˜์ค€์˜ ์†”๋ฃจ์…˜ ๊ณต์‹ ์ปจ์„คํŒ… ํŒŒํŠธ๋„ˆ๋กœ์„œ, ๊ณ ๊ฐ ๊ฒฝํ—˜(Customer Experience)์„ ํ˜์‹ ํ•˜๊ณ  ๋น„์ฆˆ๋‹ˆ์Šค ์„ฑ์žฅ์„ ์ด๋Œ์–ด ๋‚˜๊ฐ€๋Š” ์ „๋ฌธ๊ฐ€ ๊ทธ๋ฃน์ž…๋‹ˆ๋‹ค.

Salesforce์™€ Adobe Experience Cloud์˜ ๊ณต์‹ ํŒŒํŠธ๋„ˆ ๋กœ๊ณ 

Sales Cloud, Service Cloud

์ฝ˜์„ผํŠธ๋ฆญ์Šค๋Š” ์„ธ์ผ์ฆˆํฌ์Šค ๊ณต์‹ ์ปจ์„คํŒ… ํŒŒํŠธ๋„ˆ๋กœ์„œ,
๋‹ค๋…„๊ฐ„์˜ Sales cloud, Service cloud ํ”„๋กœ์ ํŠธ ๊ฒฝํ—˜๊ณผ AI ๊ธฐ๋ฐ˜ ๊ณ ๊ฐ ๊ฒฝํ—˜ ํ˜์‹  ์—ญ๋Ÿ‰์„ ๋ณด์œ ํ•˜๊ณ  ์žˆ์œผ๋ฉฐ. ๋‹ค์–‘ํ•œ ์‚ฐ์—…์˜ ํŠน์ˆ˜์„ฑ์„ ์ดํ•ดํ•˜๊ณ , ๊ณ ๊ฐ ์—ฌ์ •์„ ์ค‘์‹ฌ์œผ๋กœ ํ•œ ๋””์ง€ํ„ธ ์ „ํ™˜์„ ์„ฑ๊ณต์ ์œผ๋กœ ์ด๋Œ์–ด๊ฐ€๊ณ  ์žˆ์Šต๋‹ˆ๋‹ค.

์˜์—… ์ƒ์‚ฐ์„ฑ์„ ๊ทน๋Œ€ํ™”ํ•˜๋Š” Sales Cloud

  • Sales Cloud๋ฅผ ํ†ตํ•ด ์˜์—… ํŒŒ์ดํ”„๋ผ์ธ ๊ด€๋ฆฌ, ๋ฆฌ๋“œ ์ถ”์ , ์„ฑ๊ณผ ๋ถ„์„์„ ์ž๋™ํ™”ํ•˜์—ฌ ์˜์—…ํŒ€์˜ ์ƒ์‚ฐ์„ฑ์„ ๊ทน๋Œ€ํ™”ํ•ฉ๋‹ˆ๋‹ค.

ํšจ์œจ์ ์ธ ๊ณ ๊ฐ ์‘๋Œ€๋ฅผ ์ง€์›ํ•˜๋Š” Service Cloud

  • Service Cloud๋ฅผ ํ†ตํ•ด ์˜ด๋‹ˆ์ฑ„๋„ ๊ณ ๊ฐ ์ง€์›, ์ƒ๋‹ด์› ์ƒ์‚ฐ์„ฑ ํ–ฅ์ƒ, ์…€ํ”„ ์„œ๋น„์Šค ํฌํ„ธ ๊ตฌ์ถ• ๋“ฑ์„ ์ง€์›ํ•˜์—ฌ ๊ณ ๊ฐ ๋งŒ์กฑ๋„๋ฅผ ๋†’์ด๊ณ  ํšจ์œจ์ ์ธ ๊ณ ๊ฐ ์„œ๋น„์Šค๋ฅผ ๊ฐ€๋Šฅํ•˜๊ฒŒ ํ•ฉ๋‹ˆ๋‹ค.
Sales Cloud์™€ Service Cloud๋ฅผ ์„ค๋ช…ํ•˜๋Š” ๋น„์ฆˆ๋‹ˆ์Šค ์—ฌ์„ฑ ๋ชจ๋ธ

SF CREAM

SF CREAM(Salesforce Customer Relationship Engagement Application Module)์€ ์„ธ์ผ์ฆˆํฌ์Šค๋‹ท์ปด ์†”๋ฃจ์…˜์„ ๊ธฐ๋ฐ˜์œผ๋กœ ํ•œ ์ปจํƒ์„ผํ„ฐ ์šด์˜์†”๋ฃจ์…˜์ž…๋‹ˆ๋‹ค. ์ฝ˜์„ผํŠธ๋ฆญ์Šค์˜ ๊ธ€๋กœ๋ฒŒ ์ปจํƒ์„ผํ„ฐ ์šด์˜ ๋…ธํ•˜์šฐ๊ฐ€ ์ง‘๋Œ€์„ฑ ๋˜์–ด ์ƒ๋‹ด ๊ด€๋ฆฌ์ž์™€ ์ƒ๋‹ด์›์˜ ์—…๋ฌด ์ƒ์‚ฐ์„ฑ ์ฆ๋Œ€ ๋ฐ ๊ด€๋ฆฌ ํšจ์œจ์„ฑ์— ์ดˆ์ ์ด ๋งž์ถฐ์ง„ ๋ชจ๋“ˆํ˜• ์†”๋ฃจ์…˜ ์ž…๋‹ˆ๋‹ค.

  • ์ƒ๋‹ด์—…๋ฌด์— ํ•„์š”ํ•œ CTI (Computer Telephony Integration)
  • ๋ฌธ์ž์™€ ์นด์นด์˜คํ†ก ๋“ฑ ๋ฉ”์„ธ์ง•
  • ์ด๋ฉ”์ผ
  • Chat Bot ๊ณ ๊ฐ ์…€ํ”„์„œ๋น„์Šค

Agentforce

์ฝ˜์„ผํŠธ๋ฆญ์Šค๋Š” ์„ธ์ผ์ฆˆํฌ์Šค Agentforce ์†”๋ฃจ์…˜์„ ๊ธฐ๋ฐ˜์œผ๋กœ ๊ณ ๊ฐ์‚ฌ์˜ AX ์ „ํ™˜์„ ์„ฑ๊ณต์ ์œผ๋กœ ์ง€์›ํ•˜๊ณ  ์žˆ์Šต๋‹ˆ๋‹ค.

Agentforce AI ์—ญ๋Ÿ‰

  • ๊ฒ€์ฆ๋œ ์ธ๋ ฅ์œผ๋กœ ๊ตฌ์„ฑ๋œ AgentforceํŒ€์„ ๋ฐ”ํƒ•์œผ๋กœ ์ฐฝ์˜์ ์ด๊ณ  ์•ˆ์ •์ ์ธ AIํ™˜๊ฒฝ์„ ๋งŒ๋“ค ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

๋งž์ถคํ˜• AI์ปจ์„คํŒ… ์ œ๊ณต

  • ์ฝ˜์„ผํŠธ๋ฆญ์Šค๋Š” ๋‹ค์–‘ํ•œ ์‚ฐ์—…๋ถ„์•ผ๋ฅผ ๋Œ€์ƒ์œผ๋กœ AI๊ธฐ๋ฐ˜ DTํ˜์‹ ์„ ์œ„ํ•œ ๋งž์ถคํ˜• ์ปจ์„คํŒ…์„ ์ œ๊ณตํ•ด ๋“œ๋ฆฝ๋‹ˆ๋‹ค.
Agentforce ์†”๋ฃจ์…˜์˜ ์ธํ„ฐํŽ˜์ด์Šค

Adobe Experience Cloud

์ฝ˜์„ผํŠธ๋ฆญ์Šค๋Š” Adobe Experience Cloud ๊ธฐ๋ฐ˜์˜ ๋””์ง€ํ„ธ ๊ณ ๊ฐ ๊ฒฝํ—˜ ์ „๋ฌธ ๊ธฐ์—…์œผ๋กœ ์•„๋ž˜ ์„œ๋น„์Šค๋ฅผ ์ œ๊ณตํ•ฉ๋‹ˆ๋‹ค

  • Adobe Analytics๋ฅผ ํ™œ์šฉํ•œ ๋ฐ์ดํ„ฐ ๋ถ„์„
  • Adobe Target์„ ํ™œ์šฉํ•œ ๊ฐœ์ธํ™” ๋ฐ A/B ํ…Œ์ŠคํŠธ
  • Adobe Campaign์„ ํ™œ์šฉํ•œ ์บ ํŽ˜์ธ ์ž๋™ํ™”
  • Adobe Real-Time CDP๋ฅผ ํ™œ์šฉํ•œ ์‹ค์‹œ๊ฐ„ ๊ณ ๊ฐ ํ†ตํ•ฉ/๋ถ„์„
Adobe Experience Cloud ์†”๋ฃจ์…˜์˜ ์ธํ„ฐํŽ˜์ด์Šค

  • ์ „๋žต ํ”Œ๋žซํผ

    Salesforce ยท Adobe Experience Cloud

  • ๋ฐ์ดํ„ฐ & ์˜ค์ผ€์ŠคํŠธ๋ ˆ์ด์…˜

    CDP ยท Real-time Profile ยท Segmentation / Consent / Privacy Management ยท Omnichannel Journey Orchestration ยท Trigger / Rule-based Personalization

  • ํ•ต์‹ฌ ๊ธฐ๋Šฅ & ํ†ตํ•ฉ

    Sales Cloud(SFA) ยท Service Cloud( Contact Center, Field service ) ยท Agent Force ยท CREAM( salesforce.com ํŒจํ‚ค์ง€, CTI/๋ฌธ์ž/์นด์นด์˜ค์ƒ๋‹ดํ†ก ) ยท Campaign Automation ยท Experimentation ยท Attribution ยท Dashboard, DXP ยท Commerce ยท Contact Center ยท Ad-Tech ์—ฐ๋™