“With CXM® in place and call recording and quality monitoring transactions, we can quickly review the conversation to ensure that the correct amount was transferred to the right account," said Dena Lee. "SNB is committed to excellence in customer service and Co-nexus' cxm® technology has helped us to achieve these goals.”
opportunity
Located in Sugarland, Texas, with branch offices across the state, Southern National Bank of Texas (SNB) provides comprehensive banking services to its corporate and individual customers. These services include financial transactions executed through telephone conversations between customers and bank employees. It is critical to banking operations that these telephonic transactions are documented in case of a discrepancy.
solution
CXM® made it possible for the bank to automatically record all conversations of bank employees engaged in telephonic financial transactions.
results
With every telephone transaction recorded and permanently archived, discrepancies regarding dollar amounts were virtually eliminated.
For more information about Southern National Bank go
to www.snbtx.com
