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      Dr. Lakshmi Mohan

The Routing Software - Cisco’s Global Service Logistics System

One of the few shrunk-wrapped application used by Cap One

… Most software custom-built in-house

Everyone will say they use GSL the same way we do, but I think we use it more intelligently than they do.

We use many more attributes in judging where the call goes.

And we gather more data about that call than anyone else does

AND, we use that data as a basis for creating decision rules in our applications. - VP of Customer Relations

Examples:

1.

Do you routinely call from your boyfriend’s phone – the number  for which is not on file at Capital One? Eventually, the computer will figure out that his number should be in your CIF.

2.

What language do you prefer to do business in? System will learn that and route calls accordingly.

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