Description: Directed the needs analysis for an ACD/voice processing system for a major Federal Government agency, prepared the technical foundation for the procurement, and assisted in the evaluation of the proposals. This was the largest ACD procurement of the 1990's. The proposal analysis included the technical foundation for rejecting a major protest by a bidder.
Description: Performed a traffic study of the Internal Revenue Service's Toll Free (800) Service. The study determined the current grade of service and demonstrated areas where improvements were required.