Description: Moved the voice, call center, and data telecommunications facilities of Staples to their new corporate headquarters.
Project: Staples PBX/ACD/Voice Processing System Engineering and Implementation
Description: Engineered and implemented a PBX/ACD/voice processing system for Staples headquarters.
Client: Internal Revenue Service
Project: IRS ACD Functional Requirements Preparation and Protest Response
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.
Client: Employers Health
Project: PBX/ACD Performance Analysis
Description: Prepared the technical foundation so Employers Health Insurance could challenge the substandard performance of a recently purchased PBX/ACD. The analysis included determining key call center performance parameters and demonstrating these to be far below industry standards for this type of equipment.
Client: US Department of the Treasury
Project: US Department of the Treasury Strategic Networking Plan Development
Description: Developed the voice-data-image strategic communications plan for the Department of the Treasury. This included a comprehensive technology review; a searchable baseline database of Treasury's facilities; and recommendations of services to be used, hardware architectures, and approaches to managing the systems. This report was the baseline for the upgrade of all Treasury networking facilities.
Project: Staples Call Center Engineering and Implementation
Description: Engineered and managed the procurement of a new call center for Staples and its direct marketing arm..
Client: Bridgewater Savings Bank
Project: Bridgewater Savings Bank Network Implementation
Description: Developed a telecommunications plan for Bridgewater Savings Bank and provided guidance for moving the bank's operations center several miles to a new headquarters. Procured a new PBX telephone system and premise distribution system for the new headquarters and networked the bank's location so that they operated as one.
Client: Confidential Client
Project: Call Center Intellectual Property Relevance Analysis
Description: Evaluated the call center patents of a major equipment vendor to determine their relevance to other technologies. This evaluation demonstrated the patents had relevance in telecommunications that was far beyond call centers. The vendor then pursued enforcing the patents in these new areas.
Client: Confidential Client
Project: Call Center Intellectual Property Evaluation
Description: Reviewed 44 ACD and Call Center patents and developed a claims matrix relative to competitors' products.
Client: Portland (ME) Water District
Project: Regional Water District Networking Strategic Plan & Procurement
Description: Prepared a networking strategic plan and procured a telephone system for a metropolitan area water district.