This system was developed to manage complex ordering and inquiry processes in web-based wizards for AT&T Enterprise ordering of new services, billing questions and disputes. Developed a complex routing system to allow regional, expertise and customer specific based routing of requests to a workflow engine, which then monitors and assists the progress of customer care representatives as they proceed with completion of each billing or ordering request. As a result of this project, Concurrent was honored in a half page ad in the Wall Street Journal by AT&T for outstanding customer service.