As cofounder and CEO of MainTrax, I help organizations harness speech analytics technology to optimize contact center performance, regardless of technology platform. My firm specializes in developing complex business rules using linguistic and prosodic language patterns present in recorded conversations, then generates customized business intelligence and actionable insights. MainTrax solutions have harnessed a dozen different speech technologies at work in hundreds of speech-vendor and end-user projects. Free of allegiance to any one company, we are recognized as an independent voice in the speech analytics industry and was named an Ernst & Young Entrepreneur of the Year finalist. We have facilitated numerous workshops, are a sought-after conference presenter, and have been published in a number of industry trade journals.