Bernhard Suhm is Director of Analytical Services at CallMiner. He leads a team that guides guides customers in applying Eureka speech analytics to increasing compliance, sales, collections and operational efficiency. Previously he co-developed a whole call analytics methodology and led a professional services team at Raytheon BBN Technologies. He has published papers on leveraging analytics to improve usability, work flows and user experiences. His PhD research at Carnegie Mellon University focused on speech recognition and multimodal user interfaces.