Greg Borton, Managing Partner, Listening Methods

Mr. Borton has founded several companies with his product lines being acquired by Intel and Avaya. He has been on the advisory board of six start-up companies in the contact center, CRM and analytics markets, including Witness, Blue Pumpkin, Utopy, Beyond Access, Contactual, and ISense. His hands-on experience includes projects and implementations across a range of industries.

Previous to Listening Methods, Mr. Borton served as the VP of Customer Solutions for a speech analytics start-up, Utopy, implementing solutions at over 15 companies, including ELOAN, HSBC, Northern Trust, Dell, and Fidelity.

He launched his career at Digital Equipment Corporation, where he is credited, with several others, with inventing and shipping the first CTI products available on the market.  This became the CT-Connect product line at Intel. He then founded and served as CEO of Nabnasset Corporation, a CTI middleware software products company. With an installed base of over 130 sites in large financial, manufacturing, and service organizations, Mr. Borton sold Nabnasset.  This software is now Avaya’s Interaction Server product set.He also founded and is the Chairman of Primary Matters, providing activity-based costing, budgeting, resource requirement and scenario management tools. This software has become part of the management portfolio of players such as Johnson & Johnson, Wells Fargo, Blackbox, American Honda, Alltel and twenty other companies.

Mr. Borton is a graduate of Harvard University, cum laude, in the sciences.

Susan Cohen, Senior Consultant, Director of Business Analysts

Ms. Cohen has been involved in sales, management and consulting roles across several customer-centric companies, providing services in a range of industries.

At several companies, Ms. Cohen was the VP of Marketing and Sales, helping successfully grow start-up organizations into the multi-million dollar ranges. These included Nabnesset Corporation and Hey!, both software solutions for the customer contact industries.

At UpSource, Ms Cohen focussed on providing customer service solutions and customer analytics data to her customers, including in-depth reason code analysis, sales process development and implementations as well as sales strategies.

Ms. Cohen is a graduate of Brandeis University with both BA and Masters degrees.