Namrata Thakkar Email & Phone Number

Santa Clara, California, United States

Liveops is a cloud contact center that let’s companies manage their customer interactions across traditional voice, sms, email, chat and social channels. I worked on the building several admin/agent facing applications for voice channel for most of my time at Liveops. I started off as an individual contributor, and over the years have worked on several pieces that included PCI Compliance, third party integrations for agent gamification, orders placing systems, and credit-card authorizations. I was promoted regularly and recently I am leading several scrum teams, responsible for developing applications for scheduling agent work hours, customer call routing/flows, on-screen script pops, agent invoicing, agent performance dashboards, call auditing, outbound dialers, and transcriptions.

RightNow Technologies, now part of Oracle offers automated solutions to enable voice access to enterprise information and services. I was involved in complete product life cycle including design, coding, testing, and release deployment. Most of the work here was in Java, JSP, Servlets, and VoiceXML.ASR (Automated Speech Recognition) Applications:• Developed several ASR applications in various business sectors such as Banking (allowing customers to check balances, do transfers etc.), Order Tracking Systems which involved third party integrations with UPS, USPS, FedEx etc. • Developed Store Locator application that allows anyone with a phone to find out a convenient store location by products, services or proximity. • Developed Incident Reporting application that records customer’s issues into the Incident tracking system (RightNow CRM) for follow-up, regardless of the contact method used (Email/Phone). I developed incident record creation, submission and providing caller with tracking number, allowed for voicemail recording, which gets submitted as an attachment during incident creation. It also allowed custom data collection using N-level menus, and had multiple interfaces for incident submission (XML, HTTP, Email).

Ms, Computer Science

Be, Computer Engineering

Diploma, Computer Technology