Avaya OneCloud™ CCaaS solutions enable NORAD to handle over 2 calls every
second to the NORAD Track’s Santa Hotline on Christmas
Eve
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, is once again sharing
its holiday spirit as well as its technology, to help track Santa
Claus’ journey across the night sky on Christmas Eve, supporting
tens of thousands of calls from children of all ages who eagerly
await his visit.
Avaya OneCloud CCaaS contact center solutions support millions
of customer calls, web chats, and texts around the world every day,
serving healthcare systems, educational institutions, the largest
banks and government agencies. This Christmas, Avaya will be
sharing its multiexperience contact center technology to support
the North American Aerospace Defense Command (NORAD) Operations
Center at Peterson Air Force Base in Colorado Springs, Colorado so
that children around the world can follow Santa and his reindeer’s
annual journey of joy and double check his safety during the
extensive night of global travel.
The 65th annual NORAD Tracks Santa, will begin December 24
through Christmas Day, December 25 and will provide real-time
updates on Santa’s progress. The NORAD Tracks Santa call center is
being adapted due to ongoing public health concerns due to an
increase in COVID-19 cases. This year, only a small number of
volunteers will be answering the NORAD Tracks Santa toll-free
number, 1-877-Hi-NORAD. Santa’s trackers all over the world who
cannot reach one of these volunteers will receive a recorded update
on Santa's current location.
“At Avaya we know every call and every experience matters –
whether it’s an eager child impatiently waiting for that perfect
gift from Santa, a Navy officer on an aircraft carrier sending
birthday greetings to his grandfather or families getting together
virtually this season,” said Jerry Dotson, VP, Avaya Public Sector.
“The capability to create meaningful connections across a variety
of platforms makes for happier customers and a happier holiday
season. We are proud to serve so many, including the NORAD Tracks
Santa program, and pleased that our technology continues to help
spread cheer across the globe.”
During the 20-hour period in 2019, more than 1,500 hotline
volunteers answered more than 154,000 calls to the NORAD Tracks
Santa 1-877 HI-NORAD hotline. The NORAD Tracks Santa website,
available in eight languages, received 15 million visitors. Santa
trackers asked their Alexa devices “Hey, Alexa, where’s Santa?” 1.8
million times and more than 15,800 people requested to track Santa
through OnStar.
Avaya customer experience technology safely helps volunteers
carefully monitor Santa’s travels and ensure his safety using
radar, satellites, planes and ‘Santa Cams’ strategically positioned
worldwide. Volunteers share that information with callers as Santa
soars through the night sky. The same Avaya Public Sector solutions
used by NORAD Tracks Santa are also deployed by other key
government agencies. As a result, it has been extensively tested by
the Department of Defense Joint Interoperability Test Command
(JITC) and is certified to be ‘Santa-ready.’
“NORAD Tracks Santa is a time-honored tradition and is special
to all of us in the NORAD family,” said Preston Schlachter, NORAD
Tracks Santa Program Manager. “We are excited to celebrate our 65th
anniversary of tracking Santa while finding new solutions to allow
our volunteers to safely answer calls. We appreciate everything
Avaya and our incredible team of corporate partners is doing to
keep the magic alive this year.”
Santa trackers can visit http://www.noradsanta.org/ or use new
mobile apps to get up-to-the-minute Santa statistics. The NORAD
Tracks Santa website also features family-friendly games, videos
and information about Santa. Details about Santa’s travels will
also be available on December 24 through social media,
including:
- www.youtube.com/noradtrackssanta
- https://twitter.com/NoradSanta
- www.facebook.com/noradsanta
- https://www.instagram.com/noradtrackssanta_official/
Additional Resources
- Learn more about Avaya OneCloud CCaaS solutions.
- Read how Avaya is Identified as a Leader in Aragon Research
Globe™ for Intelligent Contact Center based on the company’s
completeness of strategy and performance.
- See how Avaya Government Solutions can help you transform your
government for the digital age.
- Learn how Avaya is Recognized for Creating Innovative Customer
Experiences.
About Avaya Public Sector
Avaya Public Sector offers communication and collaboration
solutions to support citizens, government employees and agencies.
With our technology and professional services team, agencies can
bring the right people together with the right information at the
right time. For more information, visit www.avayagov.com.
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com
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Source: Avaya Newsroom
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