Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced its
Avaya OneCloud™ contact center solutions are enabling kids around
the world to follow Santa Claus as he spreads joy on his journey
Christmas Eve.
Avaya is supporting the North American Aerospace Defense Command
(NORAD) Operations Center at Peterson Space Force Base in Colorado
Springs, Colorado, as they monitor Santa’s whereabouts along his
busy travel route. NORAD uses AI-powered Avaya OneCloud CCaaS
(Contact Center as a Service) – to engage in real-time with
millions of children, of all ages, anxiously wanting to know where
Santa is and when he might reach their homes.
The 66th annual NORAD Tracks Santa provides updates along the
route as Santa soars through the sky Christmas Eve through
Christmas Day on his sleigh with nine reindeer guiding the way.
Last year, despite a minimally staffed operations center to keep
members safe during the pandemic, 175 volunteers answered over
20,000 calls searching for Santa’s location. Available in eight
languages, more than 11 million users visited the NORAD Tracks
Santa website http://www.noradsanta.org last year. At least 12.3
million Amazon Alexa device users asked, “Hey, Alexa. Where’s
Santa?” and more than 12,000 OnStar subscribers requested to track
Santa.
This year due to the pandemic, only a limited number of
volunteers including Avaya employees, will be onsite answering the
NORAD Tracks Santa toll-free number, 1-877-Hi-NORAD
(1-877-446-6723), on Dec. 24 at 4 a.m. MST through 12 a.m. MST,
Christmas Day. NORAD will again utilize a virtual calling center
this year to allow more volunteers to answer calls. However, due to
the expected high call volume, any callers who are unable to reach
a volunteer will receive a recorded update on Santa's current
location. The NORAD Tracks Santa website will showcase Santa’s
North Pole Village, which offers a holiday countdown, games, movie
theater, holiday music, a web store, and more.
Avaya OneCloud 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
across the globe. The same Avaya Government Solutions used by NORAD
Tracks Santa is also deployed by other 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.’
“Avaya has provided its contact center solution for over a
decade making it easy to connect everything and share Santa’s
journey,” said Jerry Dotson, VP, Avaya Government Solutions. “Our
participation in what has become a family tradition for millions
around the world is something we look forward to every year as do
employees who volunteer answering calls from excited children, of
all ages, anxiously awaiting Santa.”
According to NORAD, the call center is the heart of its Tracks
Santa program – one that has become a multi-generational tradition
for families. “We appreciate Avaya’s support helping the program
continue to expand each year,” said Preston Schlachter, NORAD
Tracks Santa Program Manager. “This has become a multi-generational
tradition with families. We receive heartwarming feedback about
this being one of people’s favorite activities to participate in
long after their kids become adults.”
The NORAD Tracks Santa website http://www.noradsanta.org and app
(available in the Apple store and Google Play) feature
family-friendly games, videos, and information about Santa. Details
about Santa’s travels will also be available on December 24 through
social media, including https://facebook.com/noradsanta,
https://twitter.com/NoradSanta,
https://www.instagram.com/noradtrackssanta_official/, and
www.youtube.com/noradtrackssanta.
Learn more about how to Avaya OneCloud can create better
customer experiences through intelligent connections here.
About Avaya Government Solutions
Avaya Government Solutions offers communication and
collaboration solutions to support citizens, government employees
and warfighters. 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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Media Inquiries: Alex Alias alalias@avaya.com
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