SANTA CLARA, Calif.--(BUSINESS WIRE)--This Christmas, Avaya Holdings Corp. (NYSE: AVYA) is using its industry-leading contact center solutions to help track Santa’s progress and ensure his safety as he travels the skies spreading good cheer around the world. The 63rd annual NORAD Tracks Santa, begins December 24 through Christmas Day, December 25, with thousands of volunteers staffing the NORAD hotline to answer tens of thousands of calls from children of all ages tracking Santa’s progress.
During the 20-hour period in 2017, more than 1,500 hotline volunteers answered a record 126,103 calls to the NORAD Tracks Santa 1-877 HI-NORAD hotline. The NORAD Tracks Santa website, available in eight languages, received 18 million visitors. 1.5 million people asked their Alexa devices “Hey, Alexa, where’s Santa?” and more than 3 million people tracked Santa on the ‘NORAD Tracks Santa Claus’ app.
The mission critical Avaya customer engagement technology, which supports the North American Aerospace Defense Command (NORAD) Operations Center at Peterson Air Force Base in Colorado Springs, Colo., 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 skies 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’s contact center solutions handle millions of customer calls, web chats, and texts around the world each day, serving the largest banks, health systems, airlines and government agencies.
“Each click, call, email, and social media post counts in a customer’s journey and each touch must be met with complete satisfaction no matter who or where,” said Jerry Dotson, VP, Avaya Government Solutions. “The capability to handle interactions across a variety of platforms makes for happier customers and constituents. Each interaction could be a child calling Santa to find out how far away he is, a solider sending holiday greetings to his family or a customer calling a bank’s call center agent to see if a check cleared–All interactions matter. We are proud to serve so many, including the NORAD Tracks Santa program.”
“We are hoping for another record setting year for NORAD Tracks Santa and a delightful experience for each and every caller and volunteer,” said Major Mark Lazane, NORAD Tracks Santa Program Manager. “As we know each call matters, so we’re happy to have Avaya’s trusted technology behind us ensuring that we can support the hundreds of thousands of calls and interactions jammed into a short 24 hour period.”
The NORAD Tracks Santa Web site 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 and https://www.instagram.com/noradtrackssanta_official/ .
The 1-877-HI-NORAD (1-877-446-6723) hotline is scheduled to start at 4 a.m. MST on Dec. 24 and end on 12 a.m. MST, Christmas morning.
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.
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.
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Source: Avaya Newsroom