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Sleigh Bells are Ringing, Santa is Coming and Avaya is Helping You Track His Journey to Your Town
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Avaya (NYSE: AVYA) announced its participation in the 66th annual NORAD Tracks Santa program, supporting the North American Aerospace Defense Command to track Santa's journey on Christmas Eve. Utilizing Avaya OneCloud™ contact center solutions, the initiative allows real-time engagement with millions of children worldwide. Due to the pandemic, staffing is limited this year, but a virtual center will help manage high call volumes. In 2020, over 20,000 calls were answered, showcasing Avaya's ongoing commitment to innovative communication solutions.
Positive
Avaya is leveraging its OneCloud contact center solutions for the annual NORAD Tracks Santa program, enhancing user engagement during the festive season.
The program has historically shown strong participation, with over 20,000 calls answered last year, signaling high interest and community involvement.
Negative
Due to pandemic restrictions, volunteer numbers are limited this year, potentially impacting the number of calls answered.
Increased call volume may lead to delays in reaching a volunteer, with some callers receiving recorded updates instead.
RALEIGH-DURHAM, N.C.--(BUSINESS WIRE)--
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.”
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.
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
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What is Avaya's involvement with NORAD for Christmas 2023?
Avaya is using its OneCloud contact center solutions to support the NORAD Tracks Santa program, enabling real-time Santa tracking for millions of kids.
How many calls did NORAD receive last year during the Santa tracking event?
Last year, NORAD received over 20,000 calls during the Santa tracking event.
What are the expected changes for NORAD Tracks Santa in 2023?
Due to pandemic restrictions, volunteer involvement is limited, and a virtual calling center will help manage high call volumes.
What technology does Avaya use to support the NORAD Tracks Santa program?
Avaya uses its OneCloud CCaaS solutions to facilitate communication and engagement during the NORAD Tracks Santa program.
How has Avaya contributed to NORAD Tracks Santa over the years?
Avaya has been providing its contact center solutions for over a decade, helping NORAD enhance the experience for callers.
