Avaya comms support Santa-as-a-service tracking

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Communications and collaboration companies supplier Avaya’s OneCloud contact centre companies are enabling children around the globe to observe Father Christmas on his journey this Christmas Eve.

Avaya is supporting the North American Aerospace Defence Command (NORAD) Operations Centre at Peterson Area Drive Base in Colorado Springs, Colorado, because it screens the whereabouts of Santa’s sleigh alongside its journey route.
NORAD makes use of synthetic intelligence-powered Avaya OneCloud contact centre as a service (CCaaS) to have interaction in actual time with hundreds of thousands of kids, of all ages, anxiously desirous to know the place Santa is and when he would possibly attain them.
The 66th annual NORAD Tracks Santa gives updates alongside the route as he travels via the sky together with his 9 reindeer guiding the best way. In 2020, regardless of a minimally staffed operations centre to maintain members protected throughout the pandemic, 175 volunteers answered greater than 20,000 calls looking for Santa’s location.
Obtainable in eight languages, greater than 11 million customers visited the NORAD Tracks Santa website final yr. No less than 12.3 million Amazon Alexa system customers requested, “Hey, Alexa, the place’s Santa?” and greater than 12,000 OnStar subscribers requested to trace him.
This yr, because of the pandemic, solely a restricted variety of volunteers, together with Avaya workers, will probably be onsite answering the NORAD Tracks Santa toll-free quantity, and NORAD will once more use a digital name centre to permit extra volunteers to reply calls.
Nonetheless, because of the anticipated excessive name quantity, any callers who’re unable to achieve a volunteer will obtain a recorded replace on Santa’s present location. The NORAD Tracks Santa web site will showcase Santa’s North Pole Village, which gives a vacation countdown, video games, a film theatre, vacation music and an online retailer.

OneCloud will assist volunteers monitor Santa’s travels and guarantee his security utilizing a radar, satellites, planes and ‘Santa Cams’ strategically positioned worldwide. Volunteers share that info with callers as Santa soars via the night time sky throughout the globe.
The identical Avaya Authorities Options utilized by NORAD Tracks Santa can also be deployed by different authorities businesses. In consequence, it has been examined by the Division of Defence Joint Interoperability Take a look at Command and is licensed to be “Santa-ready”.
In accordance with NORAD, the decision centre is the guts of its Tracks Santa programme – one which has turn into a multi-generational custom for households.
“We admire Avaya’s help, serving to the programme proceed to increase annually,” stated Preston Schlachter, NORAD Tracks Santa’s programme supervisor. “This has turn into a multi-generational custom with households. We obtain heart-warming suggestions about this being one in all individuals’s favorite actions to take part in, lengthy after their children turn into adults.



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