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Avaya to Support NORAD Santa Tracking Program With Contact Center Tech; Jerry Dotson Comments

Avaya to Support NORAD Santa Tracking Program With Contact Center Tech; Jerry Dotson Comments - top government contractors - best government contracting event
Jerry Dotson
Avaya to Support NORAD Santa Tracking Program With Contact Center Tech; Jerry Dotson Comments - top government contractors - best government contracting event
Jerry Dotson

Avaya will deploy its contact center technology platform to support the North American Aerospace Defense Command's annual Tracks Santa program that will kick off Dec. 24.

The Avaya Customer Engagement platform works to help volunteers at the NORAD operations center at Peterson Air Force Base in Colorado track the flight of Santa Claus during Christmas and share the data with callers through the 1-877 HI-NORAD hotline, the company said Tuesday.

The system from Avaya's government solutions business is designed to handle web chats, text messages and customer calls in support of airlines, health systems and banks.

Jerry Dotson, vice president of Avaya Government Solutions, said the company is proud to support NORAD Tracks Santa and aims to help the program set a new record this year as volunteers work to meet the needs of callers.

At least 1,400 volunteers responded to 154,192 hotline calls from the U.S., Canada, U.K., Japan and other countries in 2016.

The NORAD Tracks Santa program also recorded 56 million page views and 10.7 million unique online visitors from more than 200 countries last year.

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Written by Jane Edwards

is a staff writer at Executive Mosaic, where she writes for ExecutiveBiz about IT modernization, cybersecurity, space procurement and industry leaders’ perspectives on government technology trends.

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