Call center

Call center solution helps track Santa's sleigh

On Christmas Eve, volunteer Santa trackers at the North American Aerospace Defense Command (NORAD) will be answering the one question every child would like to ask: 'Where is Santa Claus?'

Last year, the NORAD Tracks Santa operations center at Peterson Air Force Base in the US received more than 80,400 calls on Christmas Eve from families around the world. This year, approximately 1,200 volunteer Santa trackers will man the toll-free 1-877-HI-NORAD Santa hotline.

The center uses Avaya's real-time voice communications to  route and answer the calls. The Avaya Aura software and hardware have also been tested and certified by the Department of Defense Joint Interoperability Test Command (JITC) to ensure security and reliability for "missions such as this, when failure is not an option.'

The NORAD Tracks Santa program began in 1955 after a youngster dialed a misprinted telephone number for a Santa hotline, and instead reached a helpful commander at the Continental Air Defense Command Operations Center in Colorado Springs, Colorado.
"For over 55 years, NORAD has answered the phone calls of excited children from around the world and helped them track Santa Claus and his reindeer. Avaya is a long-time contributor to the NORAD Tracks Santa program and is proud to once again help NORAD deliver some magic and wonder for the holidays," said Steve Derr, vice president of DoD sales and sales engineering, Avaya Government Solutions.