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News : Avaya-Powered Hotline Helps NORAD Manage Calls from Eager Boys and Girls

#contactcenterworld, @Avaya, @noradnorthcom

Santa Clara, CA, USA, Dec 15, 2016 -- Boys and girls eager to follow Santa's Christmas Eve travels will be calling a trusted source for timely information: the NORAD Tracks Santa hotline. Poised to answer their most pressing questions, including Santa's estimated arrival time to the amount of weight he gains eating cookies throughout the long night, will be nearly 1,500 volunteers.

Volunteers will use Avaya Customer Engagement technology to respond to the children of all ages who are expected to flood the hotline with calls. 

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Calls fielded by the volunteers staffing the NORAD Tracks Santa hotline have grown steadily to an estimated 691,000 since Christmas 2009. In 2015, calls from all over the globe during a single 23-hour period set a new record of 141,000 calls, topping the 2014 record of 134,970. Volunteers will be at their posts again this year from 4 a.m. MST (6 a.m. EST) on December 24 through the early morning hours of December 25.

NORAD Tracks Santa began more than 60 years ago with a simple typo. A department store ad promoting a December 24 Santa hotline mistakenly listed the number of an air defense operations center in Colorado. Colonel Harry Shoup was on duty that night. Rather than hanging up, he had his team "check the radar," find Santa's location and share the information with every child who called. Since then, thousands of volunteers and corporate contributors have helped NORAD keep the magic alive -- turning the program into an enduring and beloved annual tradition.

As this year's wait for Santa begins, NORAD has posted family-friendly games, videos and information about Santa at www.noradsanta.org. 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/.

"We are very proud to have our technology serve the world's children, many of whom have the same question -- "Where's Santa?" Avaya Government Solutions is pleased to help the North American Aerospace Defense Command keep the NORAD Tracks Santa tradition alive for Santa fans around the globe. Every day, we are proud to support NORAD's overall mission."

-- Jerry Dotson, VP, Avaya Government Solutions

#contactcenterworld, @Avaya, @noradnorthcom 

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwired.com


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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About NORAD:
Company LogoNorth American Aerospace Defense Command is a combined organization of the United States and Canada that provides aerospace warning, air sovereignty, and defense for Northern America. Headquarters for NORAD and the NORAD/United States Northern Command (USNORTHCOM) center are located at Peterson Air Force Base in El Paso County, near Colorado Springs, Colorado.
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Today's Tip of the Day - 5 More Ways To Start Motivating Agents Today!

Read today's tip or listen to it on podcast.

Published: Friday, December 16, 2016

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2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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