Twilio
Case Studies
Digital Transformation of Humanitarian Aid: Norwegian Refugee Council's Global Contact Centers
Overview
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Digital Transformation of Humanitarian Aid: Norwegian Refugee Council's Global Contact CentersTwilio |
Education Telecommunications | |
Search & Rescue | |
Operational Impact
The implementation of cloud-based communications has had a significant impact on NRC's operations. It has allowed the organization to deliver on its mission to provide help to those displaced by conflict in some of the hardest to reach communities. The results exceeded NRC’s initial expectations, with the newly built contact center in Libya receiving more than 20,000 calls in its first two weeks of operation. The contact center in Lebanon is supporting 30,000 interactions each week. NRC is now able to reach more people faster and with greater efficiency through the digital transformation of humanitarian services. The organization continues to scale and add features to its platforms, like multilingual IVR and message recording, to enhance its program with a range of social, legal, and educational services. | |
Quantitative Benefit
27 countries reached | |
3 million projected monthly interactions | |
10+ contact centers built in one year | |