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Twilio > 实例探究 > 人道主义服务的数字化转型：NRC 如何建立 10 多个 Flex 联络中心来支持流离失所者

Digital Transformation of Humanitarian Aid: Norwegian Refugee Council's Global Contact Centers

适用行业

教育
电信

用例

搜救

挑战

在持续的暴力冲突、日益严重的饥饿和其他人道主义危机中，COVID-19 使全球超过 8000 万流离失所者本已脆弱的局势雪上加霜。全球旅行限制和安全措施阻止组织亲自提供援助。

关于客户

NRC 是一个独立的人道主义组织，每年向中东、中美洲、亚洲和非洲的数百万人提供紧急和长期援助。

解决方案

挪威难民理事会 (NRC) 与 Twilio 和 Zing 合作，实现其服务的数字化转型。他们开发了数字社区中心 (DCH)，并在 12 个月内使用 Flex 建立了 10 多个联络中心。这使他们能够快速扩展运营并集中管理 WhatsApp 和网络聊天渠道的通信。

运营影响

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.

数量效益

27 countries reached
3 million projected monthly interactions
10+ contact centers built in one year

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