Case Study: Norwegian Refugee Council achieves global humanitarian support at scale with Twilio

How the norwegian refugee council built 10+ flex contact centers in 12 months to support refugees across the globe

The Norwegian Refugee Council (NRC) needed to keep delivering humanitarian support during COVID-19, when travel restrictions and social distancing made in-person aid difficult. Working with Twilio, NRC moved its services toward digital channels to better support displaced people across the Middle East, Africa, Asia, and Latin America, using Twilio Flex as part of its new omnichannel approach.

Twilio helped NRC and its partner Zing build more than 10 Flex contact centers in 12 months, creating the Digital Community Hub to manage WhatsApp and webchat communications centrally. The results were substantial: NRC now operates contact centers in 11 countries, reached 27 countries overall, and handles about 500,000 engagements per month. In Libya, a center expected to handle 400 calls a week received more than 20,000 calls in its first two weeks, while Lebanon now supports 30,000 interactions weekly.

Norwegian Refugee Council

Paul Cornu

Emergency Response Adviser