{"id":14101,"date":"2025-07-25T14:42:43","date_gmt":"2025-07-25T14:42:43","guid":{"rendered":"https:\/\/www.unhcr.org\/digitalstrategy\/?page_id=14101"},"modified":"2026-02-09T10:00:57","modified_gmt":"2026-02-09T10:00:57","slug":"contact-centre","status":"publish","type":"page","link":"https:\/\/www.unhcr.org\/digitalstrategy\/the-digital-gateway\/contact-centre\/","title":{"rendered":"Contact Centre"},"content":{"rendered":"

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UNHCR Digital Gateway Contact Centre<\/h1>\n

Connecting People, Easing Access, and Strengthening Protection<\/h3>\n

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The UNHCR Digital Gateway Contact Centre<\/span><\/span><\/strong> is a transformative communication platform that makes it easier for forcibly displaced and stateless people to reach UNHCR \u2013 and for UNHCR and partners to respond faster, more consistently, and more effectively.<\/span><\/span>\u00a0<\/span><\/p>\n

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What It Does<\/h2>\n

The Contact Centre integrates multiple communication channels\u2014such as phone, SMS, WhatsApp, email, and even face-to-face interactions\u2014into a unified platform.<\/p>\n

Whether people reach out through a mobile phone, an online portal, or in person, their messages reach the right place.<\/p>\n

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Why It Matters<\/h2>\n

For people forced to flee: <\/strong>
Displaced individuals can contact UNHCR through channels they already trust and are easily accessible to them, making it easier and safer to ask questions, seek help, or share feedback.<\/p>\n

For humanitarian responders: <\/strong>
Staff and partners get a single, clear view of all incoming requests, making it easier to respond, follow up, and collaborate across teams.<\/p>\n

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How the Contact Centre works<\/h2>\n

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Phone, WhatsApp, SMS, email, in-person visits, and online portals\u2014selectable based on local needs.<\/p>\n

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Structured routing and categorisation help direct interactions to the appropriate teams, supporting timely and accurate responses. Interactive Voice Response (IVR) allows callers to select their preferred language and the type of support they need.<\/p>\n

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Each interaction is logged, categorized, and assigned for follow-up, supporting continuity, reducing duplication, and ensuring that interactions are not lost across platforms.<\/p>\n

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Dashboards and reporting tools provide visibility on volumes, trends, and response patterns, identifying gaps and closing the feedback loop.<\/p>\n

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A central searchable repository of verified information ensures people receive accurate and consistent responses and can be easily updated.<\/p>\n

[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ custom_padding_last_edited=”on|phone” next_background_color=”#ebf2eb” _builder_version=”4.27.4″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” custom_padding=”200px||129px||false|false” custom_padding_tablet=”100px||||false|false” custom_padding_phone=”40px||||false|false” top_divider_style=”wave2″ top_divider_color=”#fbeae7″ top_divider_height=”200px” top_divider_flip=”vertical” top_divider_style_last_edited=”off|phone” top_divider_height_tablet=”100px” top_divider_height_phone=”40px” top_divider_height_last_edited=”on|phone” bottom_divider_style=”wave2″ locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” width=”60%” custom_padding=”||3px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” header_2_font=”|700|||||||” header_2_font_size=”30px” custom_margin=”||17px|||” custom_padding=”18px|||||” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

Built for humanitarian contexts<\/h2>\n

[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” width=”80%” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

The Digital Gateway Contact Centre is designed to operate across a wide range of humanitarian settings. It can be implemented as part of the broader Digital Gateway or deployed independently by operations, depending on context, capacity, and priorities.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ use_custom_gutter=”on” gutter_width=”2″ _builder_version=”4.27.4″ _module_preset=”default” custom_padding=”38px|||||” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Can operate without needing access to full case management systems” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”200%” _builder_version=”4.27.4″ _module_preset=”default” header_line_height=”1.4em” body_font_size=”17px” background_color=”#E4E1D9″ image_icon_custom_margin=”||||false|false” image_icon_custom_padding=”||||false|false” custom_padding=”30px|50px|20px|50px|false|false” hover_enabled=”0″ border_radii=”on|100px|100px|100px|100px” border_width_all=”1px” border_color_all=”#0072BC” box_shadow_style=”preset2″ global_colors_info=”{}” sticky_enabled=”0″][\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Suitable for refugee, internal displacement, or mixed contexts. ” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”200%” _builder_version=”4.27.4″ _module_preset=”default” header_line_height=”1.4em” body_font_size=”17px” image_icon_custom_margin=”||||false|false” image_icon_custom_padding=”||||false|false” custom_padding=”30px|50px|20px|50px|false|false” border_radii=”on|100px|100px|100px|100px” border_width_all=”1px” border_color_all=”#0072BC” box_shadow_style=”preset2″ global_colors_info=”{}” background_color=”#E4E1D9″][\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Supports collaboration with partners through secure data-sharing protocols” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”200%” _builder_version=”4.27.4″ _module_preset=”default” header_line_height=”1.4em” body_font_size=”17px” image_icon_custom_margin=”||||false|false” image_icon_custom_padding=”||||false|false” custom_padding=”30px|50px|20px|50px|false|false” border_radii=”on|100px|100px|100px|100px” border_width_all=”1px” border_color_all=”#0072BC” box_shadow_style=”preset2″ global_colors_info=”{}” background_color=”#E4E1D9″][\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.25.2″ _module_preset=”default” background_color=”#ebf2eb” locked=”off” global_colors_info=”{}”][et_pb_row column_structure=”2_5,3_5″ make_equal=”on” _builder_version=”4.25.2″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”2_5″ module_class=”vertcentre” _builder_version=”4.25.2″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” header_2_font=”|700|||||||” header_2_font_size=”30px” custom_margin=”||17px|||” custom_padding=”18px|||||” hover_enabled=”0″ locked=”off” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

A shared platform for collaboration with partners<\/h2>\n

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The Digital Gateway Contact Centre supports coordinated engagement across humanitarian actors by:<\/p>\n