Case Study: Slovakia Ministry of Health scales a stable COVID-19 hotline to 50,000+ monthly calls with CloudTalk

Building a Covid-19 Hotline for Hundreds of Calls Per Second

Slovakia Ministry of Health’s Department of Crisis Management urgently needed a national COVID-19 hotline built in days to serve a population of 5.5 million, coordinate testing, vaccination and case tracking, and manage callers from multiple organizations and volunteers. They chose CloudTalk’s cloud-based call center software to provide a stable, scalable phone system capable of handling extreme peaks (the hotline once received 500 calls in one second).

CloudTalk delivered a robust cloud telephony solution with IVR, intelligent routing, call recordings, call flow designer, ring groups and real‑time call statistics, enabling supervisors to monitor and support agents across organizations. As a result, the hotline handled 200,000+ inbound and outbound calls and 150,000+ minutes in the last three months, operates 11 phone numbers, manages about 50,000 citizen requests monthly and copes with daily peaks of up to 15,000 calls — demonstrating CloudTalk’s reliability and measurable impact.

Slovakia Ministry of Health

Petr Kominek

Project Manager