Case Study: Atlantic Health System achieves 24/7 automated directory and 95%+ call completion with Spok

Atlantic Health Systems - Customer Case Study

Atlantic Health Systems (AHS), serving three million residents across multiple New Jersey facilities, needed an enterprise‑wide directory and centralized attendant solution. Requirements included operator-console access to directory information, paging and on‑call schedules, 24/7 speech‑based auto attendant, HL7‑driven automatic updates, site replication for cross‑site call processing, and web‑based directory and departmental on‑call administration.

After an RFP process AHS selected Spok’s integrated solution—Spok Healthcare Console, Spok Speech, and Spok Web Directory. Spok Speech now handles about 30,000 calls per week with a transaction completion rate above 95%. Main answering volume dropped, operators were able to focus on higher‑quality, non‑routine calls (staffing was retained), administration and scheduling update time decreased, and accuracy in reaching on‑call physicians improved.

Atlantic Health System