Case Study: Orlando Health achieves faster call handling and 95% answer rate with Spok Smart Console (Spok)

Orlando Health - Customer Case Study

Orlando Health, a not‑for‑profit healthcare system with 32 hospitals, nine specialty institutes and a broad physician network, needed to modernize its contact center to better support agents and patients across 1.6 million annual calls. Leaders wanted a seamless, centralized solution so agents could quickly access patient, hospital and directory information, reduce call transfers and training burdens, and improve customer experience metrics like call length and abandon rates.

Orlando Health implemented the Spok Smart Console to consolidate voice, data and directory systems into a single operator application, adding time‑saving hotkeys and pre‑recorded greetings for consistent, professional responses. The change reduced screen toggling and training needs and improved performance—4.8% abandon rate, 57‑second average handle time, ~7‑second average answer speed and 95.2% of calls answered—while enabling plans for further mobile and AI enhancements.

Orlando Health

Gary Montoute

Director, IT Contact Centers