Case Study: University of Pittsburgh Medical Center achieves streamlined operator workflows and single-click access to contact details with Spok

University of Pittsburgh Medical Center - Customer Case Study

The University of Pittsburgh Medical Center (UPMC), a large Pittsburgh-based health system, consolidated operator teams for four major hospitals and discovered wide variability in how calls were managed. Operators faced inconsistent console views, naming conventions and speed-dial setups, and had to navigate multiple tabs—often four or more clicks—to find critical contact details.

By implementing Spok’s console and web directory, UPMC standardized to a single console view and one contact tab showing name, title, pager, location and main department phone. The change smoothed the consolidation, cut clicks to one, improved operator onboarding and efficiency, and earned strongly positive feedback from staff.

University of Pittsburgh Medical Center

Colleen Sullivan

Director of Operations