Case Study: UW Health achieves uninterrupted, equally efficient remote contact center operations with Spok

UW Health - Customer Case Study

UW Health, the integrated health system of the University of Wisconsin–Madison serving more than 650,000 patients annually, faced a sudden operational challenge when COVID-19 made on-site contact center staffing unsafe. Their disaster recovery plan did not fully address a pandemic scenario, and they had only five laptops ready for remote work while needing 27 remote agents, with staff and leaders unsure how productivity would translate from home.

UW Health partnered with Spok, which provided remote console workstation licenses, and the team deployed Spok contact center software on 27 laptops in about a week. Setup was straightforward—agents connected via VPN and home internet—and reporting showed no drop in talk time or speed of answer. Remote workstations are now part of UW Health’s business continuity planning, allowing operators to maintain efficient, frontline patient triage during the pandemic.

UW Health

Chris Beardsley

Senior Business Systems Analyst