Case Study: UW Health achieves seamless remote operator workstations with Spok

UW Health moves 27 operator agents remote in 1 week with Spok

UW Health, the integrated health system of the University of Wisconsin-Madison, faced the challenge of transitioning its 27 contact center operators to remote work during the COVID-19 pandemic. Their existing disaster recovery plan lacked a comprehensive pandemic scenario, and they had only five laptops prepared. A key obstacle was moving all agents to a remote posture and proving they could maintain productivity and effective service from home.

The vendor Spok provided its remote console workstation software, which was quickly deployed onto laptops. The solution was easy to set up and functioned identically to the on-site application. With Spok, UW Health fully transitioned its operators in about a week. The results showed no drop in efficiency, with reporting confirming no difference in talk time or speed of answer. This success allowed UW Health to maintain critical patient communication and incorporated remote workstations into their long-term business continuity planning.

UW Health