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News : Spok Contact Center Solutions Enhance Operational Efficiency at North York General Hospital

#contactcenterworld, @spoktweets, @amcomsoftware

Springfield, VA, USA, May, 2019 -- Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK) and a global provider in healthcare communications, announced that North York General Hospital (NYGH) has successfully implemented Spok Care Connect(R) contact center solutions to increase operator efficiency and help improve the delivery of care for their patients. NYGH, a Canadian academic hospital, reported a successful go-live after receiving its first call on the new Spok system on March 12.

"Our partnership with Spok marks a new era for our contact center and a positive impact on communication across the hospital," said Sumon Acharjee, chief information officer at NYGH. "We are able to mitigate patient safety risks by connecting physicians, nurses, and others with accurate information in a fast and reliable manner. We strongly believe the Spok communication platform will provide long-term value for our organization. This step represents a major automation milestone by eliminating what was previously all-manual operator procedures."


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This implementation was part of NYGH’s larger initiative to modernize call center operations and replace outdated methods of call handling. After upgrading existing telephony systems and extending to Voice over IP (VoIP), NYGH began evaluating several communication vendors. 

"We needed a new system that would allow us to build capacity and integrate with modern technology," says Chi-Cheng Chu, information services manager at NYGH. "Spok presented the most advanced solution with all the tools our operators need in one single platform. Our go-live went flawlessly and our Spok system is working seamlessly for our operators."

"Contact centers are the heart of communications for nearly every area of the modern hospital," said Vincent D. Kelly, president and chief executive officer of Spok Holdings, Inc. "We are proud to offer advanced technology that brings together critical functions and helps hospitals like NYGH reduce costs, improve patient care, and achieve operational value."

#contactcenterworld, @spoktweets, @amcomsoftware

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Spok:
Company LogoSpok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. SPOK, -0.88% is proud to be a leader in critical communications for healthcare, government, public safety, and other industries. We deliver smart, reliable solutions to help protect the health, well-being, and safety of people around the globe. More than 125,000 organisations worldwide rely on Spok for workflow improvement, secure texting, paging services, contact centre optimisation, and public safety response.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Monday, May 6, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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