THE CHALLENGE McLaren Northern Michigan (McLaren) is a long-time customer of Spok and has relied on Spok ® solutions for over a decade. Several years ago, Spok’s contact center solutions helped McLaren centralize contact center operations for their regional health care network, and today they enable operators to provide efficient, excellent service to the 350,000 calls they field each year. Several McLaren physicians had requested to receive critical messages from McLaren’s contact center on their smartphones in addition to or instead of their pagers. McLaren approached Spok to find out how to accomplish this and learned that they needed to upgrade their operator console and web solutions. “Healthcare contact centers are charged not only with providing superior service to their

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