Healthcare Contact Center with AI and CRM Integration
The Challenge
Armina Health, a major healthcare organization, needed a modern contact center environment that could do more than just route calls. Their operations revolved around HubSpot as their central CRM, and they needed a contact center platform that would integrate tightly with it so agents had full patient and prospect context on every interaction.
Beyond basic call handling, Armina Health wanted to leverage AI to improve visibility into their operations. They needed live transcription so supervisors could monitor conversations in real time, AI-powered CSAT scoring to measure patient satisfaction without relying solely on post-call surveys, and call sentiment analysis to flag interactions that were going poorly before they escalated.
They had already explored going directly to a contact center vendor but quickly realized the complexity of evaluating platforms, negotiating contracts, and ensuring the HubSpot integration would actually work the way they needed it to.
Key requirements included:
- Deep HubSpot integration so agents see full contact records, notes, and history on every call
- AI live transcription for real-time visibility into active conversations
- AI-powered CSAT scoring to measure satisfaction automatically across every interaction
- Call sentiment analysis to identify negative interactions early and enable proactive intervention
- A contract structure that favored the client rather than the vendor’s standard terms
- Eliminated setup fees that the vendor was quoting at thousands of dollars
Our Approach
We ran a structured evaluation process focused on finding a platform that delivered the AI capabilities Armina Health needed while integrating seamlessly with their HubSpot-centric workflow.
Phase 1: Requirements Mapping and Vendor Evaluation (Weeks 1-3)
We worked with Armina Health’s operations and IT leadership to document their contact center workflows, call volumes, routing requirements, and integration needs. We mapped exactly how data needed to flow between the contact center platform and HubSpot, including call logging, contact record updates, activity tracking, and disposition codes.
With those requirements documented, we evaluated multiple contact center platforms against Armina Health’s specific needs. Dialpad emerged as the clear fit based on its native AI capabilities, HubSpot integration depth, and cloud-native architecture.
Phase 2: Contract Negotiation (Weeks 3-4)
Rather than letting Armina Health sign Dialpad’s standard contract at list pricing, we stepped in to negotiate on their behalf. Using our volume relationships, market pricing data, and knowledge of Dialpad’s contract structure, we secured significantly better terms.
We negotiated the removal of all setup and onboarding fees that Dialpad had quoted, and secured pricing concessions across the contract that saved Armina Health over $12,000 compared to what they would have paid going direct. The contract was also restructured with more favorable terms around scaling, renewal, and SLAs.
Phase 3: Implementation and AI Configuration (Weeks 4-8)
We coordinated the Dialpad deployment alongside Armina Health’s IT team and Dialpad’s implementation engineers. The HubSpot integration was configured to automatically log calls, surface contact records during inbound and outbound interactions, and sync dispositions and notes back to HubSpot in real time.
The AI features were configured for their specific use case:
- Live transcription was enabled for all calls, giving supervisors the ability to read conversations as they happen without listening in
- AI CSAT was turned on to automatically score patient satisfaction on every interaction based on conversation signals, eliminating the need to rely solely on post-call surveys that most patients skip
- Sentiment analysis was configured to flag calls where negative sentiment was detected, enabling supervisors to intervene in real time or follow up immediately after
Results
Armina Health launched their new contact center environment with full AI capabilities and a contract that saved them money from day one:
- $12,000+ saved compared to going directly to Dialpad, through negotiated pricing and eliminated fees
- All setup and onboarding fees removed from the contract
- Full HubSpot integration with automatic call logging, contact record surfacing, and disposition syncing
- AI live transcription on every call for real-time supervisor visibility
- AI-powered CSAT scoring measuring patient satisfaction automatically across all interactions
- Call sentiment analysis flagging negative interactions for proactive intervention
- Favorable contract terms with better scaling provisions, renewal protections, and SLA commitments
Client Feedback
“Thank you, Kyle. Appreciate your leadership through the process. We tried to navigate the vendor landscape on our own and it was overwhelming. Kyle and his team found us the right platform, negotiated a contract that saved us over $12K, and got our setup fees completely waived. We would not have gotten this deal without them.”
- Jacob Murray, CEO, Armina Health
“Before Dialpad, I had no way to know what was happening on calls unless I was listening in myself. Now I can see live transcriptions, get sentiment alerts, and review AI-generated CSAT scores across every interaction. It completely changed how I manage our team.”
- Jaymie Alvarez, Contact Center Manager, Armina Health
