Case Study: IPM Medical Group achieves call insights and in-house contact center efficiency with Dialpad

From outsourced to in-house: IPM Medical Group gains new insight into every call

IPM Medical Group, a healthcare provider with more than 25 locations and 400 employees, struggled with poor patient communications after outsourcing its contact center. Third‑party agents frequently forwarded calls to clinic staff, lacked caller context, and didn’t integrate with the company’s Zendesk workflows—so leadership needed an omnichannel phone, email, and text solution that would give in‑house agents full visibility and streamline ticket handling.

IPM implemented Dialpad Contact Center with Zendesk integration, enabling agents to call or message clients from within Zendesk, access instant caller context, and route issues to the right teams. The platform’s analytics now show call topics, resolution and answer times, and frequent keywords, allowing IPM to standardize processes, add seats easily as they grow, and achieve faster resolutions and improved operational efficiency.

IPM Medical Group

Jay Cornelius

Director of Technical Development