Case Study: Red Mountain Weight Loss achieves major downtime reduction, 90% agent satisfaction boost and 20% QA lift with NICE Systems' CXone

Improves Agent Satisfaction with NICE CXone

Red Mountain Weight Loss, one of the largest U.S. medical weight loss practices, provides advanced, non-surgical programs delivered by a highly trained clinical team. Their contact center needed to handle sensitive conversations about weight and body image with empathy, but frequent outages and a manual QA process made consistent, compassionate service difficult.

By replacing legacy systems with NICE CXone (including Workforce and Quality Management), Red Mountain consolidated tools, freed desk space, and smoothed collaboration between IT, marketing, and customer service. The move drove a 20% lift in QA scores, a 90% increase in agent satisfaction, and a dramatic reduction in downtime/outages (reported 200%), with plans to further leverage AI to support agents and patients.

Red Mountain Weight Loss

Chris Brdar

Customer Service Center Director