CASE STUDY About Icatu Seguros Icatu Seguros is the largest independent insurance provider in Brazil in life in- surance, pension plans and capitalization solutions. The company has over 6.6 million customers. Its Rio de Janeiro contact center is comprised of 308 agents: 60% are em- ployed by Icatu. The agents provide service 12 hours per day for 6.6 million customers and handle around 900,000 contacts annually. The Challenge When the COVID-19 pandemic hit, Icatu needed to move its agents to working from home as quickly as possible. However, it used an on-premises system that was managed by an outsourcer. The system couldn’t support a remote workforce which made it nearly impossible for Icatu to continue servicing customers while keeping its workforce safe from the virus. “With the p

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