This case study describes how a global cybersecurity company modernized customer support that relied on 1,800+ outsourced agents and a basic CCaaS setup that lacked orchestration, automation, and real-time insights. Brillio led an assessment-driven, agile transformation using an Agentic AI Orchestration Framework to deploy modular micro-agents in iterative eight-week cycles, prioritizing quick wins for agent-facing use cases like improved reporting, smarter decisions, and streamlined case handling. The centerpiece was a “Perfect Agent Twin,” an AI orchestration layer that augments agents with contextual intelligence, dynamic workflows, and automated task execution, supported by MLOps/LLMOps validation, governance, and upgraded analytics with executive dashboards. Results included initial 5

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