Case Study: Icatu Seguros achieves rapid remote agent enablement and cost savings with NICE Systems' CXone

Icatu Seguros Makes the Move to the Cloud with CXone

Icatu Seguros, Brazil’s largest independent provider of life insurance, pension plans and capitalization solutions with more than 6.6 million customers, faced a critical challenge when the COVID-19 pandemic hit: its on-premises, outsourcer-managed contact center could not support remote work or rapid system changes, putting customer service continuity at risk for its 308‑agent operation handling ~900,000 contacts annually.

Icatu migrated to the NICE CXone cloud platform (including omnichannel routing, audio recording and workforce management), enabling a full remote rollout in days. The move preserved service quality and uptime, eliminated the outsourcing contract and related costs, restored in-house control for updates and IVR customization, and delivered scalable reporting, workforce management and a positive ROI.

Icatu Seguros

Ivan Teodoro

Planning and Solution Customer Service Manager