Estrutura Dinâmica

What Estrutura Dinâmica does

Estrutura Dinâmica is a Brazilian managed contact center services provider that specializes exclusively in the country's supplemental healthcare sector (saúde suplementar). Founded in 2006 and headquartered in Rio Claro, São Paulo, the 181-person firm delivers outsourced customer service operations to health insurance operators (operadoras de saúde) and cooperatives, serving 30+ named clients including Unimed Piracicaba, Unimed Amparo, and a roster of regional operators across São Paulo, Rondônia, Mato Grosso do Sul, and Minas Gerais. The company operates eight modular service lines — SAC/central de relacionamento, provider network support, appointment scheduling, RN 566 network search, surveys, outbound campaigns, debt collection under RN 593/2023, and fully customized operations — plus a standalone Ouvidoria complaints channel, all delivered through dedicated teams working inside clients' existing healthcare management systems (Tasy, TOTVS, Solus, MV, Zitrus).

The underlying technology is a cloud-based PABX running on Microsoft Azure, secured with Fortigate 100F next-generation firewalls and connected to client environments via site-to-site VPNs with redundant power and internet. The platform supports omni-channel routing across telephone, WhatsApp, chat, email, social media, and Reclame Aqui, with customized knowledge bases built per client. Estrutura Dinâmica holds ISO 9001 quality management certification, is fully compliant with the LGPD data protection regime (with a named DPO), and operates against the full ANS regulatory perimeter relevant to supplemental health (RN 623, RN 561, RN 566, RN 593/2023). The workforce is 91% women with 85% female leadership under founder-CEO Dulce Delboni Tarpinian.

Estrutura Dinâmica monetizes through outcome-based, multi-year enterprise contracts: clients pay for service volume delivered and SLA compliance rather than number of agents or positions, while Estrutura Dinâmica assumes responsibility for staffing, capacity planning, supervision, and continuous improvement. Go-to-market is exclusively direct enterprise sales targeting health insurance decision-makers, with no reseller or marketplace channels, and the company's competitive thesis rests on regulatory depth, healthcare-domain specialization, and the predictability that volume/SLA pricing delivers versus traditional per-seat BPO contracts.

Name

Estrutura Dinâmica

Legal name

Estrutura Dinâmica

Website

https://estruturadinamica.com.br

Company type

Private

Founded year

2020

Operating status

Operating

Headcount range

101–250 employees

Short description

Estrutura Dinâmica is a Brazilian managed contact center provider specializing in the supplemental health insurance sector, serving 30+ operators and cooperatives with outcome-based SAC, scheduling, network search, and regulatory compliance services delivered inside clients' existing systems.

Ownership category

akta.pro rank

Product category

Managed Contact Center Services for Health Insurance

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Hospital & Medical Service Plans (6324)

akta.pro primary industry

Insurance Program Administration & MGA/MGU Services (FSAEADAK)

Keywords

• Healthcare contact center services
• Supplemental health BPO
• Managed customer experience
• ANS regulatory compliance
• Health insurance SAC outsourcing

Headquarters

HQ city

Rio Claro

HQ country

Brazil

HQ region

Latin America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales, Others

Revenue model

1. Managed Contact Center Services: Outcome-based pricing model where clients pay for volume of service delivered and SLA compliance, not for number of agents, positions, or hours. The company assumes responsibility for capacity planning, scaling, and operational management as part of the service commitment.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels7 records

Core offering

Estrutura Dinâmica provides managed contact center and customer experience services exclusively for Brazilian health insurance operators and medical cooperatives. Its core offering is a modular set of eight operation lines — SAC/omni-channel service, provider network support, appointment scheduling, network search under RN 566, satisfaction surveys, outbound campaigns, debt collection under RN 593, and fully customized operations — delivered as outsourced managed operations that operate inside clients' existing healthcare CRM/ERP systems (Tasy, TOTVS, Solus, MV, Zitrus) and are billed on outcome-based volume and SLA metrics rather than per-agent headcount.

Product overview

Estrutura Dinâmica is a managed customer service provider specializing in Brazil's supplemental health insurance (saúde suplementar) sector. The company does not offer a single software product but rather a portfolio of eight modular, complementary service lines delivered as managed operations: SAC/Central de Relacionamento (omni-channel customer service), Atendimento ao Prestador e Rede (provider network support), Central de Agendamento (appointment scheduling), Busca de Rede (network search under RN 566), Pesquisas (customer surveys), Campanhas (proactive outreach), Cobranças (debt collection under RN 593), and fully customized Operations. These service lines are modular — clients can start with the area of greatest pain and expand — and are delivered through dedicated teams operating within the client's existing systems (Tasy, Solus, TOTVS, Zitrus), with supervised management, knowledge bases, and recurring reporting. An Ouvidoria (complaints) service is also offered as a standalone or complementary channel.

Differentiator

Problem solved

Functional benefit

Products and services

• SAC / Central de Relacionamento Omni-channel inbound and outbound customer service for health insurance beneficiaries, covering eligibility verification, protocols, authorizations, financial inquiries, cancellation handling under RN 561, and first-instance customer complaints, with compliance to ANS RN 623. Designed for health insurance operators and cooperatives.
• Atendimento ao Prestador e Rede Dedicated contact center service for healthcare providers and their administrative staff, handling eligibility checks, coverage inquiries, authorization releases, emergency guides, and urgent care support. Built for health insurance operators serving provider networks.
• Central de Agendamento Managed appointment scheduling service for consultations, exams, imaging, and therapies, executed directly inside the client's existing scheduling software, including confirmation calls to reduce no-show rates and integrations for self-scheduling. Intended for health insurance operators and clinics.
• Busca de Rede (RN 566) Regulatory-driven network search service in which Estrutura Dinâmica contacts contracted providers and the care network to find available appointment slots within the timeframes mandated by ANS RN 566. Designed for health insurance operators needing compliant network availability searches.
• Pesquisas Post-service, satisfaction, and feedback survey service conducted through proactive and humanized outbound contact with health insurance beneficiaries. Intended for health insurance operators measuring experience quality.
• Campanhas Active outbound communication campaigns covering patient adherence, health education, and regulatory compliance outreach for health plan beneficiaries. Designed for health insurance operators running proactive engagement initiatives.
• Cobranças Standardized debt collection outreach to delinquent health plan members, conducted in alignment with ANS RN 593/2023 regulatory requirements. Intended for health insurance operators managing member receivables.
• Operações 100% Personalizadas Fully customized managed contact center operations designed and run for needs not covered by the standard modular service lines, including specialized workflows and seasonal demand fluctuations. Intended for health insurance operators with bespoke operational requirements.
• Ouvidoria First-instance complaints channel (Ouvidoria) enabling anonymous submissions of complaints, praise, suggestions, and reports of discrimination, harassment, or fraud, with responses delivered within 48 hours. Designed for health insurance operators meeting regulatory ombudsperson requirements.

Quantifiable outcome

• Reduction in complaints, NIPs, and cancellations
• +3 more outcomes

Named customers19 records

Segments1 record

Ideal customer profiles1 record

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

Feature3 records

Partnerships

Six partnerships are on record, tiered core.

• Tasy (Tasy Sistemas)coreTechnology or IntegrationTasy is a healthcare management system widely used by Brazilian health insurance operators and hospitals. Estrutura Dinâmica operates directly within the Tasy platform, providing contact center services without requiring client migration to different systems.
• TOTVScoreTechnology or IntegrationTOTVS is a major Brazilian enterprise software provider. Estrutura Dinâmica operates within TOTVS systems for healthcare operators, providing seamless integration with existing business processes.
• Solus (Senior Sistemas)coreTechnology or IntegrationSolus is an enterprise management system used by healthcare operators. Estrutura Dinâmica provides services within this platform environment for client operations.
• MV (MV Sistemas)coreTechnology or IntegrationMV is a leading healthcare IT provider in Brazil. Estrutura Dinâmica operates within MV systems to deliver contact center services to health insurance clients.
• Microsoft AzurecoreTechnology or IntegrationCloud infrastructure provider for Estrutura Dinâmica's PABX Cloud system, enabling flexible, scalable call center operations with reduced CO2 footprint compared to traditional on-premise systems.
• FortinetcoreTechnology or IntegrationFortinet Fortigate 100F NGFW (Next-Generation Firewall) provides cybersecurity infrastructure for protecting client and consumer data in contact center operations.

Scale indicators2 records

Recent moves6 records

Expansion highlights6 records

Others

• MV Sistemas: Brazilian healthcare-specialized IT vendor and listed Estrutura Dinâmica integration partner. Comparable ecosystem participant that could expand into managed services for its healthcare operator client base, adjacent competitive threat.
• TOTVS: Brazil's largest enterprise software provider and listed Estrutura Dinâmica integration partner. While not a direct BPO competitor, TOTVS could vertically integrate managed services for healthcare clients, potentially competing with Estrutura Dinâmica's system-embedded service model.

Broad incumbents

• Teleperformance: Global BPO/contact center incumbent with significant Brazilian operations serving healthcare and financial services verticals. A larger, broader competitor whose healthcare practice overlaps Estrutura Dinâmica's domain.
• Concentrix: Global customer experience and BPO provider with healthcare and insurance vertical practices. Larger-scale incumbent operating across multiple industries, offering comparable managed contact center and back-office services to large enterprise clients.
• AlmavivA do Brasil: Brazilian arm of Italian BPO Almaviva, providing contact center, back-office, and IT services across multiple verticals including healthcare and insurance. Larger generalist competitor with similar enterprise sales motion.
• Vivo (Telefônica Brasil) Contact Center: Telecom-led contact center services arm offering BPO and customer management to enterprise clients including healthcare operators. Larger incumbent with infrastructure scale advantages.

Direct peers

• AeC (Atendimento em Contact Centers): Major Brazilian contact center and BPO operator with healthcare and financial services verticals. Directly competes in the same outcome-based, multi-channel customer service market for Brazilian enterprise clients, including health insurers.
• Brasil CT: Brazilian contact center and BPO operator serving enterprise clients in financial services, healthcare, and retail. Comparable in scale and target customer profile to Estrutura Dinâmica, often bidding on the same health insurance operator contracts.
• CSU ContactCenter: Brazilian BPO listed on B3 with operations spanning contact center, technology solutions, and customer management across healthcare, financial services, and telecom. Competes for the same enterprise BPO contracts in Brazil and offers comparable multi-channel managed services.
• Atento: One of the largest BPO and contact center operators in Latin America, serving healthcare, financial services, and telecom clients across Brazil. Directly comparable as a multi-vertical enterprise BPO competing for the same health insurance operator RFPs Estrutura Dinâmica targets.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/estruturad
• YouTubeyoutube.com/channel/UCF9vDW_0Cq22DMiWidK200Q
• Facebookfacebook.com/estrutura.rc
• LinkedInlinkedin.com/company/estrutura-dinamica
• Instagraminstagram.com/estruturadinamica
• Pinterestbr.pinterest.com/estruturadinamica

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Estrutura Dinâmica