Contact Centers

The leading provider of Citizen Engagement Center solutions to government

Our Citizen Engagement Center solutions are designed to make a meaningful impact on citizens' lives and strengthen communities through federal, state, and local government partnerships. Maximus leads the way in multichannel contact center support for citizen services, from Medicaid to the U.S. Census to state child support agencies.

A highly optimized citizen experience

Delivering citizen services is complicated. Traditional call centers just can’t deliver the optimized experience that citizens need.

Maximus understands the challenges facing agencies in their contact centers, which is why our Citizen Engagement Centers are designed to deliver seamless, private-sector quality experiences to support the complex issues facing people who are calling their government.

Decades of proven experience

Our Citizen Engagement Center solutions and capabilities have driven positive outcomes and optimized citizen experiences for decades.  We support government’s most mission-critical citizen services by leveraging  decades of experience, vast expertise, and the application of innovative technologies.

A proven partner to government in the delivery of mission-critical Citizen Engagement Center solutions

98

Citizen Engagement Centers in the United States

44 million

calls fielded annually to support health insurance enrollment for a large federal agency

22 million

beneficiaries in 20 states served by Maximus

Offering outcomes-oriented approaches to large-scale Citizen Engagement Center operations, flexibility and expertise

Experience that transforms operations and access to citizen services

Our core competency is implementing and managing government-only Citizen Engagement Centers that support enterprise level programs and provide multichannel, end-to-end inbound and outbound solutions. We have more than 40 years of experience in developing, implementing, staffing, managing, and operating Citizen Engagement Centers that successfully assist, inform, guide, and support citizens with government services.

Learn how we enhance the Citizen Journey

Truly scalable operations, staffed with the market’s top talent

Operating our Citizen Engagement Centers requires implementing strategies to rapidly recruit, screen, and hire qualified candidates. We recruit and hire quality staff from local communities, and invest in regular, comprehensive training so that they’re not only knowledgeable about critical program policies, but acutely aware of each program’s mission and its impact on our citizens.

Discover how we deliver citizen services

Leading-edge technology

Maximus brings specialized expertise in efficiency, optimization, data, and analytics across all programs. With award-winning contact center operations, we excel at managing complex programs at the local, state, and federal levels. By introducing innovations tailored to each program, and strategically integrating technology solutions, we are delivering outcomes that meet the unique needs of each citizen.

Learn more about our technology solutions

The next generation of citizen service

The Maximus IVA is unlike any other automated voice tool. Utilizing a blend of human and artificial intelligence, it combines conversational speech and natural language technology to provide self-service that adapts to the caller’s needs. This allows citizens to resolve issues through normal conversation, expediting resolution and freeing citizen service representatives for more complex requests.

Case Study
Offered through a partnership with Interactions, the Maximus IVA enhances the citizen experience and program operations.

Learn more about our next generation virtual assistant
The next generation of citizen service

A FedRAMP-authorized engagement center solution

The Maximus Genesys Engagement Platform (MGEP) leverages recognized and certified implementation partners to guide and enable contact center solutions. MGEP is a FedRAMP-authorized, enterprise-class, Omni-Channel platform-as-a-service (PaaS) cloud contact center solution. The engagement platform provides a full range of technology capabilities to modernize or launch contact center services.

Learn how we’re improving citizen services through the engagement platform:
A FedRAMP-authorized engagement center solution

A modernized approach to the citizen experience

At Maximus, we’re continually developing innovative approaches to enhance our multichannel and multilingual support services.

No matter how you engage your citizens ─ phone, web chat, email, text, social media ─ we deliver a seamless, multi-channel citizen experience that lets them choose their preferred methods of interaction. The result is a smooth partnering of people, process and technology that is the hallmark of our Citizen Engagement Centers.

We never forget the human touch

We implement streamlined processes and leverage technology that enables our Citizen Engagement Centers staff to focus on the citizens who need more help. The result? An average customer satisfaction score of 97%.

Deep understanding of diverse populations

Deep understanding of diverse populations

Utilizing the tools and specialists from our Center for Health Literacy, we’re able to constantly refresh and tailor our approaches to engage beneficiaries from ever-changing demographics. We offer support for multilingual, speech and hearing-impaired callers, and special populations.

Empathetic and empowered staff

Empathetic and empowered staff

You’re only as good as your people. Ours are not only customer care experts but caring individuals. We implement clear yet empowering policies that allow them to have the greatest impact, whether it’s working with individuals for as long as it takes, or striving to ensure that customers experience world-class service with every interaction.

Skilled in a wide range of services

Skilled in a wide range of services

• Eligibility Verification
• Program Enrollment
• Registration and Renewal
• Case Management
• Citizen Education
• Benefit Counseling

Specializing in mission-critical programs

  • Medicaid
  • Medicare
  • Affordable Care Act (ACA)
  • Children’s Health Insurance Program (CHIP)
  • Temporary Assistance for Needy families (TANF)
  • Supplemental Nutrition Assistance Programs (SNAP)
  • Child Support
  • Student Loans
  • Financial Management
  • COVID-19 Response
  • Veteran Support Services
  • Unemployment Support services
  • Disability Support Services
  • Health and Disease Information
Specializing in mission-critical programs