- Turn every interaction into actionable insight. In Michigan, Maximus leverages AI-powered analytics to transform contact center performance — moving from sampling calls to evaluating nearly all interactions. This shift enables smarter coaching, faster insights, and continuous improvement, driving a 12.5% increase in quality scores in just three months. Better insights mean better service — and stronger outcomes for residents. See how Michigan put it into action.
- Turn data into decisive action. Purpose-driven innovation is helping states move beyond experimentation to impact — using AI to improve accuracy, reduce errors, and strengthen public trust. With better data insights and greater transparency, agencies can deliver the right benefits faster while continuously improving program performance. Explore our insight.
- Connect every entry point. From mailrooms to digital portals, AI-powered IDP helps agencies turn fragmented data into seamless workflows. The result: faster processing, fewer errors, and better experiences for both staff and the citizens who depend on timely, accurate services. Read our perspective.
- Faster resolutions, fewer calls. Access to coverage starts with access to simple tools. Maximus partnered with New York to create a mobile upload app that lets people submit documents in minutes — eliminating barriers, speeding up enrollment, and improving the overall experience for millions of residents. Explore our New York case study
- One journey across programs. Connecting people to essential services shouldn’t be complicated. In Texas, Maximus helps unify access across multiple programs — giving residents simpler ways to apply, track, and receive benefits, while improving service delivery at scale. Find out more in our Texas case study.
Omnichannel Contact Center Solutions for Government
We help federal and state agencies consolidate and modernize contact center operations — without disrupting mission-critical programs.
We don’t just modernize contact centers — we transform them
Our integrated approach helps agencies consolidate contact center operations across channels, systems, and teams — creating a single, accountable operating environment for seamless service delivery, performance management, and governance.
Proven government impact across agency missions
More CX impact case studiesBuilding secure, intelligent contact centers
Government contact centers deliver mission-critical citizen services that must remain secure and uninterrupted. Hear how agencies are modernizing customer experience with AI and automation to improve efficiency and personalization while managing cybersecurity, continuity and governance risks.
Resilience. Reach. Proven at scale.
4B+
annual citizen interactions
300+
agencies supported
120+
U.S. locations
9/10
average agency satisfaction score
Innovation, trust, and scale — delivered
Omnichannel modernization
Meet people where they are. We design and deploy unified omnichannel contact center solutions that bring voice, chat, web, email, and mobile into a single, integrated platform — reducing complexity and enabling faster, more accurate service delivery.
Learn about TXMAI-enabled technology
Automate the routine. Elevate the human. By handling high-volume, low complexity interactions, AI reduces wait times and improves satisfaction — freeing agents to focus on complex and sensitive cases without disrupting mission operations.
Boost program accuracy with AIMission-ready platforms
Modern infrastructure, built for government. We deploy secure, cloud-based contact center platforms that meet federal and state security and compliance requirements, including FedRAMP authorization.
Explore FedRAMP MarketplaceFull-service operations
Operational excellence at scale. We deliver end-to-end contact center operations — managing staffing, training, and day-to-day performance to ensure consistent, high-quality service delivery.
Surge support that deliversSmarter, more efficient contact centers for governments
Governments face growing pressure to improve speed, accuracy, and personalization while navigating rising demand, limited budgets, and strict security requirements. Achieving meaningful progress requires more than technology — it takes smarter processes and empowered teams to deliver efficient, mission-driven outcomes at scale.
A proven path for government contact centers:
- Consolidate with confidence. Unify fragmented contact center environments across contracts, vendors, and channels — establishing a single, accountable operating model with continuity, compliance, and governance baked in.
- Modernize in place. Layer in AI, analytics, and digital-first engagement to improve speed, accuracy, and experience — without replacing systems that already work or disrupting services customers depend on.
- Optimize for outcomes. Turn every interaction into actionable insight. AI analyzes interactions across voice, digital, and more to improve quality, predict demand, and continuously strengthen service delivery at scale.
- Up to 90% of contact center interactions analyzed by AI in the state of Michigan
- Millions of users engaging with digital platforms in Florida, Louisiana, and New York
- 92% increase in engagement through proactive outreach in Virginia
- Benefits delivered in as little as 2 days during crises in Texas
Contact Center FAQs
Maximus reduces contact center demand by enabling intuitive self-service across web, mobile, chat, and IVR. Customers can complete tasks, submit documents, and get answers independently, while proactive digital outreach prevents unnecessary calls. Guided experiences help people get it right the first time — reducing repeat contacts and improving access.
Maximus uses AI to analyze interactions across channels, turning conversations into actionable insights. Real-time visibility enables targeted coaching, process improvements, and consistent service delivery. By identifying trends, sentiment, and performance gaps, agencies continuously optimize operations — improving quality, accuracy, and customer outcomes.
Maximus combines flexible staffing, scalable cloud platforms, and automation to rapidly adjust capacity. Agencies can scale up during surges and down during normal operations — without disrupting service. Integrated omnichannel systems and AI-driven efficiencies help maintain performance, meet demand, and ensure continuity under changing conditions.
By combining AI-driven insights, digital-first self-service, and seamlessly integrated channels, we help agencies reduce demand, improve accuracy, and scale operations.
Maximus Total Experience Management (TXM) Solution
With the Maximus Total Experience Management (TXM) Solution, we seamlessly integrate data insights and secure technologies into one digitally powered platform to reimagine federal government service delivery. Maximus TXM provides flexible, modular, scalable features leveraging our relationships with leading cloud and digital contact center partner capabilities.
Learn more about Maximus TXM
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