Omnichannel Contact Center Solutions for Government

This is how government moves from contact centers to innovation-powered citizen experience hubs—securely, and at scale.

Government agencies need omnichannel contact centers solutions that do more than manage volume. Maximus helps agencies deliver secure, intelligence‑driven service ecosystems—improving continuity, trust, and mission outcomes by turning every citizen interaction into actionable insight.

We don’t just modernize contact centers – we transform them.

We help agencies move beyond legacy contact center models to intelligence driven experience hubs—improving service quality, reducing costs, and enabling secure, scalable mission delivery across every touchpoint.

Proven impact across agency missions

More CX impact case studies

Enhancing CDC communications to improve CX

Providing a surge response team, expanding 24/7 operations, rapidly onboarding over 500 new employees, implementing real-time analytics, enhancing digitally enabled systems.

Improving contact center services for the IRS

Responding to a surge of 10K+ taxpayers in the Internal Revenue Service (IRS) call queue as well as remote work needs, we mobilized 500+ new team members and a best-in class contact center solution.

Bringing intelligent automation to contact centers

With AI-powered intelligent document processing, state agencies can achieve more efficient program mailroom operations.

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.

Omni-channel modernization

Meet citizens 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.

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AI-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.

Learn about MIVA

Mission-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.

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Full-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.

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

From fragmentation to focus

Contact centers play a critical role in the way the public interacts with government. Hundreds of federal contact centers operate across various programs, yet many function in silos, are fragmented, and lack standardized technologies or processes. Discover how Contact center consolidation, grounded in strong governance, unifies data, standardizes service delivery, and delivers measurable efficiency and cost savings.

Contact center modernization

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