- FedRAMP certified cloud infrastructure
- Encrypted data in transit and at rest
- Managed continuous authorization to operate (cATO)
What is Total Experience Management (TXM)?
Most service modernization efforts focus on individual technologies, channels or experiences. The Maximus Total Experience Management (TXM) solution treats them as one integrated service ecosystem. TXM connects customer and employee experience, service operations, and secure technology through a unified, intelligence-driven framework. Helping agencies simplify operations, improve decision-making, strengthen workforce readiness, and deliver seamless, secure experiences across every interaction through three pillars.
- Optimized operations — turn data into action through operational intelligence, automation, and continuous service improvement
- Team mobilization — empower teams with AI, engage with human-centered strategy
- FedRAMP certified technology — integrate secure, scalable capabilities for modernized services without disrupting operations.
Solving government service delivery challenges, including:
Fragmented channels
Deliver unified omnichannel service where context follows the individual across phone, chat, web, and text
Long resolution times
Use AI-powered triage and real-time agent assistance to accelerate issue resolution
Compliance burden
Build on a FedRAMP certified foundation instead of creating and maintaining agency-specific controls
Siloed operations
Expand service capacity while reducing operational complexity and technical risk
The future of government service delivery
TXM is delivered as a set of integrated capabilities. Agencies deploy what the mission requires.
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Omnichannel service experiences
People reach government by phone, chat, web, or text — whichever channel of their choosing. TXM connects those channels so context carries across them, and routes each interaction to the right resolution path, whether that’s self-service, an AI assistant, or a live agent.
AI-enabled service intelligence
TXM helps agencies scale AI-enabled self-service while maintaining operational control. Our Virtual Assistant capabilities support a graduated automation model, from traditional IVR to conversational AI, aligned to agency readiness and risk tolerance. Skills-based and predictive routing direct interactions to the right resource, while agent-assist tools provide real-time guidance and next-best-action recommendations. We also use AI to proactively engage people before issues escalate, such as service interruptions or missed payments. When human support is required, interactions transfer seamlessly with full context, ensuring a consistent and effective service experience.
Data and analytics
Every interaction generates signal. TXM collects operational, customer feedback, and experience data into one view for informed decision-making, then applies topic mining and sentiment analysis to surface why people are contacting the agency — not just how often.
Workforce and talent management
Service quality depends on the people delivering it. TXM optimizes employee performance through accelerated recruitment, onboarding, and training — reducing ramp time and helping staff resolve issues on first contact.
Quality management
TXM deploys AI and machine learning for quality management and analysis, generating actionable suggestions that foster continuous improvement — analyzing interactions at scale rather than sampling a fraction of them.
Secure, scalable technology
TXM is secure from inception, built on FedRAMP certified cloud infrastructure with encrypted data and managed continuous authorization to operate (cATO).
Simple
- Accessible and adaptive services for all
- Evolves with agency and customer needs
- Streamlines access to information and assistance
Seamless
- Unifies all communication channels
- Consistent across all touchpoints
- Facilitates smooth transitions between services while maintaining context
Secure
- FedRAMP certified to protect sensitive data
- Builds trust with advanced security measures
- Actively mitigates risks to maintain data integrity
Common questions about TXM
TXM is built on FedRAMP-certified cloud infrastructure and integrates cloud, CRM, and agent enablement technologies, including AI services for conversational support and document processing.
AI handles routine inquiries through the Virtual Assistant, processes submitted documents, surfaces real-time guidance to agents, proactive engagements, and analyzes interactions for quality and sentiment. Human oversight remains in the loop for decisions affecting eligibility or benefits.
Yes. TXM is modular and designed to connect seamlessly with existing agency systems, including CRM platforms and legacy applications, rather than requiring wholesale replacement.
TXM consolidates fragmented contact channels into a unified omnichannel operation, adds AI triage and self-service and automation to reduce load on live agents, and provides workforce and quality management tools.
Reported outcomes include reduced onboarding costs, improved quality scores, and lower turnover as well as faster resolution times, shorter call times, and higher satisfaction scores.
