Maximus and Genesys expand partnership to transform how government agencies engage with constituents
As a leading provider of tech-enabled government services, we are proud to announce an expanded strategic go-to-market relationship with Genesys®, a global cloud leader in AI-Powered Experience Orchestration. The companies are collaborating to help public sector organizations deliver next-generation citizen services by enabling secure, scalable, and AI-powered capabilities across federal, state, local, and international government programs.
Maximus Total Experience (TXM) solution, together with the Genesys Cloud™ platform’s industry-leading AI-driven experience orchestration, can provide public sector organizations with modernized constituent engagement and outcomes that are more personalized, adaptable, and mission-aligned. Built for the complexity of public service delivery, Maximus TXM enables agencies to modernize how they engage with constituents—securely, at scale, and with measurable impact.
With embedded AI powering interactions across voice and digital channels, intelligent routing, built-in workforce engagement management, and end-to-end journey management, Genesys Cloud provides organizations a single, secure, and scalable platform built to help organizations improve experiences, operational efficiency, and total cost of ownership. The combination of Genesys Cloud and TXM unifies digital and voice channels, applies real-time data insights across self- and assisted service, and empowers government workforces to improve performance that can result in higher constituent satisfaction and loyalty.
“For agencies navigating rising service demands and the need to deliver more for less, the combined power of Genesys Cloud and Maximus TXM represents a proven solution,” said Mike Raker, Chief Technology Officer, Maximus. “TXM is engineered to be modular, AI-enabled, and built for government. This collaboration gives agencies the agility, security, and outcome-alignment they need to deliver smarter, faster, more accountable service.”
Benefits for public sector agencies include:
- Unified Omnichannel Orchestration: Delivers voice, digital, chat, email, and self-service via a single secure platform.
- AI-Driven Engagement: Utilizes real-time data and machine learning to personalize constituent experiences.
- End-to-End Journey Visibility: Offers detailed insights into citizen interactions, enabling proactive service and issue resolution.
- Agent Enablement: Equips contact center staff with intelligent tools and actionable data to boost first-call resolution and satisfaction.
- Mission-Centered Performance: Supports Federal, state, and local mandates with auditable metrics for access, timeliness, and efficiency.
- Improved Outcomes: Supports continuous modernization at scale with a focus on customer outcomes.
“Our expanded collaboration with Maximus empowers government agencies to redefine what is possible for citizen engagement” said Jason Schick, vice president, US Public Sector, Genesys. “With Genesys Cloud and Maximus TXM, agencies gain a secure, scalable foundation to apply AI across every interaction. Together, we’re helping government organizations deliver more efficient and satisfying services that meet today’s rising expectations and produce the outcomes that people depend on.”
The Maximus and Genesys integration has become a model for government agencies that want to orchestrate personalized interactions with constituents. Through numerous Genesys activations and solution implementations, Maximus helps government agencies handle millions of constituent inquiries while supporting services that impact roughly 1 in 3 Americans every year.
To learn more about Maximus TXM and its Genesys integration, visit: https://maximus.com/customer-experience/digital-government/federal-digital-government/txm-solution.