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Maximus Partners with Genesys to Provide Cloud-Based Omnichannel Contact Center Platform for Government Agencies; Bruce Caswell Quoted

4 mins read
Bruce Caswell
Bruce Caswell
Bruce Caswell
Bruce Caswell

Maximus has partnered with Genesys to offer the Maximus Genesys Engagement Platform, an integrated, cloud-based omnichannel contact center solution, Maximus reported on Wednesday

“Maximus is delighted to help government agencies improve the Citizen Journey by transitioning contact center infrastructure to the cloud so they can take advantage of the security, scalability and flexibility it offers,” said Bruce Caswell, president and CEO of Maximus and 2020 Wash100 Award recipient. 

Now federal, state and local agencies can adhere to government mandates to improve citizen experience using a U.S. Federal Risk and Authorization Management Program (FedRAMP)-authorized solution leveraging technology from Genesys, a long-time global leader in cloud customer experience and contact center solutions.

“This partnership with Genesys combines the power of our trusted solution platform, long utilized by government agencies for contact center operations, with enhanced features of the Genesys technology, and an integrated support and engineering team. The Engagement Platform will enable agencies to deliver an optimized, omnichannel experience to citizens through a singular platform solution, focusing on end-user outcomes with the peace of mind FedRAMP authorization provides,” added Caswell. 

The Engagement Platform will provide a rapidly scalable solution designed to help agencies hindered by aging technologies that can no longer meet the expectations of citizens, siloed infrastructures that have grown too complex to manage and scale. The solution will enable agencies to handle surges in inquiry volumes and equip a remote workforce.

“The cloud solution gives agencies the flexibility, scalability and rapid innovations they need without the hassles of upgrades and maintenance. In addition, it makes it easier for agencies to adopt artificial intelligence (AI), machine learning and automation applications so they can deliver truly remarkable experiences,” said Tony Bates, CEO, Genesys. 

Powered by Genesys Engage, the Engagement Platform will support an integrated set of features and functionalities that employees need to serve customers seamlessly across channels through a single voice and digital user interface. 

The solution will also provide the ability to integrate calls, emails, chats, messages and social comments into one uninterrupted conversation, including leveraging more than one channel at once for multi-modal communications and customer convenience, without losing critical context. 

“We’re proud the MAXIMUS Genesys Engagement Platform has met the high bar of security requirements that MAXIMUS provides to government agencies,” added Bates.

About Maximus

Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People®, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 35,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Italy, Saudi Arabia, Singapore and the United Kingdom.