Announcing MAXIMUS Genesys Engagement Platform, World’s First Full-fledged GovTech Citizen Experience Management Solution
Leading Government Technology (Govtech) platform MAXIMUS has announced a strategic partnership with Genesys. As part of the agreement, the two tech companies would join forces to offer the MAXIMUS Genesys Engagement Platform (“Engagement Platform”), a unique cloud-based citizen journey solution authorized as per the US FedRAMP guidelines.
MAXIMUS is partnering with Genesys to deliver a powerful citizen journey mapping solution, a personalization-focused solution inspired by omnichannel marketing tactics to bring government agencies a FedRAMP-authorized contact center and engagement tool.
MAXIMUS Genesys Engagement and Its Relation to Seamless Digital Experiences
MAXIMUS Genesys Engagement would empower federal, state and local agencies to fearlessly adhere to government mandates to improve citizen experience.
Powered by Genesys Engage™, the Engagement Platform provides 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 provides 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 — all without losing critical context. This enables agencies to deliver a connected experience across every touchpoint.
Federal mandates, including the President’s Management Agenda and the OMB Circular No. A-11 Memo, require government agencies to attempt to provide seamless customer experiences similar to those offered in the private sector and help improve the citizen experience. This often requires transitioning away from legacy, on-premise systems to modern cloud-based solutions.
At the time of the MAXIMUS Genesys Engagement announcement, Bruce Caswell, President and Chief Executive Officer of MAXIMUS expressed his delight about bringing tech to the center of Citizen Journey.
Bruce said that the new govtech solution would 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.
Bruce added, “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.”
Citizen Data: Focus on Protecting Identity and Personal Information in the Cloud
The MAXIMUS Genesys Engagement Platform provides 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, or both. The solution also enables agencies to handle surges in inquiry volumes and equip a remote workforce if economic, environmental or global health crises warrant it.
Tony Bates, Chief Executive Officer, Genesys said, “We’re proud the MAXIMUS Genesys Engagement Platform has met the high bar of security requirements that MAXIMUS provides to government agencies. 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.”
Since 1975, MAXIMUS, founded in 1975, has been enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.
Currently, 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. It provides govtech solutions to agencies in various countries, including the US, the UK, Australia, Canada, and Singapore.