“We announced today an agreement with Genesys® to offer the MAXIMUS Genesys Engagement Platform (“Engagement Platform”), an integrated, cloud-based omnichannel contact center solution. 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.”
“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.”
“’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 Chief Executive Officer of MAXIMUS. ‘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…'” Read the full press release here.
Source: MAXIMUS and Genesys Announce a Joint Cloud-Based Omnichannel Contact Center Platform for Government Agencies – May 13, 2020. MAXIMUS.