Call Center Management Featured Article
MAXIMUS and Genesys Partner to Create FedRAMP-Rated Call Center Solution for Governments
In unprecedented times, local, state and world governments need to be able to move more quickly and provide a wider of array of services to citizens. Bureaucratic red tape needs to be cut, and municipalities and other governments must build flexibility into their processes. As the world struggles to contain the fallout from the global COVID-19 pandemic, many governments are experiencing unprecedented demand for services and resources. In many cases, this has meant launching, revamping or repurposing government call centers to cope with the ongoing crisis. For some companies still using older legacy solutions, meeting the expectations of citizens has been impossible using siloed infrastructures that have grown too complex to manage and scale, or both. Essentially, moving to a cloud-based model is critical to meet customer and citizen needs.
Government services provider MAXIMUS recently announced a partnership with Genesys (News - Alert) to offer the MAXIMUS Genesys Engagement Platform, an integrated, cloud-based omnichannel contact center solution. The goal of the partnership is to allow federal, state and local agencies to more easily adhere to government mandates to improve citizen experience using a U.S. Federal Risk and Authorization Management Program (FedRAMP)-authorized solution.
“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. “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 companies have noted that 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. At the same time, they’ll be able to do it with the type of security that handling private customer data mandates.
Edited by Maurice Nagle