Maximus Total Experience Management (TXM) Adds Salesforce’s Agentforce to Transform Customer Experience for Government

Industry-leading CX solution provides accountability for public sector agencies and more effective, efficient delivery of services

TYSONS, Va.--(BUSINESS WIRE)--Maximus, a leading employer and provider of government services, today announced the integration of Salesforce’s Agentforce, the digital labor platform for augmenting teams with trusted autonomous AI agents in the flow of work, into the Maximus Total Experience Management (TXM) solution. Launched in 2024 for public agencies, Maximus TXM is a comprehensive suite of cloud-based technologies and services designed to address the specific needs of agency missions and improve customer experience (CX) for government services.

“The next generation of CX for public sector agencies has arrived, and Maximus is leading the way through our commitment to continuous process improvement for the experiences of customers and employees,” said Mike Raker, CTO, Maximus. “With the integration of Agentforce, we’re empowering agency leaders to implement Maximus TXM and a host of AI-driven technologies to deliver the right services to the right people at the right time while demonstrating a successful path to the future of CX.”

By integrating innovative tools, methodologies, and best practices, TXM’s ecosystem – together with Salesforce’s Agentforce – unlocks AI-driven insights to optimize interactions, rapidly reconfigure workflows, and automate routine tasks. Maximus interfaces with 1 in 3 Americans every year, and public sector agencies will benefit from this experience as TXM allows agencies to improve service at a reduced cost and helps with continuous process improvement.

“The collaboration between Salesforce and Maximus combines our experience across public sector agencies, cloud solutions, and AI to create powerful, integrated CX solutions that are mission ready,” said Kevin Paschuck, EVP, North America Public Sector & Education, Salesforce. “Together, we’re elevating and transforming how government agencies deliver services more effectively to meet the expectations of their constituents.”

With the integration of Agentforce’s, TXM gives agencies the ability to use technology, particularly AI agents and platforms, to identify how technology can intervene and automate more tasks to ensure agencies stay ahead of operational demands. By utilizing AI as a learning machine, TXM improves quality outcomes as it learns more through 24x7 AI-driven support that helps to reduce wait times. Through integrated real-time data and feedback, agencies gain the powerful ability to deliver CX that elevates satisfaction, increases effectiveness and improves efficiency.

To learn more about Maximus TXM, please visit: https://maximus.com/customer-experience/digital-government/federal-digital-government/txm-solution

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About Maximus

As a leading strategic partner to government, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs. For more information, visit maximus.com