Case Study: Maximus achieves faster, more efficient contact center operations with SuccessKPI

Transforming the Contact Center with Next Generation Conversation Analytics

Maximus Federal, a government business process outsourcing expert, faced the monumental challenge of rapidly standing up and managing a 20,000-agent remote contact center for a CDC vaccination information hotline. The goal was to combat public skepticism and facilitate vaccinations, but the scale and speed required overcoming significant operational hurdles related to multi-channel data unification, quality management, and gaining real-time insights from millions of citizen interactions. To address this, they partnered with vendor SuccessKPI and deployed its AI-powered Insight and Action Platform.

SuccessKPI's platform served as a unifying data framework, integrating information from diverse systems like Genesys Cloud, Amazon Connect, and Twilio. The solution enabled a 360-degree view of the citizen journey and delivered critical capabilities including automated quality management with 100% call coverage, real-time speech and sentiment analytics, and emergency alerting. The results were substantial: Maximus achieved an estimated 30% reduction in quality management staffing costs, gained the ability to identify and react to emerging trends instantly, and ensured operational compliance across the vast workforce, ultimately leading to significant cost savings and a better citizen experience.

Maximus

Andy Beamon

Senior Vice President, Total Experience Solutions and Services