Maximus Total Experience Management Adds Salesforces Agentforce

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

Maximus, a leading employer and provider of government services, 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.”

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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.

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“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 24×7 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.

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Source – Businesswire

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