Modernizing Federal Contact Centers
Federal contact centers sit at the front lines of service delivery, connecting millions of citizens to critical benefits, claims and information.
Federal officials are prioritizing customer experience as a strategic driver to improve accessibility, streamline operations and strengthen trust in government services. At the same time, these environments play an increasingly important role in national security, ensuring continuity of operations, safeguarding sensitive data and maintaining reliable communication during crises.
Hear how leaders from the FBI and Maximus are integrating AI, automation and advanced analytics to modernize contact centers into more agile, secure and mission-ready platforms.
Learn more about:
- How agencies are modernizing contact centers without disrupting mission-critical services. Timestamp: 5:09 to 7:20.
- How data insights can improve current operations and enable predictive decision-making. Timestamp: 14:55 to 19:35.
- How AI and automation are reshaping the customer experience while managing risk and security. Timestamp: 24:34 to 27:32.
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Evan Davis Executive Managing Director, Federal Growth, Maximus -
Timothy Ferguson Assistant Director Criminal Justice Information Services (CJIS) Division, FBI
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