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All resources for customer experience management on one page including, blog posts, news, and more

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CEMax solutions help government and municipal agencies to meet a wide range of challenges.

Government Challenges

TToday in the digital age the government and the public sector cannot use traditional means of communications such as fax, email, phones, and letters, as these agencies most cope with the high demand of allowing digital channels as a means of communication. Expectations continue to rise as citizens demand fast and consistent answers from government agencies, citizens will express their dissatisfaction when expectations are not met.
In order to provide a positive customer experience to citizens, agencies most preform a technological leap and have the right tools for the job. Over the years, we helped government agencies make this leap for both the technological aspect and the processes involved. Using CEMax technology coupled with best practices, we are able to have quick wins in enabling government agencies and the public sector overcome the following challenges:

Complaint Management

Government agencies need to manage a huge volume of customer feedback and complaints that flow in from a wide range of sources.

Quality of Service

Government agencies are expected to initiate self-learning and improvement processes to ensure a high quality of service to the public.

Specialization and Expertise

Government services are highly specialized and each complaint needs to be routed to a person with the right skills, knowledge and expertise.

Information Privacy

Government agencies are highly regulated and need to protect the personal data of the general public.

Fast, Accurate Response

The general public expects to get a fast, accurate and reliable response from government agencies via a wide range of devices and communication channels.

Legacy Applications

Government agencies need to access and share data stored in different types of applications and legacy systems.

CEMax solution

A full application suite for the government and the public sector

A modular application suite that can be implemented on the cloud or installed locally (on premises). Our solution incorporates specific best practices and know-how for public sector and government. A specific project team can customize our solution to your needs. Learn more about CEMax offering:

Full Suite of Applications

Includes built-in complaint management, customer engagement, voice of the customer, and social media monitoring in one application platform and with no third-party add-ons.

True Omni-Channel

Enable customers to contact the organization through all communication types, like e-mail, SMS, MMS, web, phone calls, voicemail, letters, fax, social media, mobile, and more.

Automated Feedback Routing

Our adaptive workflow engine will make sure each piece of feedback or complaint is being executed with the right service level agreement schedule and routed to the right people within the organization. Depending on the complaint type and other properties like location, regulation, customer sentiment, and other important characteristics, the machine learning workflow will create the tasks needed to resolve the complaint, assign the right people to each task, send email and other correspondence to people within the organization and customers, track every task so it meet its deadline, and execute escalations when needed.

Simplified Communication

Correspondence will be sent automatically depending on the user needs or the workflow task being executed. Enable your employees to communicate directly with customers via our fully featured automatic correspondence engine.

Dashboard and Reports

View key performance indicators, get up-to-date status, open and pending tasks, reports, or drill-down to analyze data and perform root-cause analysis.

Customer Benefits

How CEMax can improve your citizens’ experience and citizens’ journey

True Omni-Channel

Enable a dialogue with citizens through all communication types, methods and devices. Enable a true omni-channel service for all ages by lowering the barriers for citizens to communicate. Citizens can use traditional methods as well as Twitter, Snapchat, Instagram, and more.

Experience Portal

Deliver personalized dashboards and advanced analytics to managers and others. Automatically receive key performance indicators and actionable insight.

Improve Service and Services

Gain insight about the public’s needs and wants, monitor all social media, identify needed services or service faults, and the improvement required. Understand the reasons behind feedback scores, and improve and reduce interaction times

Reliable, Field Proven Technology

Our innovative technology solutions are based on stable and reliable technology. Our solutions are already in use by major large-scale institutions like: government agencies, banks, retailers, manufacturers, and more.

Standardize Service Activities

Streamline services based on specific well-defined best practices, regulation guidelines, procedures, processes, and policies. Get notified on any irregularities within the process.

Holistic Solution / Lower TCO

Receive all experiences from the public in one centralized hub, handling service, feedback, complaints, and social media in one holistic solution. Lower operating TCO while gaining more clarity about citizens’ experience.

Hear from CEMax about our government and public sector offering.

Learn from CEMax how to become more citizen-centric, provide better service, gain citizen insight, improve services, and lower TCO. Learn how CEMax solutions will help you make the technological leap.

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CEMax’s solutions for the government and the public sector

Please see our solution offering for your organization

Complaint Management
CEM Solutions

Strengthen brand loyalty and promote a long-term customer life cycle

Learn more
published Surbey
Voice of the Customer
VOC Solutions

Make sure the “customer voice” gets heard throughout the organization

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Case Management
CEC Solutions

Advanced case management supporting all communication types

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Social Monitor
Social Media Monitoring
CEM Solutions

Monitor your brand mentions on social media

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Knowledge Management
Solutions Addon

Empower employees and customers with right information at the right time

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Email Management
CEC Solutions

Simplify email management, boost service responsiveness

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NPS Dashboard
EFM Solutions
CEM Solutions

Act on customer feedback to deliver continuous improvement

Learn more
Dashboard  text
Customer Engagement
CEC Solutions

Next-Generation customer service as a strategic differentiator

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Government Resources

Blogs, news, case studies, and other useful information

For more information about our solutions please see the following:


CEMax blog posts, get insights on customer engagement, customer experience, and customer service


CEMax news, press releases, updates, new features, and up-to-date info about CEMax


All resources for customer experience management on one page including, blog posts, news, and more


Glossary containing all relevant acronyms relating to customer service, CEM and CEC

Contact CEMax for a personal demo about our government solutions