Solving Business Processing Challenges
Who We Are
Pioneer Customer Experience is an industry leader, providing customer experience (CX) solutions to state and federal government agencies.
Tens of millions of customers supported
Hundreds of full-time employees at service centers and work-from-home locations nationwide
Award-winning commitment to employing service members
Our Scale by the Numbers
Our enterprise enables government agencies to quickly ramp up agile, large-scale contact center solutions for complex eligibility and enrollment transactions in highly regulated spaces.
Tens of millions of inbound and outbound calls, texts, and other interactions handled annually for millions of individuals
Multiple domestic call operations centers plus partnerships with global providers
Hundreds of active government clients
Billions of dollars in receivables placed with us annually
Our Enterprise Supports Many Types of Agencies and Organizations
Federal government
State and territory government
Local government
Transportation agencies
State and municipal utilities
The Power of Scale
As needed, we can leverage the capabilities and resources of our affiliates.
Best Practices Lead to the Best Results
Our solutions support our clients’ CX and digital transformation initiatives and provide performance, innovation, and peace of mind.
IT infrastructure: SSAE-18/SOC2 Type II compliant primary and recovery data centers
Compliance: Proprietary, corporate-level compliance structure – considered a best practice by the Federal Financial Institutions Examination Council (FFIEC) – covers all employees, ensures adherence with regulations and client requirements
Advanced information security architecture: One of the financial service industry’s most advanced information security infrastructures, with a hierarchical suite of policies and procedures
Disciplined execution: Mission-aligned compensation tied to results, compliance, and strategic objectives
Concierge-style client service: Dedicated liaison provides a personalized, single-point-of-service
Empathetic customer service: Empathy is one of our key performance-management metrics
Project management: Dedicated project management office with differentiated experience managing large-scale, complex engagements
Enterprise infrastructure and cloud-based, FedRAMP-certified partners: Access, security, peace of mind
Cleared onsite or work-from-home personnel: Flexible, experienced staffing
Leading-edge AI: Efficient processes, optimal outcomes