About Us

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

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