USPS teams with Google Cloud for call center relief - FedScoop

The U.S. Postal Service plans to reduce wait times on about 80 million customer calls fielded annually through a partnership with Google Cloud announced Thursday. USPS awarded Carahsoft -- Google Cloud's authorized distributor for public sector clients -- a cloud contract with a $50 million ceiling covering customer experience and mail delivery solutions. Increased delivery competition from new carrier services like Amazon has the postal agency reinventing itself, and call center customer experience is "one of the bigger pain points," Mike Daniels, vice president of global public sector at Google Cloud, told FedScoop. "Their call wait times are very unacceptable. They're limited in what they can do with respect to staffing; you can't just throw more people at it," Daniels said.