Government generally moves at a pace that isn’t conducive to rapid change. But the latest cloud-based technologies – and a public cooperative called NASPO ValuePoint – promise to challenge that maxim in 2018.

According to Statista, there are 9 distinct industries commonly served by U.S. contact centers, and Site Selection Group estimates U.S. organizations employ approximately 3 million call center agents.

There is no need to step foot into the local mall for holiday shopping. Consumers don’t subscribe to “patience is a virtue,” never having to wait in a line to return an item or in a telephone queue to speak with a company’s agent.