PACE

overview pace (pro active connect enhancer) is a software module designed to add intelligence to the outbound dialing process it works in conjunction with the predictive dialer to optimize lead selection and improve productivity unlike standard dialing modes that may simply iterate through lists, pace analyzes transaction history and customer profiles to define a smarter contact strategy by categorizing customers based on past behavior and identifying the best time slots to call, pace effectively "adds brains" to the dialing process, ensuring agents connect with the right customers at the right time how it works pace functions by implementing an intelligent dialing strategy based on four core parameters as shown in the image below prerequisites predictive dialer pace is not a standalone dialing mode; it works in conjunction with the predictive dialer module package licensing features are subject to the opted package and may require add ons or upgrades configurations administrators can configure pace using the following logic blocks 1\ customer state (prioritization) this feature categorizes customers into groups (states) based on user behavior logic a dialing priority is assigned to each state customers in a state with a higher assigned percentage/priority are dialed first example configuration you can define states such as "freshnumber" (40%), "closure" (30%), or "ptp" (promise to pay 20%) to ensure high value leads are prioritized 2\ pacing rules pacing rules control the order of dialing by applying custom dispositions and call parameters there are four types of rules available simple rule configures multiple attempts and retry times for specific system dispositions timer rule analyzes call activity within a specific time window to determine patterns upload rule assigns tags to contacts during the list upload process, allowing pace to behave differently based on the assigned tag complex rule allows for custom rules defined using javascript for specific, advanced use cases 3\ call around time (cat) cat is a re dial strategy designed to maximize connects logic it sets a specific duration after which a number should be re dialed if the previous attempt failed (e g , "busy" signal) example if a call is "busy" at 11 00 am and cat is set to 2 hours, the system will automatically re dial that number around 1 00 pm 4\ not call before (ncb) time ncb ensures compliance and improves customer experience by preventing calls at inappropriate times logic based on previous interaction history, the system determines specific times when a customer prefers to be called pace ensures the dialer does not "throw" the call to the customer until that specific time period has passed use cases high value lead prioritization using customer state , a sales team can ensure that leads marked as "closure" or "interested" are dialed before "fresh" leads, increasing conversion potential automated retry management using call around time (cat) , a campaign can automatically recycle "busy" numbers after a set delay (e g , 2 hours) without manual agent intervention customer experience optimization using not call before (ncb) , businesses can respect customer time preferences, reducing the nuisance of calls at the "wrong time" and improving brand perception benefits maximize customer connects smarter algorithms lead to a higher number of connected calls optimize agent productivity ensures agents spend time talking to prospective customers rather than dialing or waiting reduced telecom costs proactive strategy reduces wasted dial attempts smarter contact strategy enables configuration based on customer segmentation and interaction history reduced nuisance calls prevents calling customers at inconvenient times, reducing negative feedback limitations & considerations dependency pace is a software module that must be used with the predictive dialer; it does not function as a standalone dialing mode technical complexity creating "complex rules" requires knowledge of javascript licensing availability of specific pace features is subject to the commercial package and may require add on costs additional resources for more details on how to set up a basic pace campaign from the admin panel, please find the docid nnzz6kw5jlxjwet tz6s for the admin guide