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 usage instructions / configurations administrators can configure pace using the following logic blocks the states and rules tabs in process settings are designed to integrate pace (proactive connect enhancer) with the ameyo system pace acts as a customer provider, and together with ameyo’s predictive dialer, it forms the complete pace solution pace maintains the customer cache from which the dialer picks records for outbound calls pace is used when customer behavior patterns are known in advance based on this behavior analysis, specific rules can be created to optimize call strategies and improve overall productivity 1\ customer state (prioritization) state tab in process settings (licensable) this feature categorizes customers into groups (states) based on user behavior and each state can be assigned a specific dialing percentage 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 to activate pace, ensure that “pace based customer provider” is selected in the settings of a parallel predictive campaign administrator screen "state" tab in process settings allows you to create the states and assign the dialing percentage to each state add a state to create a new state click add in the state tab in the pop up window, enter the state name specify the dialing percentage for the state ensure the total percentage across all states does not exceed 100 create multiple states as needed, distributing up to 100% among them default states you must have to create the following three default states to enable the pace even if you assign zero to very less dialing percentage to them freshnumber it is a group of fresh numbers catnumber it is a group of numbers for which cat (call around time) is set call around time is the preferred time duration (such as during office hours 10 am to 7 pm) of a customer to contact for any communication ns it is a group of numbers for which cat (call around time) is not set modify a state to modify an existing state select the state from the list to display its details in the right section update the state name or state percentage as required make sure that total percentage in all states should not exceed 100% click apply to save the changes, or refresh to discard them delete a state the deleted state cannot be restored if a state is being used in pace and predictive dialling, then the deletion of that state will impact the functioning of pace and predictive dialing to delete a state select the state you wish to remove click the delete icon review the warning message displayed click yes to confirm and permanently delete the state 2\ pacing rules rule tab for pace in system settings (licensable) 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 rule tab in system settings allows the administrator to create the rule for the pace add a pace rule perform the following steps to add a pace rule click "add" to add a pace rule using the following pop up provide a name for the rule provide the order of execution in numbers (optional)cat time provide the target cat (call around time) in hh\ mm\ ss format the call will be made to the customers only during this time suppose a case where three different pace states such as "state1", "state2", and "state3" have been created after calling, the customer (say c1) is moved to from "state1" to "state2" if the pace rule is applied again on the same customer (c1), then the customer will move from "state2" to "state3" but, if the administrator wants to change the state of the customer (c1) back to "state1" from "state2" or "state3", then the administrator has to create the rule and provide "0" (zero) values in both cat and ncb fields instead of adding zero as value, these fields should remain blank to decrease the unnecessary manual inputs to meet this requirement, the cat and ncb fields in the pace rules have made optional fields instead of being mandatory ( ) symbol with these fields have also been removed if you want to set the time before which no call should be made to the customers, then enter this ncb (not to call before) time in hh\ mm\ ss format except "freshnumber", "catnumber", and "ns", you can select a customized state upon which the rule will be applied provide the target number click "next" to proceed to the next page, which lets you add the rule conditions here, you have to add a condition for the rule in "lhs" drop down menu, select any of the following values system disposition disposition code disposition class last status last disposition last dialed time cat time ncb time connection state campaign id select any of the following operators = <> <= >= provide the corresponding value for any selected "lhs" condition in "rhs" text field click "add" to add the rule you can add multiple rules here to manage them, you can select any of the following options any of the following select this option to run the rule when any of the selected conditions are matched all of the following select this option to run the rule only when all of the selected conditions are matched you can click on delete icon to delete any rule click "next" to go to the next page, where the action can be selected 15 you can select any of the following actions here none select it not to perform any action on the state (group of numbers), which meets the pre selected conditions move to owner's lead select it to move the state (group of numbers) to the owner's lead, which meets the pre selected conditions move to lead select it to move the state (group of numbers) to the lead, which meets the pre selected conditions if selected, it shows a drop down menu that lets you select the lead to which the numbers can be moved click "finish" to create the rule you can create multiple rules by performing these steps modify a pace rule perform the following steps to modify a pace rule select a pace rule which you want to modify, and click "edit" button the information of the selected rule is visible on the same modal which was used to create the rule here, you can change the state name and the state percentage as well delete a pace rule perform the following steps to delete a pace rule select the pace rule click "delete" button present on the top right corner to delete the pace rule it shows the following pop up click "ok" to delete the rule, else click "cancel" to cancel the seletion process 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