The PACE Pulse is designed to keep you up-to-date on PACE members and events and issues that impact the contact center industry!

Greetings PACE Members!

You have all been on my mind constantly as we, the inhabitants of the planet Earth, face one of the most unpredictable and unforgiving challenges of our lifetime. I think you will all agree that everything has changed in 2020, from the way we work, to the way we go to school, to the way we interact with family, friends, and strangers. So, before I say anything more, I want you to know that the health and safety of our PACE members and their loved ones are always our highest priority and at the forefront of everything that we do.
Read the full letter, INCLUDING new changes to ACX’20 here
We believe successful partnerships benefit everyone. We engage and support our members and partners through business development services, on-line and in-person events and mutually-beneficial, collaborative efforts.

In recent months, BBC Technology Solutions has helped companies transition thousands of employees to their homes by providing refurbished laptops and desktops, ensuring that businesses can continue to meet the needs of their clients remotely. We provided a local contact center with multiple locations across the United States with more than 700 desktops and laptops combined. We completed this process within 72 hours.

As we navigate this global crisis, BBC will be your trusted partner to assist with business continuity plans, including IT hardware buyback programs and disaster recovery auditing and storage solutions. Here is a quote from one of our clients:

“Thank you so much for your team’s quick response to our equipment request.”

– VP of IT, Security Officer

BBC Technology Solutions will continue to offer its clients the personal one-on-one service that they deserve and expect.  We are here to support your IT hardware needs, helping you to prepare for the return of staff to the office, and getting the most out of the systems that were deployed.   BBC can deliver laptops, desktops, LCD monitors, and Chromebooks licensed, imaged, and ready-to-go, guaranteeing that your company always has an IT hardware partner that will go the extra mile for you.

Hear directly from one of our satisfied customers, by viewing the testimonial here. 

Contact Info

Michael Sutter, President

Office – 513-617-4822


PACE provides a united voice in advocating for the benefit of contact centers on federal, state, and local levels.
PACE encourages members to submit articles that are directly related to the contact center industry and the members and customers we serve. We are dedicated to providing our members, customers, and those impacted by our industry with content to help them navigate the ever-changing contact center landscape. 

PACE BPO Member Capacity Assistance

In an effort to help members during this COVID-19 crisis, we have identified some of our members, who have available capacity in their contact centers or via their work-at-home agent process. If you are a contact center company and would like to be included on the list please email me at The list contains the company and direct contact information

PACE Supplier Solutions Assistance

During these difficult times, PACE is doing what we can do assist our members and their needs. If you need help with a work at home solution, other technology or consultative solutions or equipment, PACE members are there for you. To see a list of members who can help go here or reach out to the PACE Management Team directly.  We are all in this together!

July COF Call

Wednesday, July 15, 2020  
2:30 PM ET/1:30 PM CT 
For members only!  
If you have any questions, please don’t hesitate to contact Susan Burt.

July DNC Holidays

Please be advised of the following state Do Not Call holidays for July.Friday July 3, 2020 (Recognized holiday for Independence Day) – AL, LA, NE, UT

Saturday July 4, 2020 (Independence Day) – AL, MS, NE, RI, UT, PA

Monday July 6, 2020 (Recognized holiday for Independence Day) – MS (state offices may observe on this day), RI

Friday July 24, 2020 (Pioneer Day) – UT

In Nebraska, businesses may only send prerecorded messages from 1-9pm on the listed holidays (unless an exemption applies). In all other states, businesses should suppress telemarketing calls on the listed holidays (unless an exemption applies).

Note: Louisiana is the only state that provides specific DNC holidays. According to the PSC website, the DNC holiday is July 3rd. The website does not list July 4th as a DNC holiday. Other states do not provide this level of specificity; therefore, it’s unclear whether businesses must suppress calls on both the legal holiday (July 4th) and the recognized holiday (July 3rd or July 6th). To be safe, we applied the DNC holidays on both days.

This e-alert is provided for informational purposes only and should not be construed as legal advice. Please log into the Regulatory Guide for more information. Please consult an attorney for legal advice.

FCC Issues Request for Comment

The Federal Communications Commission (“FCC”) has issued a Request for Comment on a Petition for Expedited Declaratory Ruling filed by Assurance IQ, LLC relevant to the teleservices industry.  Specifically, the FCC requests comment as to whether a caller may presume consent under the Telephone Consumer Protection Act (“TCPA”) where they have a reasonable basis to do so and until such time as the called party claims they did not provide consent.  PACE plans to file comments with the FCC and would appreciate your input and any experiences or demonstrative information you or your company can provide to support granting portions of the Request relative to called party’s consent.

PACE Files Comments with FCC

In response to the Federal Communications Commission’s Further Notice of Proposed Rulemaking related to STIR/SHAKEN implementation, PACE filed comments reiterating its call for systems and processes to protect legal callers from improper call blocking. PACE highlighted the need for carriers to provide call blocking notices in the form of intercept of messages and SIP error codes so that legal callers can seek redress for blocked calls, and for carriers to have rapid easy-to-use redress mechanisms in place. PACE also emphasized that calls fully attested under the STIR/SHAKEN protocols should not be blocked and callers should be able to receive a full attestation for calls placed using numbers they are authorized to use, even if not provided by the carrier on whose network the call originates. The full comments are available here. PACE will continue educating the Commission on important member needs during STIR/SHAKEN implementation.

Second Circuit Causes Additional Confusion About ATDS Definition

After recent opinions from the Seventh Circuit (Gadelhak ) and Eleventh Circuit (Glasser ), a narrow interpretation of an automatic telephone dialing system (ATDS) seemed to be gaining traction. Both held that a system is not an ATDS unless it can: (a) store telephone numbers using a random or sequential number generator; or (b) produce telephone numbers using a random or sequential number generator. The narrow interpretations were welcome departures from the Ninth Circuit opinion in Marks, which held that a system is an ATDS if it can automatically dial telephone numbers from a stored list.

New FCC Provisions Increase Liability Risk For TCPA Violations

In an Order issued Friday, the Federal Communications Commission implemented enhanced liability provisions for Telephone Consumer Protection Act (“TCPA”) violations Congress passed as part of the TRACED Act. Specifically, under the new provisions:
Read the full article here

Get Access to the Industry’s Best Regulatory Guide

Get access to the industry’s most comprehensive and easy-to-use direct marketing compliance guide. RegInfoHub provides access to current regulatory information and compliance guidance for phone, text, email, fax, and prerecorded message communications. It allows you to easily create customized views based on topic and jurisdiction, so you can spend more time on marketing and customer service and less time worrying about compliance. See more details here!
PACE Compliance & Regulatory Webinar Series – All The Infographics You Could Ever Want
Thursday, 7/23/20 @1 PM ET/12 PM CT
Click here to learn more

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Professional Association for Customer Engagement
5250 E US 36 |#1102B
Avon, IN 46123
1 (317) 816-9336
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