PACE Regional Chapters     


    Welcome to the Professional Association for Customer Engagement (PACE)

    PACE is the only non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, both business to business and business to consumer. These channels include contact centers, email, chat, social media, web and text. Our membership is made up of Fortune 500 companies, contact centers, BPO’S, economic development organizations and technology suppliers that enable companies to contact or enhance contact with their customers. We have global membership with many international associations and companies that allow our members to view and connect with what is happening with customer engagement strategies around the world.

    From our National Convention & Expo and Washington Summit, webinars and seminars, to our six Regional Chapters that hold events around the country, PACE provides you with the tools and opportunities to become involved and stay involved with amazing networking opportunities. Simply put, our members work with other members.

     


    Important PACE Regulatory Updates

    Yesterday, PACE filed comments in response to a petition for declaratory ruling filed with the Federal Communications Commission (FCC) on March 7, 2016. The Petition asks the FCC to create a new “bright-line” rule that telephone numbers used for business purposes but registered with a telecommunications carrier as “residential” are treated as “residential” for purposes of the Telephone Consumer Protection Act of 1991 and its implementing regulations (collectively, the “TCPA”). The Petitioner is an attorney in New York State who uses a telephone number registered with the carrier as “residential” to conduct his law practice. However, he lists the number as his business number on his business card, letterhead, tax returns and with the New York State Unified Court System. He believes calls to his law practice should be protected by the TCPA.

    The issue is important because the TCPA requires a telemarketer to scrub non-exempt residential telephone numbers against the National Do-Not-Call (DNC) list before calling or if using an artificial or prerecorded voice to obtain prior express consent from the called party. The same requirements do not apply to calls to businesses. If the FCC issues a declaratory ruling as requested by Petitioner the affect would be to subject these business calls to the TCPA’s DNC and residential land-line prerecorded call provisions because a list of residential numbers is not available for telemarketers to scrub against prior to making business calls.

    To view PACE’s comments, please click here.

    Finally, the Senate Commerce, Science & Transportation Committee has tentatively scheduled a full committee hearing that will (among other things) examine TCPA litigation abuses for Wednesday, May 18. There is currently discussions with committee staff about hearing witnesses and we will keep you apprised as we learn further details.

     


    SPECIAL ANNOUNCEMENT

    FCC Seeks Comments: Residential Telephone Numbers Used for Business Purposes

    The Federal Communications Commission (FCC) is seeking comments in response to a petition for declaratory ruling filed March 7, 2016. The Petition asks the FCC to create a new “bright-line” rule that telephone numbers used for business purposes but registered with a telecommunications carrier as “residential” are treated as “residential” for purposes of the Telephone Consumer Protection Act of 1991 and its implementing regulations (collectively, the “TCPA”). The Petitioner is an attorney in New York State who uses a telephone number registered with the carrier as “residential” to conduct his law practice. However, he lists the number as his business number on his business card, letterhead, tax returns and with the New York State Unified Court System. He believes calls to his law practice should be protected by the TCPA.

    The issue is important because the TCPA requires a telemarketer to scrub non-exempt residential telephone numbers against the National Do-Not-Call (DNC) list before calling or if using an artificial or prerecorded voice to obtain prior express consent from the called party. The same requirements do not apply to calls to businesses. If the FCC issues a declaratory ruling as requested by Petitioner the effect would be to subject these business calls to the TCPA’s DNC and residential land-line prerecorded call provisions because a list of residential numbers is not available for telemarketers to scrub against prior to making business calls.

    Comments may be filed at the FCC’s electronic filing system and are due by May 2, 2016. Reply comments are due by May 17, 2016.

    PACE will be holding a webinar for all interested parties regarding this issue on Tuesday, May 3rd at 1 PM ET, with General Counsel, Michele Schuster and Government Affairs Committee Chair, Stuart Discount. To receive dial in instructions to participate, please send email correspondence to Chris Haerich. Instructions for participation will be sent out prior to the call.

    This alert is provided for informational purposes only and should not be construed as legal advice. Please consult an attorney for legal advice.

    Since 2003, PACE USA DNC Regulatory Guides have clearly and accurately explained the ever-changing telemarketing laws including TCPA in one, easy-access online source. A must have for every compliance professional. 

     


     

    PACE Announces 2016 Convention & Expo Awards

    Click here to see a list of this year's winners. 

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    Regulatory News

    February 16, 2016

    The Professional Association for Customer Engagement (PACE), along with its co-petitioners, today filed the Reply Brief in its appellate challenge to the Federal Communications Commission’s recent order interpreting the Telephone Consumer Protection Act of 1991 (TCPA).

    Congress passed the TCPA to restrict calls to cellular and other specified telephone lines made using an “automatic telephone dialing system”—specialized dialing equipment that automatically generates and dials thousands of random or sequential numbers, often to deliver unwanted prerecorded messages. Congress did not, however, prohibit all forms of computer-assisted dialing. The Reply Brief outlines how in the challenged order the Commission misinterpreted this focused law and concluded that it applies to a broad array of common, beneficial dialing equipment.

    brief. To read the brief in its entirety, CLICK HERE.


    January 18, 2016

    On Friday January 15th, the Federal Communications Commission (FCC) filed its Brief in ACA International, et al. v. Federal Communications Commission and United States. The Brief was filed in response to the ACA’s, PACE’s and other petitioners’ challenge of the FCC’s July 2015 Declaratory Ruling and Order on the Telephone Consumer Protection Act (TCPA), which substantially broadened the prohibitions of the TCPA’s automated dialing provisions. In its Brief the FCC attempts to justify its Declaratory Ruling and to provide further support for its broad reaching conclusions regarding its interpretation of the TCPA. READ MORE….


    November 25, 2015

    The Professional Association for Customer Engagement (PACE) today filed the opening brief in its appellate challenge to the Federal Communications Commission’s recent order interpreting the Telephone Consumer Protection Act of 1991 (TCPA).  READ MORE...

    PACE Filed Brief

    PACE Appeal Venue Announced

    FCC Declaratory Ruling

    FCC's June 18, 2015 Meeting Transcript

    Click here for all PACE Regulatory Press Releases


    News & Blogs

    Stay up-to-date on the latest industry, regulatory and consumer best practices news with the continually updated PACE news and blogs. Why look anywhere else? PACE provides you with all the best information on industry best practices, provision of industry benchmarking, meaningful and productive networking opportunities, and compliance programs from the industries top thought leaders!

    Join now to receive exclusive industry information only available to PACE members.

    Networking

    There is one primary rule in business – be profitable. Whether you gain revenue by serving as a Business Process Outsourcer (BPO) or a company relying on vendor partners to reach customers and industry consultants, PACE is the place to network. All things being equal, Members buy from Members.

    Take advantage of all the great networking opportunities at PACE.

    Library

    PACE offers outstanding resources to help develop and enhance critical business development for economies worldwide. From technology and customer service, to legislation and regulation, PACE provides a forum for contact center professionals to promote education and foster significant business development and growth.

    Become a member to take advantage of all the industry information designed to enhance your business.

    Education

    Education drives innovation and excellence. PACE provides events and programs for sharing “real world” industry best practices, provision of industry benchmarking, meaningful and productive networking opportunities, and compliance programs, guidance and accreditation have created a broad and comprehensive collection of industry content at both our National and Regional Chapter Events as well as through our communities and file libraries.

    Learn about the upcoming events near you or join PACE to take advantage of all the great content available only to members.

    SRO

    The PACE-SRO incorporates aspects of governmental regulations and consumer protection rules for contact centers. The goal of the PACE-SRO is to assure a positive contact center experience for consumers and provide an objective system that reinforces companies’ commitment to government compliance.

    Click here to learn more about the PACE-SRO.

    Regulatory

    PACE provides advocacy, education, networking and commercial value for its members. The association has continued to work with the FCC, FTC and CFPB in developing consumer advocacy programs which have culminated into an industry certification program and a Self-Regulatory Organization designed to improve consumer privacy and protection. PACE also monitors federal and state legislative, regulatory and case law developments on an ongoing basis.

    Join now to receive exclusive regulatory information only available to PACE members.

    Global

    PACE offers outstanding resources to help develop and enhance critical business development for economies worldwide. From technology and customer service, to legislation and regulation, PACE provides a forum or International Chapter for contact center professionals to promote education and business development.

    Learn more about PACE Global.

    Events

    Each Spring the PACE Convention & Expo brings together Industry professionals from around the globe for high powered networking and business development coupled with cutting edge educational content all in a fabulous resort location.

    Fall holds the Washington Summit where regulators speak directly to attendees about the latest changes in consumer protection and risk management.

    Regional Chapters create a vibrant community that offers members the opportunity to network with other local professionals and receive quality educational offerings close to home.

    Advertising

    Advertise or promote your company from a reputable source including the PACE Vendor Directory, Customer Engagement News and socially in the Community Management Platform. Gain access to reputable members, vendors or buyers through the PACE membership directory (Members only) and form strategic partnerships. This is your lead generation forum.

     

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