ATA Becomes PACE: The Professional Association for Customer Engagement

The American Teleservices Association (ATA) announced it has rebranded itself as the Professional Association for Customer Engagement (PACE). The association also revealed what it calls “Partners in Progress,” key relationships with member companies that “recognize the value of pursuing and supporting true customer engagement.” The current Partners in Progress are PossibleNow, Five9, NobelBiz, Defender Direct, EPIC Connections, and iPacesetters.

The 30-year-old trade association, described as “the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations,” is getting a facelift to more accurately reflect the evolution of the industry and the leadership the association provides.

“As social media and cloud-based technologies radically transform customer expectations, we feel that customer engagement is a much better term to describe the evolution of the communications and business interactions that will support our customers,” commented Phil Grudzinski, CEO of PACE. “The digital transformation that broadband and other internet technologies have provided has forever changed the way we all interact with our customers and with a broader agenda, our association is now uniquely positioned to proactively face the future, multi-channel, challenges of engaging consumers.”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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