Morning ramp
Agents trickling in. Held dial level low for the first ten minutes, then raised it as logins passed 20 so nobody sat idle.
dial level 1.5 → 2.6 as agents 6 → 24Predictive dialer · AI admin on permanent shift
The dialer admin that never logs out.
PacelineCX is a predictive dialer with an always-alert admin built in. It reads your live campaign stats, lead queues, carrier traffic and servers every minute of every day, fixes what it's allowed to fix, and wakes the right person for the rest.
Pacing tied to agent wait time
30-day drop-rate guard
Every change logged and reversible
ADMIN ON SHIFT · 3 campaigns
14:22 ET
Agent wait8.1starget < 10s
Drop · 30d2.1%limit 3.0%
Dial level2.8▲ from 2.4
Lead runway46mof leads queued
Sample data for illustration.
Why PacelineCX
Other dialers give you settings. PacelineCX gives you an admin.
Every predictive dialer has the controls a contact center needs. The gap is the person watching them. A great dialer admin works one shift and covers a few campaigns. PacelineCX covers all of them, all day, every day, and writes down everything it does.
Always alert
Never off shift
Checks pacing, drop rate, lead queues, answering-machine detection, carriers, caller IDs and server health continuously. Overnight, before the first login and after the last logout too.
Acts in bounds
Fixes, not just alerts
Most monitoring tools send you a red light. PacelineCX makes the fix itself inside the limits you set, and only escalates what needs a person.
Explains itself
A log you can read
Every change shows what it saw, what it changed, before and after, and a one-click rollback. Your managers review it like a colleague's shift notes.
A 24-hour shift
What the admin caught while you were busy.
One day on a three-campaign outbound floor, from the nightly list reset to the end-of-day recap.
Nightly list reset verified
Confirmed every list reset ran, recounted callable leads per campaign and flagged one list that came back empty.
list 1109: 0 callable after reset → flagged for morningRecording storage at 88%
Moved last month's call recordings to archive storage and paged the on-call manager, because the drive would have filled before the next shift.
recordings 88% → 61% · on-call manager pagedPre-shift check
Restarted a stalled lead-loading process, confirmed server clocks are in sync and filled every lead queue before agents log in.
lead queue 0 → 2,000 on 3 campaigns · clock drift 0.02sMachine detection hanging up on people
Sampled calls marked as answering machines and found live voices in 9% of them. Proposed a more patient detection setting for a manager to approve.
machine calls with a live voice 9.0% → proposed: +300ms thresholdCarrier failing
One carrier started rejecting calls. Shifted traffic to the healthy carrier within the minute and paged the on-call manager.
carrier B failures 11% → traffic split 50/50 → 90/10Caller ID likely spam-flagged
One number's answer rate fell well below the rest of its group. Asked to pull it from rotation and swap in a rested number.
caller ID …0142 answer rate −41% vs. groupLead queue running low
Under an hour of leads left. Recycled no-answer and busy leads under your retry rules and kept the new-lead mix.
recycle no-answer, busy · 1-in-3 new keptDrop rate trending up
The 30-day drop rate was on track to pass 2.7% by Friday. Capped dial level on the campaign causing it instead of slowing every campaign.
30-day drop 2.5% ↗ · cap OUTBOUND_03 at 2.4, others untouchedCalling window closing
Eastern leads stop at your 8 PM cutoff. Moved the queue to Central and Mountain lists five minutes early so agents didn't run dry.
20:00 ET cutoff → queue shifted to CT/MTEnd-of-day recap sent
Sales and transfers, connect rate, drop rate, agent wait and every change made today, per campaign, in the managers' inboxes.
sales + transfers 138 · connect 11.4% · 14 changes, 0 rolled backWhat it watches
Everything a senior dialer admin checks. Every minute.
PacelineCX reads the same live stats, logs and records your best admin would. Nothing has to be exported or rebuilt first.
Pacing and compliance
- Agent wait between callsDial level moves through the day to hold your target, usually under 10 seconds.
- Drop rate, rolling 30 daysWatched per campaign against the 3% abandonment limit, with room to spare.
- Calling windowsEach lead's local hours plus your stricter cutoffs by state, region or client.
Leads and lists
- Lead runwayMinutes of leads left in the queue, not just a lead count.
- List mix and recyclingRotation, new-lead ratios and retry rules applied on schedule.
- Nightly resets and DNCConfirms resets ran and new loads were scrubbed before dialing.
Calls and carriers
- Carrier healthFailure, congestion and unavailable rates per carrier, with automatic failover.
- Answering-machine detectionSamples machine-flagged calls for live voices so the dialer isn't hanging up on customers.
- Caller ID reputationAnswer rate per number against its group to catch spam-flagged IDs early.
Servers and agents
- Dialer processesRestarts a stalled dialing or lead-loading process before the floor notices.
- Database and storageDatabase errors, slow queries and recording storage.
- Agent statesLagging connections, dead air, long pauses and calls left without a disposition.
Guardrails
You set the limits. The admin works inside them.
Pick, setting by setting, how much the admin can do alone. Anything it isn't sure about goes to a person.
Detect
A signal drifts outside the target you set for that campaign.
Diagnose
It checks the likely causes in order: agents, leads, carriers, machine detection, servers.
Act or escalate
Inside your limits it applies the smallest fix. Outside them it asks or pages.
Log and verify
It records before and after, then checks that the fix worked.
Fix on its ownRoutine tuning inside set bounds.
dial level 1.5–3.2 · lead refillsAsk firstChanges that affect customers or cost.
machine detection · caller ID swapsPage immediatelyAnything that stops the floor.
carrier down · server or storage alarmsCompare
Someone always at the controls.
| Self-managed dialer | Typical hosted dialer | PacelineCX | |
|---|---|---|---|
| Who's watching at 2 AM | Nobody, unless you staff it | Vendor uptime monitoring only | The AI admin, with paging |
| Pacing | Set by hand, checked when someone remembers | Vendor algorithm, limited control | Tuned to your agent-wait target all day |
| Drop-rate control | A fixed setting, no forecasting | Built in, hard to see into | 30-day forecast, capped per campaign |
| Machine detection, carriers, caller IDs | Found when agents complain | Partly managed by the vendor | Checked continuously, fixed or escalated |
| Audit trail | System logs, hard to read | Varies | Plain-English log with rollback |
| Voice quality | Depends on your own hardware | Shared servers, audio varies with load | Dedicated server per 30 seats, never shared |
| Your data | Yours | Locked to the platform | Yours, on your own dedicated server |
For the floor
Built for the people on the phones, too.
A clean agent screen
Everything an agent needs on one screen, in your brand.
- Script, lead details and dispositions together
- Callback and transfer flows in two clicks
- Your colors and logo, set per client
AI QA on every call
Every call scored against your own scorecard, not a handful sampled per agent each week.
- Your QA form, your weights
- Coaching notes ready for team leads
- AI scores calibrated against your auditors
Who built it
Made by people who run outbound floors.
PacelineCX was built by contact center operators who manage live outbound campaigns across multiple clients and industries. The rules it follows are the ones we enforce on our own floors every day.
24/7Admin coverage, including nights and weekends
< 10sTarget agent wait between calls
3.0%Drop-rate limit, watched on a rolling 30 days
Pilot program
Put the admin on one campaign first.
Run a campaign on PacelineCX next to your current dialer for 30 days. Compare connect rate, agent wait and drop rate yourself.
Pilot
- Seats
- 3 to 25 agents on one campaign
- Length
- 30 days
- Setup
- We load your lists, scripts, dispositions and carriers
- Hosting
- Dedicated US-hosted server
- Server fee
- Waived during the pilot
- Price
- $25 per seat / month. After the pilot, $2,000 / year per dedicated server (up to 30 seats each). VoIP billed separately. See pricing
FAQ
Questions dialer admins ask first.
Does this replace my dialer admin?
No. It takes the minute-by-minute watching off their plate so they can work on list strategy, campaign setup and carrier deals. They set the limits, approve the bigger changes and review the log.
Will it slow dialing every time drop rate rises?
No. Slowing every campaign leaves agents idle. PacelineCX forecasts the 30-day drop rate, finds the campaign driving it and caps only that one, while keeping agent wait near your target everywhere else.
What happens if the AI makes a bad change?
Every change is logged with the before value and can be rolled back in one click. The admin also checks whether each fix worked and reverts it if the numbers get worse.
Can we move over from our current dialer?
Yes. We import your lists, dispositions, scripts and campaign settings, and set up your carriers and caller IDs during the pilot.
Does PacelineCX make us TCPA compliant?
PacelineCX enforces the drop-rate limit, calling windows and DNC checks you configure, and keeps a record of them. Compliance with the TCPA, the Telemarketing Sales Rule and state laws remains your responsibility, so review your settings with your own counsel.
Where is it hosted?
On dedicated US servers, one for every 30 seats, never shared with another company. Voice runs in real time, so a server of your own means clearer audio, no clipped hellos and pacing numbers you can trust.