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March 12 2018 • Issue 18:03:01

Payments' new tools:

digital, diversified, dynamic

helping merchants simplify and scale their businesses. He
said Paya will leverage its enterprise resource planning
(ERP) channel expertise by opening tools and application
program interfaces (APIs) to partners. Paya's clients
use ERP models to deliver common procedures across
departments, divisions and supply chains, he noted.

"On the service side, traditional ISOs and ERPs require
different training and tools," Cohen said. "A merchant
may ship a terminal to an ISO if the help desk can't resolve
an issue; ERP partners may troubleshoot routers and
connectivity, but they're not going to send back their POS."
Duayne Haskett, Chief Executive Officer at Atlanta-
based Defyne Payments, remarked on the influx of new
By Dale S. Laszig technology companies entering the payments space.
"These technically savvy companies need experienced
ayment technology is changing, and merchants partners to help them integrate payments into their
are changing with it. Smart cards are replacing software platforms," he said. "By merging our payments
dumb swipes. Interactive conversations are
P replacing simple clicks. Mobile and cloud-based expertise with their technologies, our partners can deliver
fast, simple, transparent services and support."
solutions are replacing single-use devices, delivering a
consistent customer experience across in-app, in-store Haskett said it's important for MLSs to partner with
and online channels via smartphones, tablets, laptops and companies that provide a multichannel approach to
integrated systems. Merchants still need merchant level integration through a variety of partners. "One of our
salespeople (MLSs), but not for term sheets and terminals.
tenets is to redefine the agent experience by providing
the tools they need to compete in specialized markets," he
Today, anyone can transact anywhere on any device. MLSs said. "Solution selling requires industry knowledge and
need new tools of the trade to help merchants compete payments expertise; the shotgun approach is no longer
in the digital world. This article explores our industry's effective."
evolution from countertop POS to specialized software,
and from top-down systems to distributed service models.
Industry experts herein assess the new payments value
chain and its opportunities and threats. Contributed articles inside by:
Software and payments Steven Feldshuh ...................................................................................32

"Software and payments are on a collision course, driving Jeff Fortney .............................................................................................34
partnerships throughout the industry," said Greg Cohen, Barry Davis ..............................................................................................36
President at Paya, a payment processor and solutions Don Bush .................................................................................................38
provider based in Reston, Va., formerly known as Sage
Payment Solutions Inc. Cohen described the company's TOC on page 3
rebranding as part of a technology-driven approach to

Continued on page 30