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Spotlight Innovators
Sell for a company that cares
Karawadra also urges sales people in the payments industry to do an analysis of their own on the company or companies
they board business with. Is the process cumbersome? Is someone always available to answer questions when you need
it? What kind of ongoing communications occur during the application review process? Does the company ever ask what
they can do to provide better service to you?
If any of these questions leave you pondering about the quality of a partner relationship, or you are wondering if there
could be a better option for you, Karawadra invites you to visit Impact PaySystem's website, call 877.251.0778 or contact the
company via email to discuss the potential of starting a selling relationship.
Knowledge of the
payments industry
findings and commentary by payments industry leaders
innovating in the space. Part 2 will examine how merchant
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26
January 14, 2019 • Issue 19:01:01
By Dale S. Laszig Enterprise selling in an
SMB world – Part 1
SMBs face.
Help me innovate
level salespeople (MLSs) can use their industry knowledge
and personal experience to solve the most pressing issues
During the past two years, Paysafe Group's Lost in
Transaction series has highlighted global payment trends.
their efforts to balance frictionless checkouts with payment POS solutions. and the customer experience. comple May 13, 2019 • Issue 19:05:01
In its latest installment, researchers surveyed 601 card-not-
present (CNP) SMBs in the United States, Canada, United
Kingdom, Germany and Austria and 306 card-present
SMBs in the United States and Canada. Respondents shared
uoyed by reports of record 2018 holiday spend-
set of challenges.
attitudes about payment acceptance methods, innovation
ing, analysts predict more retail growth in 2019,
particularly in the evolving small and midsize
B business (SMB) sector. Advanced technologies
O. B. Rawls IV, chief commercial officer, payment processing
have introduced SMBs to a big-brand experience and new
mortar retailers aspire to truly innovate at the intersection
of payments and the in-store experience. In response,
Conversational commerce:
Independent research by global payments provider Paysafe
Paysafe's sales discovery process has evolved from price
Group found SMBs struggle with "competing priorities" in
and service discussions to needs assessment and solution
selling, he noted. Direct and indirect sales representatives
security. Lost in Transaction: The future of payments for SMBs,
have been centering conversations with merchants about
at Paysafe, said the research revealed that brick-and-x, interactive, evolving
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: Payment technology's evolution began when interactive
security, data protection, business management tools and
IVR systems
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
transactions, such as in-app payments, make them more
vulnerable to fraud. Seventy-six percent reported feeling
"The end goal is to help our customers implement solutions
that enable them to better their business," Rawls said. "By
This is the first article in a two-part series that takes a
deep dive into today's SMB market. It takes a deep dive
into evolving SMB environments and includes research
voice response (IRV) systems and dial modems began to
TOC on page 3 I it may seem incongruous to use machines to per- at Semafone, noted that Cardprotect 4.0 is Payment Card
Jeh Holsomback ...................................................................................20
replace phoned-in payment card authorizations. Like Morse
By Dale S. Laszig
code, early touchtone phones linked numeric values with
Steve Norell ............................................................................................34
dual-tone multifrequencies (DTMF) to enable machines to
Martina Jeronski ...................................................................................36
transmit credit card numbers. Over time, service providers
eavesdropping on sensitive payment card data.
Nicholas Cucci ........................................................................................40
began to mask DTMF sounds to prevent criminals from
Bill Pirtle ...................................................................................................42
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
provider for call centers, uses advanced DTMF masking
any device, digital assistants help deliver targeted
messages to broadly distributed audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
they serve. It's not always easy to
Industry Payment Application Data Security Standard
sentient machines are transforming transactions from times while improving customer experience," he said.
sonalize relationships, chat bots and digital assistants are
becoming adept at representing the people and companies
certification themselves," he added.
(PA-DSS) certified. "We are literally saving our payment
application partners valuable time and costs that would
Continued on page 31 differentiate between
otherwise have gone towards achieving the [PA-DSS]
machines and humans on the phone, email or online chat.
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
that advanced speech recognition has enabled IVR systems
jobs? they encroach on personal moments and take away our Brandes Elitch ........................................................................................24
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
simple clicks into complex, interactive and contextual
than they were ten years ago, which has helped reduce wait
expressions of our interests, personalities and lifestyles.
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
Contributed articles inside by:
homes and connected workplaces. Will AIs respect our
TOC on page 3
privacy and security and enhance productivity? Or will
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Continued on page 31