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Cybercriminals scoring deeper, wider, faster........................1 Cutter LLC.:
By Patti Murphy Expert portfolio acquisition and stewardship ..................25
Business email accounts, POS systems and collection services for Education
medical labs are burgeoning frontiers for cyberciminals. Surpris-
ingly, so are cryptocurrencies once thought to be impervious. Street Smarts SM
News The emerging inside/outside sales hybrid ..........................36
By Dee and Emily Karawadra, Impact PaySystem
News Briefs: The high cost of supporting the outside sales model is hastening
a shift toward using inside sales teams. This has proven to be cost-
EMVCo certifies MagicCube software-based solution .....9
effective and helpful in building relationships with merchants.
Authorities stepping up action against cybercrime ..........9 Legal ease:
Subscription services missing out Navigating ISO agreement termination ...............................40
by not offering direct debits .........................................................9 By Adam Atlas, Attorney at Law
The termination language in an ISO agreement is critical. Along
Man-in-the-middle attacks roil online checkout.................9
with other important clauses set forth in the agreement, it re-
Industry Update ...............................................................................12 quires careful review before the document is signed.
Views Choosing the right ISO partner - Part 2 ................................42
By Hawkins Siemon, Elevate Payment Alliance
The very point of sale: Choosing a partner is one of the most critical decisions payments
Solving coulda-woulda-shoulda syndrome .......................16 professionals make. This final article in a two-part series focuses
By Dale S. Laszig, DSL Direct LLC on issues arising in the early stages of new partnerships.
Merchants would love to drive more traffic to their stores and mer- Inspiration
chant level salespeople would love to close more sales. But inertia
can hold us back. How can we do better? No payments pro left behind .....................................................43
Online reputation management for Departments
brick-and-mortar merchants .....................................................18 Letter From the Editors ....................................................................5
By Peter Shenk, Womply Readers Speak:
Almost all consumers read online reviews for local businesses, and A dramatic fall from grace ..............................................................8
most trust those reviews as much as the opinions of friends or Calendar of Events ..........................................................................27
family. This makes online reputation management a necessity.
Spotlight Innovators ......................................................................30
New Product DateBook .............................................................................................35
Reduce risk with PCI Resource Guide .................................................................................44
DSS-certified call center solution ............................................22 Advertiser Index ...............................................................................54

January 14, 2019 • Issue 19:01:01
Knowledge of the 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.
In its latest installment, researchers surveyed 601 card-not-
payments industry their efforts to balance frictionless checkouts with payment selling, he noted. Direct and indirect sales representatives May 13, 2019 • Issue 19:05:01
and the customer experience.
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.
a itudes about payment acceptance methods, innovation
ing, analysts predict more retail growth in 2019,
particularly in the evolving small and midsize
comple
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
Conversational commerce:
of payments and the in-store experience. In response,
Independent research by global payments provider Paysafe
POS solutions.
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
security. Lost in Transaction: The future of payments for SMBs,
have been centering conversations with merchants about
published by Paysafe in October 2018, found 54 percent
at Paysafe, said the research revealed that brick-and-x, interactive, evolving
security, data protection, business management tools and
that enable them to be er their business," Rawls said. "By 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
This is the first article in a two-part series that takes a
Contributed articles inside by:
deep dive into today's SMB market. It takes a deep dive
into evolving SMB environments and includes research
Payment technology's evolution began when interactive
findings and commentary by payments industry leaders
voice response (IRV) systems and dial modems began to
innovating in the space. Part 2 will examine how merchant
replace phoned-in payment card authorizations. Like Morse
TOC on page 3 I it may seem incongruous to use machines to per- Industry Payment Application Data Security Standard
By Dale S. Laszig
code, early touchtone phones linked numeric values with
Jeh Holsomback ...................................................................................20
Steve Norell ............................................................................................34
dual-tone multifrequencies (DTMF) to enable machines to
transmit credit card numbers. Over time, service providers
Martina Jeronski ...................................................................................36
began to mask DTMF sounds to prevent criminals from
Nicholas Cucci ........................................................................................40
eavesdropping on sensitive payment card data.
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
in its flagship solution, Cardprotect. Gary E. Barne , CEO
messages to broadly distributed audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
sonalize relationships, chat bots and digital assistants are
they serve. It's not always easy to
(PA-DSS) certified. "We are literally saving our payment
certification themselves," he added.
application partners valuable time and costs that would
becoming adept at representing the people and companies
Continued on page 31 differentiate between
machines and humans on the phone, email or online chat.
otherwise have gone towards achieving the [PA-DSS]
"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
voice technologies in payments. This article explores how
times while improving customer experience," he said.
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
than they were ten years ago, which has helped reduce wait
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
jobs? homes and connected workplaces. Will AIs respect our Contributed articles inside by:
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
TOC on page 3 Continued on page 31
privacy and security and enhance productivity? Or will
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
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