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InsideGS
Cover Story Education
Growing portfolios with new Legal ease:
markets, product opportunities ..................................................1 ISO succession planning...............................................................34
By Patti Murphy By Adam Atlas, Attorney at Law
Sometimes opportunities manifest as new verticals, such as the Like all business owners, ISO owners must plan for when they will
burgeoning market for cannabis-related products. Other times no longer be able to run their businesses. Several key consider-
they arise from new products and services for existing verticals. ations are relevant to ISOs – large and small.
News Creating a hospitable smart POS climate ............................36
By Nicky Koopman, AEVI
News Briefs: The hospitality business can seem inhospitable for small to mid-
Choice wins residual benefits size business owners. That's why merchants in this segment are
after costly battle with EMS ........................................................12 eager to innovate around payment services. And you can help.
Coming soon:
Installment lending: what's old is new again.....................12 Widespread U.S. contactless payments adoption ...........39
Big retailers want feds to curb By Nick Starai, Network Merchants Inc.
big tech, payment networks ......................................................12 Contactless payment adoption has been minimal in the United
Aite to award payments innovators .......................................12 States. Several factors, however, may result in 2019 becoming a
pivotal year for contactless payments.
Industry Update ...............................................................................14 New Products
Views Compliant, processor-agnostic
surcharging for ecommerce ............................................40
The very point of sale:
Things that go bump on your screen .....................................18 Enhanced POS solutions with
By Dale S. Laszig, DSL Direct LLC antimicrobial protection .............................................................41
We're used to seeing pop-up screens at checkout, and man-in- Inspiration
the-middle attacks exploit this. Criminal attack vectors are hard to
detect, look legitimate and can shape-shift in seconds. Back to work after vacation ........................................................43
Company Profile Departments
Samsung Electronics America Inc.: Letter From the Editors ....................................................................5
Consumer-facing, brand-empowering business ..............27 Readers Speak:
Education Multiple reasons to protect cash ................................................8
Spotlight Innovators ......................................................................21
Street Smarts SM Resource Guide .................................................................................44
What MLSs should expect from Advertiser Index ...............................................................................54
ISOs and processors – Part 2 ......................................................32
By Dee and Emily Karawadra, Impact PaySystem
This follow-up article in a two-part series is all about the ins and
outs of contract negotiations, a time when expectations of the
parties to an agreement can be clarified and set forth in writing.
Empowering and connecting Enterprise selling in an
January 14, 2019 • Issue 19:01:01
today’s payments professionals 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
By Dale S. Laszig
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-
May 13, 2019 • Issue 19:05:01
complex,
present (CNP) SMBs in the United States, Canada, United
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
set of challenges.
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
Conversational commerce:
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
at Paysafe, said the research revealed that brick-and-
have introduced SMBs to a big-brand experience and new
SMBs in the United States and Canada. Respondents shared interactive, evolving
mortar retailers aspire to truly innovate at the intersection
IVR systems
of payments and the in-store experience. In response,
POS solutions.
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
Group found SMBs struggle with "competing priorities" in
and service discussions to needs assessment and solution
their efforts to balance frictionless checkouts with payment
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
published by Paysafe in October 2018, found 54 percent
security, data protection, business management tools and
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
aggressively targeted by fraudsters.
of ecommerce merchants surveyed believe frictionless
transactions, such as in-app payments, make them more
Payment technology's evolution began when interactive
vulnerable to fraud. Seventy-six percent reported feeling
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
that enable them to better their business," Rawls said. "By
replace phoned-in payment card authorizations. Like Morse
code, early touchtone phones linked numeric values with
By Dale S. Laszig
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
transmit credit card numbers. Over time, service providers
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
findings and commentary by payments industry leaders
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added.
innovating in the space. Part 2 will examine how merchant
any device, digital assistants help
messages to broadly distributed
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
Bill Pirtle ...................................................................................................42
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
(PA-DSS) certified. "We are literally saving our payment
becoming adept at representing the people and companies
application partners valuable time and costs that would
they serve. It's not always easy to differentiate between
otherwise have gone towards achieving the [PA-DSS]
"Voice: payments' next integration," The Green Sheet's lead
Continued on page 31
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
than they were ten years ago, which has helped reduce wait
voice technologies in payments. This article explores how
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
simple clicks into complex, interactive and contextual
times while improving customer experience," he said.
expressions of our interests, personalities and lifestyles.
jobs? they encroach on personal moments and take away our Contributed articles inside by:
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
homes and connected workplaces. Will AIs respect our
TOC on page 3
privacy and security and enhance productivity? Or will
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
3
Continued on page 31
www.greensheet.com
