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InsideGS

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.
complex,
In its latest installment, researchers surveyed 601 card-not-
present (CNP) SMBs in the United States, Canada, United
May 13, 2019 • Issue 19:05:01
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
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,
Conversational commerce:
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
SMBs in the United States and Canada. Respondents shared interactive, evolving
at Paysafe, said the research revealed that brick-and-
mortar retailers aspire to truly innovate at the intersection
of payments and the in-store experience. In response,
IVR systems
Independent research by global payments provider Paysafe
POS solutions.
Paysafe's sales discovery process has evolved from price
and service discussions to needs assessment and solution
Group found SMBs struggle with "competing priorities" in
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
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
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
By Dale S. Laszig
code, early touchtone phones linked numeric values with
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
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
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
Semafone, a data security and compliance solution
messages to broadly distributed
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
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Martina Jeronski ...................................................................................36 machines to per-
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
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
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
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
privacy and security and enhance productivity? Or will
TOC on page 3
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Cover Story Education Continued on page 31
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Connectivity: Street Smarts SM
www.greensheet.com
payments' secret sauce ....................................................................1 Dads and daughters improving payments .........................32
By Dale S. Laszig By Dee and Emily Karawadra, Impact PaySystem
Mobile, Wi-Fi, internet and landline innovations are paving the Fathers bringing their daughters into the payments industry are
way to new forms of connected commerce. How can MLSs lever- seeing the landscape with new eyes and are working toward en-
age the available capabilities, platforms and solutions? suring women are recognized and rewarded on par with men.
News Revamp your sales approach for 2020 ..................................34
By Jeff Fortney, TouchSuite LLC
News Briefs: The "show me your statement and I will save you money" ap-
New study exposes cross-border cybercrime ....................10 proach is outmoded. You can ask key questions to sharpen your
skills and move in more profitable directions.
Elavon to add Sage Pay, expand globally ............................10
Legal ease:
Facebook, Google, step up Legal strategies for ISOs facing
banking, payments forays ...........................................................10
processor consolidation ...............................................................37
EMVCo ramps up engagement efforts ..................................10 By Adam Atlas, Attorney at Law
Sweet Honey deal set to expand PayPal's reach ...............10 Despite great innovation in payments, consolidation arguably has
made the industry less competitive than it was just a few years
Industry Update ...............................................................................12 ago. What can ISOs and MLSs do?
Views Help merchants stem the rising tide of chargebacks .....40
Insider's report on payments: By Suresh Dakshina, Chargeback Gurus
Mobile payments made great strides in 2019 ...................16 Chargeback rates are at their highest point ever, and trends in
By Patti Murphy, ProScribes Inc. ecommerce and payments fostering this growth show no signs
As we look toward 2020, mobile payments appear to be hitting of reversing. Educating merchants is key to significantly reducing
their stride, with notable gains in terms of number of consumers losses due to chargebacks.
using them and number of mobile payments made. New Products
Reflections on ETA 2019 Transact Tech .................................18
By Brandes Elitch, CrossCheck Inc. Finance equipment in a flash with mobile app .................15
The ETA brought together an impressive array of experts at 2019 Get paid faster with automated e-invoicing ......................42
Transact Tech, in San Francisco, half an hour's drive north of Silicon Inspiration
Valley, where fintech innovation abounds.
Generosity is good medicine .....................................................43
Company Profile
Everyware: Departments
Modernizing the payments conversation ...........................27 Letter From the Editors ....................................................................5
Readers Speak:
What's the end goal? .........................................................................8
Spotlight Innovators ......................................................................22
Events Calendar ................................................................................44
Resource Guide .................................................................................45
Advertiser Index ...............................................................................54
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