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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-
May 13, 2019 • Issue 19:05:01
present (CNP) SMBs in the United States, Canada, United
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
set of challenges.
ing, analysts predict more retail growth in 2019,
Conversational commerce:
particularly in the evolving small and midsize
O. B. Rawls IV, chief commercial officer, payment processing
B business (SMB) sector. Advanced technologies
have introduced SMBs to a big-brand experience and new
at Paysafe, said the research revealed that brick-and-
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.
Independent research by global payments provider Paysafe
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
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
published by Paysafe in October 2018, found 54 percent
security, data protection, business management tools and
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
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
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
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
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
n a world where anyone anywhere can transact on
messages to broadly distributed
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
Steve Norell ............................................................................................34audiences. While
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
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
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
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
TOC on page 3
privacy and security and enhance productivity? Or will
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Cover Story Education Continued on page 31
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
The continuing evolution of payments....................................1 Street Smarts SM
www.greensheet.com
By Patti Murphy Getting educated in payments and business ....................32
The payments landscape has changed dramatically over the past By Dee and Emily Karawadra, Impact PaySystem
decade. Take mobile payments: 10 years ago, they seemed like a When starting up and running your own ISO, several factors under
pipe dream. Today, mobile apps are taking center stage. your control can determine your success, including industry
News knowledge, mastery of business basics and a focus on service.
Traditional estate management is terminal .......................36
News Briefs: By JEddie Johnson, AEVI
Oklahoma overturns surcharge ban ......................................10 Bringing more applications to merchants eager to increase their
competitive edge shouldn't mean added layers of complexity for
IoT-based cyberattacks expected in 2020 ...........................10 ISOs and other merchant payment solution providers.
New Fed data points to soaring card payments ...............10 Legal ease:
Cross-channel shopping drives 2019 holiday spend .....10 Open banking and neobanks for ISOs ..................................38
Green products top price, according to IBM, NRF............10 By Adam Atlas, Attorney at Law
Merchants are solicited daily by open banking providers and
Industry Update ...............................................................................11 neobanks; it is therefore essential to assess the key considerations
Views of these new financial service providers.
The very point of sale: New Products
Make tech work for your merchants .......................................18 Secure, hardware-free PIN entry
By Dale S. Laszig, DSL Direct LLC on smartphones, tablets .............................................................40
A majority of small and midsize merchant lack the skills and re-
sources to fully utilize their POS systems. How can ISOs and MLSs Optimize exquisitely with integrated
help them feel more comfortable with technology? pay-at-table solution .....................................................................41
ISO suit aims to check the FTC ...................................................20 Inspiration
By Bradley O. Cebeci, Rome & Associates
Despite the end of Operation Choke Point, the FTC continues to The enduring power of sales skills ..........................................43
take or threaten to take action against ISOs it says inadequately Departments
police their merchants. One ISO is taking the offensive.
Letter From the Editors ....................................................................5
Company Profile Readers Speak: 2020 PCI checkup ..............................................8
Pineapple: DateBook .............................................................................................17
Accelerating integrated payments .........................................27 Spotlight Innovators ......................................................................22
Events Calendar ................................................................................42
Resource Guide .................................................................................45
Advertiser Index ...............................................................................54
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