Page 3 - GS200201

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
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
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
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.
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
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
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
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
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-
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
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
article in issue 19:04:01, examined the expanding role of
voice technologies in payments. This article explores how
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
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
Cover Story Company Profile Continued on page 31
www.greensheet.com
Why it pays to be certified ..............................................................1 SignaPay Ltd.:
By Dale S. Laszig Empowering relationships ..........................................................27
Certification programs across the payments industry keep Education
like-minded professionals connected and up to date on emerg-
ing trends and technologies. This article introduces several to Street Smarts SM
consider. What it takes to succeed as an entrepreneur .....................32
News By Dee and Emily Karawadra, Impact PaySystem
Every entrepreneur fails at least once, most likely multiple times
News Briefs: before finding success. Owners of thriving businesses fall and get
back up repeatedly – no matter what.
Visa's Plaid acquisition a Big Show stopper .......................10
Cashing in on self service ............................................................34
Blackhawk study highlights digital wallet growth .........10 By Max Miller, Paybotic
Travelex partially restored after cyberattack ....................10 Merchants need technologies that deliver faster, better customer
experiences, are reliable and save them money. Interactive kiosks
US card giants one step closer to China ...............................10
are one such technology.
D2C models threaten retailers ..................................................12
Success begins with a conversation .......................................36
Security scams catch more fish .................................................12 By Jeff Fortney, TouchSuite LLC
Industry Update ...............................................................................14 What would you say if someone asked you how you talk to a
merchant? If you'd reply by describing your pitch or payment
Views processing basics, you might consider a change.
Insider's report on payments: New Products
Check usage down; ACH, card payments up ......................25
By Patti Murphy, ProScribes Inc. Business-in-a-box for retail, hospitality merchants .......42
Check usage has plummeted, while card and ACH payments Defeat fraud, enhance ecommerce
continue to grow. That's the top line finding disclosed by the latest with advanced technology ........................................................43
Federal Reserve report on noncash payments.
Disruption 2020 – Where will it strike? ...............................38 Inspiration
By Brandes Elitch, CrossCheck Inc. Success requires action ................................................................45
Ripe for disruption in 2020, the payments industry needs to Departments
address slow implementation of EMV at the pump, growing ecom-
merce chargebacks and consumer aversion to mobile wallets. Letter From the Editors ....................................................................5
12 payment predictions for 2020 ............................................40 Readers Speak: Potential impacts of a pandemic ...............8
By Simon Fairbairn, Ingenico Banks & Acquiring Spotlight Innovators ......................................................................20
Innovation has been occurring in all segments of the payments Resource Guide .................................................................................45
industry. With that come new predictions for where we'll find the Advertiser Index ...............................................................................54
greatest opportunities and challenges n the coming year.
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