Page 3 - GS200202

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
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
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
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
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
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
n a world where anyone anywhere can transact on
messages to broadly distributed
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
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
becoming adept at representing the people and companies
(PA-DSS) certified. "We are literally saving our payment
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
voice technologies in payments. This article explores how
that advanced speech recognition has enabled IVR systems
than they were ten years ago, which has helped reduce wait
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 Continued on page 31
privacy and security and enhance productivity? Or will
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Education
Getting real about faster payments ..........................................1 Street Smarts SM
By Patti Murphy A new agent's journey in payments .......................................28
Real-time payments are coming to the United States, but they By Dee and Emily Karawadra, Impact PaySystem
won't replace legacy card payment schemes at the POS. One What's it like for someone entirely new to payments to become an
reason for this: newer platforms tend to be additive, not replace- MLS? Hear from a rep nine months into the MLS experience and
ments. find out what training and support helps.
News How MCAs became the supply
of capital for SMB owners ............................................................30
News Briefs: By Chad Otar, Lending Valley
USAA wins patent suit against Wells Fargo ........................12 For businesses needing capital, MCAs are now a popular option.
Before seeking one, though, find out why MCAs became so desir-
Unsettling security breach trends revealed .......................12 able and whether one would be right for your business.
NYC joins cashless backlash .......................................................12 Cross-border ecommerce is taking off – but why ............32
Ingenico bought by French competitor Worldline ..........12 By Ralph Dangelmaier, BlueSnap
NEAA opens 2020 regional circuit ...........................................12 A growing global market exists for distinctive, high-value goods
sold online. Many large retailers seem to be sitting it out. But for
Industry Update ...............................................................................14 SMB merchants, this opportunity is massive.
Views New Products
The very point of sale: Stay competitive with technology recycling .....................34
UX begins with U ..............................................................................17
By Dale S. Laszig, DSL Direct LLC PCI security for all digital channels.........................................35
As the gap narrows between big brands and SMBs, it's time for Inspiration
small and midsize service providers, who have unique insight into
the user experience, to act more like enterprises. Invest in your professional development ............................37
Company Profile Departments
Fee Navigator: Letter From the Editors ....................................................................5
Swift and pioneering analysis ...................................................23 Readers Speak:
Impacts of Goldman-Amazon partnership ............................8
Spotlight Innovators ......................................................................18
DateBook .............................................................................................36
Resource Guide .................................................................................38
Advertiser Index ...............................................................................46
3