Page 3 - GS200301

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-
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
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
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
security, data protection, business management tools and
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
published by Paysafe in October 2018, found 54 percent
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
into evolving SMB environments and includes research
began to mask DTMF sounds to prevent criminals from
eavesdropping on sensitive payment card data.
findings and commentary by payments industry leaders
innovating in the space. Part 2 will examine how merchant
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added.
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
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
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
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
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
privacy and security and enhance productivity? Or will
TOC on page 3
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Cover Story Education Continued on page 31
Adam Atlas ..............................................................................................38
www.greensheet.com
Prosper and scale with professional investors .....................1 MLSs must educate themselves – and merchants – about
By Dale S. Laszig unified commerce ............................................................................36
The race to make digital commerce faster, safer and easier takes By Connie Spencer-Adams, Womply
money, talent and technology. And thirst for investment capital Large retailers have sought to go omnichannel for more than a
has inspired Shark Tank-style competitions for tech startups. decade, but many have been unsuccessful with unified cross-
News channel integrations. The problem? Availability and use of data.
Return of the skimmer ..................................................................38
News Briefs: By Nicholas Cucci, Fluid Pay LLC
Retailers protest planned interchange changes ..............10 Credit card skimming has surged again. With increased usage of
credit cards it's inevitable for fraudsters to keep trying old meth-
5G prelaunch adoption exceeds expectations ..................10 ods that were somewhat successful. Here's what to look for.
Biometric advancement defeats facial ID fraud ...............10 Ecommerce opportunities
abound in cannabis market ............................................39
PCI SSC produces guide for large companies ....................10
By Max Miller, Paybotic
Industry Update ...............................................................................12 Ecommerce is changing how people shop and pay. One upcoming
Views trend is a preference for online ordering of cannabis products, and
ecommerce platforms to facilitate that are emerging.
Insider's report on payments:
Old meets new with BEC cash-outs .........................................18 Legal ease:
By Patti Murphy, ProScribes Inc. ISO and VAR integrations, a legal take ..................................40
Fraud is a perpetual threat to banks and their business clients. By Adam Atlas, Attorney at Law
And while the marketplace is getting better at detecting fraud Today, ISOs and VARs are working together more than ever before.
incidents before they turn to losses, new threats are constantly Thus, it is an opportune time to discuss legal issues arising from
emerging. the relationships between them.
Oversupply applies to fintech startups ................................20 New Products
By Brandes Elitch, CrossCheck Inc.
Fintech is not so much about a financial services business as it is Empower and connect iPad POS .............................................42
about venture capital. There hasn't been much commentary on Solve, simplify cash discounting and surcharging .........43
this in the payments industry, but it's worth exploring in detail. Inspiration
Company Profile
Maybe is the wrong answer ........................................................45
FanCONNECT: Departments
Easy tools for impressive growth .............................................27
Education Letter From the Editors ....................................................................5
Readers Speak:
Street Smarts SM Reaching WOW at work ...................................................................8
Find your niche .................................................................................32 Spotlight Innovators ......................................................................22
By Dee and Emily Karawadra, Impact PaySystem Calendar ...............................................................................................44
As part of a sales-fueled industry, ISOs and MLSs give significant Resource Guide .................................................................................46
time and effort to devising winning sales strategies. One such
strategy is to focus on niche markets. Advertiser Index ...............................................................................54
3