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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
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
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.
transactions, such as in-app payments, make them more
Payment technology's evolution began when interactive
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
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
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
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
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
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
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
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
Continued on page 31
Cover Story Education SM reensheet.com
www.g
Chargebacks: a costly, voracious threat ..................................1 Street Smarts
By Patti Murphy MLSs still thriving amid tremendous changes ..................28
Chargebacks are a multibillion dollar threat to the integrity of By Dee and Emily Karawadra, Impact PaySystem
card payments. Researchers estimate the number of transactions After a year of sharing wisdom gained through decades in the
disputed annually will grow to 33 million by 2022. industry, and seeking perspectives that also broadened their own
News horizons, the Karawadras bid farewell as Street Smarts authors.
SM
The multiple benefits of
News Briefs: Visa Merchant Purchase Inquiry...............................................30
PSCU evaluating blockchain-based verification ..............10 By Suresh Dakshina, Chargeback Gurus
Chargebacks are a growing concern to merchants and acquirers.
PayRange app takes aim at coin hoarding ..........................10 Visa took the lead on this, developing programs to get to the bot-
Next-gen ATM technology gains strong support.............10 tom of disputes and reduce or eliminate invalid disputes.
The Green Sheet promotes How ISOs and MLSs can maximize their value ..................32
Thorpe to VP, Media Relations...................................................10 By Dana Sills, National Benefit Programs
EMVCo issues guidance to fortify IoT ....................................10 ISOs and MLSs must maximize their value to attract the broadest
customer base, recruit and retain the best agents, and remain
Industry Update ...............................................................................11 competitive. What actions will be the most effective?
Views New Products
The very point of sale: Profit and save by syncing payments
Passwords are so passé ................................................................16 with QuickBooks Online ..............................................................34
By Dale Laszig, .
Most mobile app users know passwords alone are insufficient Grow and scale with conversational AI, RPA .....................35
protection against automated attacks, but old habits die hard. We Inspiration
need to take steps to build more secure apps.
Faster payments – From here to How credible are you? ...................................................................37
there in the blink of an eye ..............................................17 Departments
By Simon Fairbairn, Ingenico Banks & Acquiring Letter From the Editors ....................................................................5
Over the years the payments industry has enhanced the experi- Readers Speak:
ence for both consumers and retailers. One development in the Events cancelled due to coronavirus ........................................8
works is faster payments, but is this what merchants want?
Spotlight Innovators ......................................................................18
Company Profile Datebook .............................................................................................36
Paybotic: Resource Guide .................................................................................38
Support for a new frontier ..........................................................22 Advertiser Index ...............................................................................46
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