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InsideGS

Empowering and connecting Enterprise selling in an
January 14, 2019 • Issue 19:01:01
today’s payments professionals By Dale S. Laszig SMB world – Part 1 May 13, 2019 • Issue 19:05:01
SMBs face.
Help me innovate
level salespeople (MLSs) can use their industry knowledge
and personal experience to solve the most pressing issues
During the past two years, Paysafe Group's Lost in
Transaction series has highlighted global payment trends.
In its latest installment, researchers surveyed 601 card-not-
and the customer experience. complex,
present (CNP) SMBs in the United States, Canada, United
Kingdom, Germany and Austria and 306 card-present
uoyed by reports of record 2018 holiday spend-
set of challenges.
ing, analysts predict more retail growth in 2019,
attitudes about payment acceptance methods, innovation
Conversational commerce:
particularly in the evolving small and midsize
B business (SMB) sector. Advanced technologies
have introduced SMBs to a big-brand experience and new
O. B. Rawls IV , chief commercial officer, payment processing
at Paysafe, said the research revealed that brick-and-
SMBs in the United States and Canada. Respondents shared interactive, evolving
IVR systems
mortar retailers aspire to truly innovate at the intersection
of payments and the in-store experience. In response,
Independent research by global payments provider Paysafe
POS solutions.
Group found SMBs struggle with "competing priorities" in
Paysafe's sales discovery process has evolved from price
and service discussions to needs assessment and solution
their efforts to balance frictionless checkouts with payment
security. Lost in Transaction: The future of payments for SMBs,
selling, he noted. Direct and indirect sales representatives
published by Paysafe in October 2018, found 54 percent
"The end goal is to help our customers implement solutions dual-tone multifrequencies (DTMF) to enable machines to
have been centering conversations with merchants about
security, data protection, business management tools and
aggressively targeted by fraudsters.
of ecommerce merchants surveyed believe frictionless
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
that enable them to better their business," Rawls said. "By
replace phoned-in payment card authorizations. Like Morse
By Dale S. Laszig
code, early touchtone phones linked numeric values with
This is the first article in a two-part series that takes a
Contributed articles inside by:
transmit credit card numbers. Over time, service providers
deep dive into today's SMB market. It takes a deep dive
began to mask DTMF sounds to prevent criminals from
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
findings and commentary by payments industry leaders
Martina Jeronski ...................................................................................36 machines to per- provider for call centers, uses advanced DTMF masking
innovating in the space. Part 2 will examine how merchant
Semafone, a data security and compliance solution
messages to broadly distributed
any device, digital assistants help
I it may seem incongruous to use
TOC on page 3 they serve. It's not always easy to differentiate between certification themselves," he added.
n a world where anyone anywhere can transact on
Steve Norell ............................................................................................34audiences. While
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
(P A-DSS) certified. "We are literally saving our payment
becoming adept at representing the people and companies
application partners valuable time and costs that would
machines and humans on the phone, email or online chat.
otherwise have gone towards achieving the [P A-DSS]
"Voice: payments' next integration," The Green Sheet's lead
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
than they were ten years ago, which has helped reduce wait
voice technologies in payments. This article explores how
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 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
Business continuity during Seven ways to build a stronger ISO ........................................36
the COVID-19 pandemic – Part 1 .......................................1 By Matt Nern, SignaPay Ltd.
While the COVID-19 pandemic's final toll on lives lost and our No matter what happens, ISOs can take actions to strengthen their
economy is not yet known, members of The Green Sheet Advisory businesses and improve the quality of life for themselves and
Board are thinking clearly and taking positive action others. Here are seven ways you to build a thriving ISO.
News Did you know your rates went up? ..........................................38
ByJeff Fortney, TouchSuite LLC
News Briefs:
In the industry's early days, March and September were known as
Travel and tourism brace for deluge of chargebacks .....10 merchant retention months. Today, the rules of engagement have
NAC releases ATM safety guidelines ......................................10 changed, but the focus on retention at these times remains.
Tech leaders bring hope, resources to SMBs ......................10 Will tap-on-phone bring an end
to dedicated payment hardware? ...........................................40
Square set to open Utah bank in 2021 ..................................10 By Martin Herlinghaus, AEVI
DHS deems ATMs 'critical infrastructure' .............................10 The payments world has come a long way in a short time, with
Stimulus package aid for ISOs, MLSs, merchants ............10 cash becoming a rare sight for many merchants. But our industry
still lags behind others in innovation.
Industry Update ...............................................................................11 Do accurate assessments
Views during pandemic – remotely......................................................42
Insider's report on payments: By James Devoy, Sysnet Global Solutions
Coronavirus: assessing the impact .........................................18 Fear not if you can't meet with a QSA during the coronavirus out-
By Patti Murphy break. The PCI SSC has guidance that allows companies to carry
The COVID-19 pandemic has caused unprecedented upheaval, out efficient, effective remote assessments.
and for some, irreparable loss. But bright spots exist, for example, New Products
online food ordering and contactless payments.
A primer on change in the banking industry .................20 Safely transact with long-armed POS extension .............43
By Brandes Elitch, Banking and Payments Consultant Gain, keep merchants with
Banking is transforming. Challenger banks, digital-only banks and novel membership program ......................................................44
fintechs are focusing on the SMB market, a sweet spot for ISOs, Inspiration
who can benefit by working with community banks.
Three tips for success while working from home .............45
Company Profile
Fluid Pay LLC: Departments
Leveraging the cloud .....................................................................27 Letter From the Editors ....................................................................5
Education Readers Speak:
Is cash the villain? ...........................................................................8
Street Smarts SM Spotlight Innovators ......................................................................22
Success grows on a strong foundation .................................34 Datebook .............................................................................................44
By Marc Beauchamp, Bankcard Life Resource Guide .................................................................................46
Incoming Street Smarts author, Marc Beauchamp, knows the Advertiser Index ...............................................................................54
SM
payments industry has given him great opportunity. And he
makes a point to pay it forward with support and knowledge.
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