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InsideGS

Empowering and connecting Enterprise selling in an
January 14, 2019 • Issue 19:01:01
today’s payments professionals During the past two years, Paysafe Group's Lost in
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
Transaction series has highlighted global payment trends.
In its latest installment, researchers surveyed 601 card-not-
May 13, 2019 • Issue 19:05:01
complex,
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-
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
O. B. Rawls IV , chief commercial officer, payment processing
at Paysafe, said the research revealed that brick-and-
have introduced SMBs to a big-brand experience and new
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
Paysafe's sales discovery process has evolved from price
POS solutions.
Independent research by global payments provider Paysafe
and service discussions to needs assessment and solution
Group found SMBs struggle with "competing priorities" in
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
have been centering conversations with merchants about
published by Paysafe in October 2018, found 54 percent
of ecommerce merchants surveyed believe frictionless
"The end goal is to help our customers implement solutions transmit credit card numbers. Over time, service providers
security, data protection, business management tools and
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
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
dual-tone multifrequencies (DTMF) to enable machines to
deep dive into today's SMB market. It takes a deep dive
Contributed articles inside by:
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
findings and commentary by payments industry leaders
began to mask DTMF sounds to prevent criminals from
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
n a world where anyone anywhere can transact on
messages to broadly distributed
Semafone, a data security and compliance solution
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
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
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
Martina Jeronski ...................................................................................36 machines to per-
(PA-DSS) certified. "We are literally saving our payment
sonalize relationships, chat bots and digital assistants are
becoming adept at representing the people and companies
they serve. It's not always easy to differentiate between
application partners valuable time and costs that would
otherwise have gone towards achieving the [PA-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
voice technologies in payments. This article explores how
that advanced speech recognition has enabled IVR systems
times while improving customer experience," he said.
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
than they were ten years ago, which has helped reduce wait
expressions of our interests, personalities and lifestyles.
simple clicks into complex, interactive and contextual
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
Brandes Elitch ........................................................................................24
privacy and security and enhance productivity? Or will
TOC on page 3 Continued on page 31
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Education
Payments companies step up Small businesses need credit .....................................................30
to help amid COVID-19 crisis .............................................1 By Scott Goldthwaite, Aliaswire
By Patti Murphy Few businesses can operate solely with cash on hand, particularly
Payments companies are stepping up during the pandemic, of- merchants who have periodic spikes in business, revenues and
fering lifelines like marketing and other services at no cost, fee expenses. Having access to credit provides numerous benefits.
reductions, loan guidance and even monetary grants. Squaring the fraud circle .............................................................32
News By Simon Fairbairn, Ingenico Group
To defend against fraud, the entire ecosystem – from retailers,
News Briefs:
acquirers and card schemes to technology providers and payment
As more people work solo, security providers – must be invested and work collaboratively.
leaders offer guidelines ...................................................................9 Legal ease:
Keeping payments clean .................................................................9 Force majeure clauses – never read until now...................34
Digital events bridge social distance ........................................9 By Adam Atlas, Attorney at Law
Force majeure clauses in contracts are usually buried in the gen-
Webinar details help at hand for SMBs during crisis.........9 eral provisions and rarely negotiated or even read. The pandemic
Industry Update ...............................................................................10 has suddenly given great importance to them.
Feature New Products
Business continuity during Ease remote work with integrated,
the COVID-19 pandemic – Part 2 .....................................14 automated AP management ......................................................36
This is the second article in a two-part series in which Green Sheet
Advisory Board members share perspectives on the impacts of the Stay connected after the sale
COVID-19 pandemic and ways to mitigate them. with VIP merchant support .........................................................37
View Inspiration
The very point of sale: Keep your spirits up .......................................................................39
Celebrating a next-gen payments leader ............................16 Departments
By Dale S. Laszig Letter From the Editors ....................................................................5
A Certified Payments Professional with uncommon drive, Nana
Huo was inducted into ETA's 2020 class of Young Payments Profes- Readers Speak:
sionals and recognized as a Forty under 40 honoree. Travel businesses need a new
approach to COVID-19 chargebacks .........................................8
Company Profile Spotlight Innovators ......................................................................18
OnDot Systems Inc.: Resource Guide .................................................................................40
Holistic control for cardholders and processors ..............23 Advertiser Index ...............................................................................46
Education
Street Smarts SM
Don't get a 'virus' of the mind ...................................................28
By Marc Beauchamp, Bankcard Life
We now have an opportunity to put into practice an old adage:
You can't control what happens to you, but you can control how
you react to it. Here are several suggestions on what to do.
3