Page 3 - GS200502

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-
present (CNP) SMBs in the United States, Canada, United
May 13, 2019 • Issue 19:05:01
complex,
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
set of challenges.
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
Conversational commerce:
ing, analysts predict more retail growth in 2019,
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
IVR systems
Independent research by global payments provider Paysafe
of payments and the in-store experience. In response,
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
selling, he noted. Direct and indirect sales representatives
their efforts to balance frictionless checkouts with payment
security. Lost in Transaction: The future of payments for SMBs,
have been centering conversations with merchants about
security, data protection, business management tools and
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
aggressively targeted by fraudsters.
of ecommerce merchants surveyed believe frictionless
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
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
transmit credit card numbers. Over time, service providers
deep dive into today's SMB market. It takes a deep dive
Contributed articles inside by:
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
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
I it may seem incongruous to use
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Jeh Holsomback ...................................................................................20 deliver targeted
Steve Norell ............................................................................................34audiences. While
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
(PA-DSS) certified. "We are literally saving our payment
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
Continued on page 31
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
that advanced speech recognition has enabled IVR systems
than they were ten years ago, which has helped reduce wait
voice technologies in payments. This article explores how
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
times while improving customer experience," he said.
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
ISOs, MLSs rise to COVID-19 challenges ...........................1 Why SMB credit cards are merchant lifelines .....................26
By Patti Murphy By Scott Goldthwaite, Aliaswire Inc.
With countless stores closing and others experiencing sinking The pandemic is intensifying a challenge many SMBs have been
sales due to steps taken to flatten the curve of COVID-19 infec- facing already: obtaining credit. Why not issue business credit
tions, ISOs and MLSs are revamping their business models. cards leveraging their card processing receivables?
News Will COVID-19 accelerate the demise of cash? ...............27
By Simon Fairbairn, Ingenico Group
News Briefs:
Every year someone, somewhere, trots out the story that cash is
Fintechs, lenders ease PPP roadblocks .................................10 dead and electronic payments–be they card, digital or mobile –are
Contactless usage soars ...............................................................10 the new king. Every year though, cash holds on.
Takeout, delivery lead restaurant recovery ........................10 A fresh look at surcharging
amid the COVID-19 recession ..........................................28
Paysafe finds growth in socially distant payments .........10 By Michael Tomko, CardX
Industry Update ...............................................................................11 As the COVID-19 pandemic reshapes commerce globally, mer-
View chant acquirers are working to adapt as quickly as the businesses
they serve. Some are taking a second look at surcharging.
The very point of sale: New Product
Hope, recovery ride payment rails .........................................15
By Dale S. Laszig Automate risk, improve cash flow
Built on a solid foundation of redundant networking and commu- with real-time decisioning ..............................................30
nications technologies, the payment rails are moving funds and
keeping the global economy moving in a time of crisis. Inspiration
Company Profile Balancing emotions in a time of upheaval ..........................31
Mineral Tree: Departments
Streamlining an age-old process .............................................19 Letter From the Editors ....................................................................5
Education Readers Speak:
Hats off to Austin Mac Nab .............................................................8
Street Smarts SM Spotlight Innovator ........................................................................14
What's it going to be: fear or faith?.........................................24 Resource Guide .................................................................................32
By Marc Beauchamp, Bankcard Life Advertiser Index ...............................................................................38
Have you experienced fear at various times during the COVID-19
pandemic? There's nothing wrong with that. We all experience
fear. The error is to become paralyzed by it.
3