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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-
complex,
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
Conversational commerce:
ing, analysts predict more retail growth in 2019,
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
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,
Paysafe's sales discovery process has evolved from price
POS solutions.
and service discussions to needs assessment and solution
Group found SMBs struggle with "competing priorities" in
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
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
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
Contributed articles inside by:
transmit credit card numbers. Over time, service providers
deep dive into today's SMB market. It takes a deep dive
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
began to mask DTMF sounds to prevent criminals from
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
messages to broadly distributed
n a world where anyone anywhere can transact on
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
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]
Continued on page 31
"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
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
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
times while improving customer experience," he said.
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
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
The show must go online ...............................................................1 Fintech + MCAs: the savior of
By Dale S. Laszig small business lending? ...............................................................26
When it became clear that annual on-site conferences would By Chad Otar, Lending Valley
not take place as planned in 2020, payments industry executives Fintech, AI, blockchain and the IoT have paved the way for massive
found inspiring new ways to keep their shows alive. growth in MCAs for SMBs. Is a fintech-driven MCA a smart decision
News for your merchants?
Credit card processing during the COVID-19 era .............28
News Briefs:
By Jeffrey I. Shavitz, ToolBox Payment
Competing on price with interchange optimization ......10 Like millions of others, payments businesses have been dramati-
Identiq member summit explores online privacy ...........10 cally compromised during the COVID-19 crisis. Survival requires
new planning to educate and build.
Early reviews positive for TRANSACT Connect ..................10
Bridging the digital experience divide .................................29
EMV relief for pay-at-pump ........................................................10 By William C. Nichols, AEVI
NAC brings help, hope to retail ATM sector ........................10 As larger retailers add customer-pleasing services to the POS,
Industry Update ...............................................................................12 small merchants and their payment service providers are falling
behind. What's the solution?
View New Product
Insider's report on payments:
Fraud in a time of COVID-19 .......................................................15 Close emerging market gaps with
By Patti Murphy targeted payment solutions.......................................................30
Fraud is a perpetual problem in the payments space. But as the Inspiration
COVID-19 pandemic rages on, fraudsters are racing out of the
woodwork. Be the bearer of compassion .....................................................31
Company Profile Departments
Delta Payment Solutions Letter From the Editors ....................................................................5
Truly cooperative merchant services .....................................19 Readers Speak:
Education The value of instant payments .....................................................8
Spotlight Innovators ......................................................................16
Street Smarts SM Resource Guide .................................................................................32
Adapt or fade away .........................................................................24 Advertiser Index ...............................................................................38
By Marc Beauchamp, Bankcard Life
Change is constant. And current circumstances will require you to
adapt your business model and sales tactics or risk fading into the
abyss of failed business ventures.
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