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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,
May 13, 2019 • Issue 19:05:01
present (CNP) SMBs in the United States, Canada, United
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
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
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.
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
have been centering conversations with merchants about
security. Lost in Transaction: The future of payments for SMBs,
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
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
innovating in the space. Part 2 will examine how merchant
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added.
any device, digital assistants help
n a world where anyone anywhere can transact on
Semafone, a data security and compliance solution
messages to broadly distributed
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
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
Bill Pirtle ...................................................................................................42
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(PA-DSS) certified. "We are literally saving our payment
becoming adept at representing the people and companies
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]
Continued on page 31
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
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
expressions of our interests, personalities and lifestyles.
simple clicks into complex, interactive and contextual
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
App markets reimagined, reborn ...............................................1 Silver lining in the COVID-19 cloud ........................................27
By Dale S. Laszig By Simon Fairbairn, Ingenico Group
As apps break free of original models and are subsumed into next- Now is when the best of our people and companies take stock and
generation technology platforms, they become part of a global push back — not just responding to survive but using the chal-
payments ecosystem and the IoT. lenges as a catalyst for change and innovation.
News Feature
News Briefs: ConnexHub:
New study finds uptick in ID fraud ..........................................10 Compelling video for memorable marketing ....................28
The Green Sheet and Board Studios created a suite of dynamic
Going public: Shift4 makes big board debut .....................10
video services designed to help payments industry service provid-
Skrill digital wallet adds features, reduces fees ...............10 ers create impactful marketing campaigns.
SEAA 2020 draws over 700—and counting ........................10 View
Merchants square off against Dorsey brands ....................10 Insider's report on payments:
Industry Update ...............................................................................12 Now is a good time to compete with Square .....................29
Company Profile By Patti Murphy
Square's withholding of up to 30 percent of merchants' card
The Merchant Store: receivables for as long as 120 days should be a wakeup call that
High-touch sales organization ..................................................19 spurs ISOs and MLSs into action.
Education New Product
Street Smarts SM Keep customers coming back
It all begins with values and purpose ...................................24 with contactless payments ........................................................30
By Marc Beauchamp, Bankcard Life Inspiration
High performers don't just know their values and purpose: they
live them. To discover your purpose, you must first determine Resilience in trying times ............................................................31
what core values and ideals will guide you. Departments
Sell without selling .........................................................................26
By Jeff Fortney, TouchSuite LLC Letter From the Editors ....................................................................5
Burnout seems like a strange topic to discuss when many in our Readers Speak:
industry find it difficult to do what they've done for years: sell. But The expensive problem facing fintech startups ..................8
burnout in the field is real. What's the solution? Spotlight Innovators ......................................................................16
Resource Guide .................................................................................32
Advertiser Index ...............................................................................38
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