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InsideGS

Empowering and connecting Enterprise selling in an
January 14, 2019 • Issue 19:01:01
today’s payments professionals 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
During the past two years, Paysafe Group's Lost in
By Dale S. Laszig
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. particularly in the evolving small and midsize Paysafe's sales discovery process has evolved from price May 13, 2019 • Issue 19:05:01
ing, analysts predict more retail growth in 2019,
Conversational commerce:
attitudes about payment acceptance methods, innovation
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
of payments and the in-store experience. In response,
IVR systems
POS solutions.
Group found SMBs struggle with "competing priorities" in
Independent research by global payments provider Paysafe
their efforts to balance frictionless checkouts with payment
and service discussions to needs assessment and solution
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
security, data protection, business management tools and
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
that enable them to better their business," Rawls said. "By dual-tone multifrequencies (DTMF) to enable machines to
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
"The end goal is to help our customers implement solutions
replace phoned-in payment card authorizations. Like Morse
Semafone,
This is the first article in a two-part series that takes a
code, early touchtone phones linked numeric values with
By Dale S. Laszig
a data security
Contributed articles inside by:
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
transmit credit card numbers. Over time, service providers
and
findings and commentary by payments industry leaders
began to mask DTMF sounds to prevent criminals from
compliance
Martina Jeronski ...................................................................................36 machines to per- provider for call centers, uses advanced DTMF masking
innovating in the space. Part 2 will examine how merchant
messages to broadly distributed
any device, digital assistants help
solution
n a world where anyone anywhere can transact on
TOC on page 3 they serve. It's not always easy to differentiate between certification themselves," he added.
I it may seem incongruous to use
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
Jeh Holsomback ...................................................................................20 deliver targeted
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
sonalize relationships, chat bots and digital assistants are
becoming adept at representing the people and companies
(P A-DSS) certified. "We are literally saving our payment
application partners valuable time and costs that would
otherwise have gone towards achieving the [P A-DSS]
machines and humans on the phone, email or online chat.
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
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
privacy and security and enhance productivity? Or will
TOC on page 3 Continued on page 31
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Education
Advisory Board: Street Smarts SM
Insights from 2020, plans for 2021 – Part 1 ...........................1 What did you accomplish in 2020? ..........................................28
This is the first article in a series in which members of The Green By Marc Beauchamp, Bankcard Life
Sheet Advisory Board share what they learned facing 2020's chal- We are about to close out another year and receive a blank slate
lenges and what they have planned for 2021. with a chance to begin again. If you set aside a few hours for stra-
News tegic thinking, your return on investment will be considerable.
PI dwarfs PCI ......................................................................................30
News Briefs: By Mark Dunn, Field Guide Enterprises LLC
Wnet, Mastercard inspire gender equality .........................10 Everyone in the payments industry knows PCI. But have you met
PCI's giant younger brother, PI? PI pertains to state, federal and
NAC expands reach with virtual show ...................................10
international laws devised to protect personal information.
Payment processing charts double-digit growth ............10
Ongoing training is needed now more than ever ............32
Online sales continue to soar.....................................................12 By Roger McNamara, Guide2Interchange
OneSpan tracks regulatory trends amid pandemic ........12 Until recently, MLSs have found great opportunity in the B2C
space. But the landscape has changed. MLSs need new approach-
2020 holiday shopping off to healthy start ........................12
es to take advantage of opportunities in B2B.
Industry Update ...............................................................................14 New Products
Views Verify docs, reduce fraud with
Insider's report on payments: automated ID verification ...........................................................34
Ecommerce takes center stage .....................................................18 All-in-one mobile terminal, gateway, portal ......................35
By Patti Murphy, ProScribes Inc.
The year-over-year increase in holiday season sales is being driven Inspiration
by ecommerce. Helping brick-and-mortar merchants set up online One wish can make a difference ...............................................36
sales is an area of opportunity for ISOs and MLSs. Departments
Would a customer design a queue? ........................................19
By Simon Fairbairn, Ingenico, a Worldline company Letter From the Editor ......................................................................5
Designing a great customer experience is simple: put yourself in Readers Speak:
customers' shoes; envisage how they see the world, what frus- Help for the ecommerce crunch ..................................................8
trates them and how they want their experience to be. Spotlight Innovators ......................................................................20
Company Profile Resource Guide .................................................................................37
Advertiser Index ...............................................................................46
Datacap Systems Inc.:
Taking payments from hardware to anywhere .................23
New + Tried and True = A Winning Strategy for You
Reaching the right partners and customers requires a mix of
old and new approaches. Press releases are a peerless, proven
way to tell your company’s story while also delivering a sense
of urgency. Share your latest achievements for free on our
homepage multimedia hub. The payments community will News from the Wire::
pay attention, and you’ll advance your brand. Your Press Release
Send your press releases to press@greensheet.com.
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