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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
By Dale S. Laszig
During the past two years, Paysafe Group's Lost in
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
Kingdom, Germany and Austria and 306 card-present
and the customer experience.
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
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
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
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
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
"The end goal is to help our customers implement solutions
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
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
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
messages to broadly distributed
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
Jeh Holsomback ...................................................................................20 deliver targeted
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
Bill Pirtle ...................................................................................................42
Industry Payment Application Data Security Standard
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
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]
"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
times while improving customer experience," he said.
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
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
Advisory Board: Street Smarts SM
Insights from 2020, plans for 2021 d– Part 2 .......................1 What is your MAP for success? ..................................................28
This is the second article of a series in which members of The By Marc Beauchamp, Bankcard Life
Green Sheet Advisory Board share insights and advice on transi- The difference in the results people produce comes down to what
tioning from extreme challenges in 2020 to renewed opportuni- they've done differently from others in similar situations. Quite
ties in 2021. simply, different actions produce different results.
Legel ease:
News Buyout gotchas: watch out portfolio sellers ......................30
News Briefs: By Adam Atlas, Attonery at Law
Sometimes merchant portfolio buyers' lazer-like focus on the
Cyber 5 rings in hopeful holiday season ..............................10 bottom line negatively affects buyout agreements. Sellers beware.
Sysnet expands with ControlScan MCS acquisition ........10 Don't let buyers pull any fast ones.
Consumers keen on pay-at-pump for gas, food ...............10 The enduring power of email ....................................................32
NYC FinTech Women honors 50 notable females .............12 By Jeff Fortney, Signature Payments
At a time when in-person interactions are restricted, email is
Buy-now, pay-later schemes take off .....................................12 essential for outreach. This article reviews basics for experienced
Green Sheet updates MLS Forum ............................................12 marketers and helps those less experienced get started.
New Products
Industry Update ...............................................................................14
Trade Association News: VIP reservations, contact tracing in one app .....................35
ETA plans more virtual events in 2021 ..................................29
End-to-end AP disbursements within single platform..36
Views Inspiration
The very point of sale: Get comfortable with discomfort ............................................37
Dinosaurs in the age of COVID ..................................................18
By Dale S. Laszig , DSL Direct LLC Departments
COVID-19 has wreaked havoc on ecosystems worldwide. The Letter From the Editor ......................................................................5
resulting new reality calls for different tools, a different mindset, Readers Speak:
decisive action and trusted partners.
Three simple steps for AP automation in 2021 ....................8
Legal pot sales: a billion-dollar opportunity .....................19 Spotlight Innovators ......................................................................20
By Max Miller, Paybotic Resource Guide .................................................................................37
With a majority of states now legalizing marijuana for medicinal Advertiser Index ...............................................................................46
and/or adult recreational uses, and possibile federal law changes,
it's an opportune time for ISOs and MLSs to enter the market.
2021 predictions for secure, compliant
unified communications ..............................................................34
By Devin Redmond, Theta Lake
The traditional office is now a thing of the past. In a world of flying
chat bubbles and video calls, today's office lives inside your com-
puter screen, testing technology in new ways.
3