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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
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
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,
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
POS solutions.
Group found SMBs struggle with "competing priorities" in
and service discussions to needs assessment and solution
their efforts to balance frictionless checkouts with payment
selling, he noted. Direct and indirect sales representatives
security. Lost in Transaction: The future of payments for SMBs,
have been centering conversations with merchants about
published by Paysafe in October 2018, found 54 percent
security, data protection, business management tools and
Contributed articles inside by: 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
"The end goal is to help our customers implement solutions
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
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
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
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-
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]
"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
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
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
Cover Story Education TOC on page 3
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

Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
QSRs: tech-enabled, customer-driven......................................1 Street Smarts Continued on page 31
SM
www.greensheet.com
By Dale S. Laszig A protracted shutdown took us all by surprise .................29
Service providers who helped QSRs survive the pandemic and By Jeff Fortney, Signature Payments
shape a new generation of digitally enhanced restaurants share When creating business plans, most merchants and restaurateurs
perspectives on this continuing transformation. did not consider how to respond to repercussions from a pandem-
News ic, including long-term restrictions on in-person transactions.
Legal ease:
News Briefs: Are agents employees or independent contractors? .....32
FBI charges two in credit card laundering scheme .........12 By Adam Atlas, Attorney at Law
The Green Sheet interviews Lisa Shipley .............................12 An employee-employer relationship is fundamentally different
from that of an independent contractor doing work for a business.
Demand grows for next-gen contactless .............................12
It pays ISOs to know the difference.
Post-pandemic competition fierce for gift cards .............14 Breaking up is hard to do – with merchants, too .............34
MWAA honors industry veteran Juan Ortiz ........................14 By Elaina Smith, Secure Bancard
Industry Update ...............................................................................15 Every portfolio experiences attrition, but what are the proper
steps to take when merchants leave? Knowing the right way to go
View about it can prevent unnecessary costs down the road.
Insider's report on payments : New Products
Omnichannel is no flash in the pan.........................................19 Create, connect, sell in global digital economy ................35
By Patti Murphy, ProScribes Inc.
Protect merchants, extend reach with cyber-privacy ...36
If there's one thing the COVID-19 pandemic proved it's that tried-
and-true retailing—primarily through brick-and-mortar stores, Inspiration
with websites picking up the slack—just won't cut it anymore.
Intangibles make all the difference ........................................37
Company Profile Departments
Reach: Letter From the Editor ......................................................................5
Risk-free, localized cross-border ecommerce ....................23 Readers Speak:
Nine tips to protect your data ......................................................8
Spotlight Innovators ......................................................................21
Resource Guide .................................................................................38
Advertiser Index ...............................................................................46
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::
Your Press Release
pay attention, and you’ll advance your brand.
Send your press releases to press@greensheet.com.
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