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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
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
Cover Story Education of ecommerce merchants surveyed believe frictionless POS solutions. IVR systems
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
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
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
security, data protection, business management tools and
"The end goal is to help our customers implement solutions dual-tone multifrequencies (DTMF) to enable machines to
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
Gift cards: an all-around good value prop .............................1 Future proofing the payments back office ..........................31
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
innovating in the space. Part 2 will examine how merchant

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
By Patti Murphy By Casey Scheer, BHMI TOC on page 3 machines and humans on the phone, email or online chat. that advanced speech recognition has enabled IVR systems
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
certification themselves," he added.
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
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
Gift cards continue to enjoy increased popularity. They benefit It's an exciting time for payments, but the industry is also facing
sentient machines are transforming transactions from
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
jobs?
The article also addresses concerns voiced by merchant
Contributed articles inside by:
level salespeople and their customers about AI in smart
homes and connected workplaces. Will AIs respect our
merchants, consumers, ISOs and MLSs. And for consumers, e-gift many challenges in an increasingly complex payment processing
privacy and security and enhance productivity? Or will

they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
TOC on page 3
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
cards make gifting particularly easy. environment—especially in the back office Continued on page 31
www.greensheet.com
News Feature
News Briefs: The Green Sheet interviews Patrice Boffa ...........................33
Feds push for more debit routing choice .............................10 Patrice Boffa, vice president of customer success at Arkose Labs,
UK boosts tap and go transaction limits ..............................10 shares insights on the company's credential stuffing warranty in an
interview with The Green Sheet.
Consumers want mobile-first bill pay, survey finds........10 New Products
Demand spikes for payments at speed of commerce ....10
PAX patch keeps hackers at bay ...............................................12 Optimize mobile marketing with
real-time, right-time notifications ..........................................34
Fintechs embrace inclusion, education ................................12
Expand reach with agile, simple
Industry Update ...............................................................................13 cross-border payments ................................................................35
View Inspiration
Recovering from a double cross ...............................................36
The very point of sale :
I got hacked: now what? ...............................................................18 Departments
By Dale S. Laszig, DSL Direct LLC Letter From the Editor ......................................................................5
What do you do when you're unable to log into your online bank- Readers Speak:
ing platform and learn from a bank rep that a hacker had reset Navigating the changing world of M&As ................................8
your password the day before? A labor-intensive digital reset. Datebook .............................................................................................17
Company Profile Spotlight Innovators ......................................................................20
Resource Guide .................................................................................39
Talus Pay: Advertiser Index ...............................................................................46
Chart your growth with a proven payment partner .......23
Education
Street Smarts
SM
Don't duplicate: create your own brand of success ........29
By Jeff Fortney, Signature Payments
Refreshing your mindset and changing your approach to make
sure you aren't duplicating what your competitors are doing is
imperative for ISOs and MLSs in today's new normal.
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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