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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
ing, analysts predict more retail growth in 2019,
Conversational commerce:
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
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
"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
By Dale S. Laszig
code, early touchtone phones linked numeric values with
This is the first article in a two-part series that takes a
SM
AI-powered statement analysis ..................................................1 Street Smarts findings and commentary by payments industry leaders Nicholas Cucci ........................................................................................40 at Semafone, noted that Cardprotect 4.0 is Payment Card
Contributed articles inside by:
transmit credit card numbers. Over time, service providers
deep dive into today's SMB market. It takes a deep dive
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
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
Steve Norell ............................................................................................34audiences. While
By Dale S. Laszig Listen and mirror your way to sales ........................................28
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
certification themselves," he added.
application partners valuable time and costs that would
they serve. It's not always easy to differentiate between
TOC on page 3 machines and humans on the phone, email or online chat.
otherwise have gone towards achieving the [PA-DSS]
"Voice: payments' next integration," The Green Sheet's lead
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
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
Merchant statement analysis, the industry standard for measuring By Jeff Fortney, Signature Payments jobs? they encroach on personal moments and take away our Contributed articles inside by:
to recognize complex phrases. "These systems are smarter
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.
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
acquirer pricing, performance and efficiencies, has evolved from a Some folks say you shouldn't allow feelings to affect business

Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
TOC on page 3
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
lengthy process to instant quotes and on-the-spot proposals. decisions. But people decide subjectively and justify objectively,
Continued on page 31
www.greensheet.com
News including merchants pitched too often with cost savings.
News Briefs: Moving toward a real-time payments environment ......30
By Dr. Jack T. Baldwin, BHMI
Isaacman takes charitable giving to new heights ...........10
The most pronounced movement in payment processing today is
Four charged with defrauding adoption of faster payments by networks, financial institutions and
acquirers, card brands ...................................................................10 businesses in general. But implementation is complex.
Nacha ruling modernizes ACH transactions .......................10 Legal ease:
ETA event highlights financial inclusion ..............................10 Card issuing: the flavor of the month in acquiring ..........32
By Adam Atlas, Attorney at Law
Industry Update ...............................................................................12
Previously, ISOs and processors in the acquiring space paid no at-
Views tention to card issuing Lately, new issuing businesses have risen as
key players in the payments marketplace.
Insider's report on payments : New Products
Gift cards: the gift that keeps on giving ...............................16
By Patti Murphy, ProScribes Inc. Bundle checkouts, residuals with feature-rich POS ........35
Gift card programs have existed for a long time, but ISOs and MLSs Win customers, repel bad actors
often forget to tell merchants about their many virtues, a prime with advanced biometrics ...........................................................36
one being increased merchant stickiness. Inspiration
De-branding gas stations: What happens next? ..............18
By Lori Griboski, Petroleum Card Services, Paysafe Should you make friends at work? ..........................................37
Departments
Gas stations that aren't EMV-compliant may face losing contracts
with major petroleum brands or paying steep fines they cannot Letter From the Editor ......................................................................5
afford. There are options for those that de-brand. Readers Speak:
Company Profile The ABCs of creating a thriving small business ...................8
Spotlight Innovators ......................................................................20
PayLo: Datebook .............................................................................................34
Drive revenue, retention with Resource Guide .................................................................................39
cash discount program .................................................................23
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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