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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-
May 13, 2019 • Issue 19:05:01
complex,
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
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
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
"The end goal is to help our customers implement solutions dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
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
voice response (IRV) systems and dial modems began to
Cover Story Education findings and commentary by payments industry leaders Contributed articles inside by: Semafone, a data security and compliance solution
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
deep dive into today's SMB market. It takes a deep dive
transmit credit card numbers. Over time, service providers
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
began to mask DTMF sounds to prevent criminals from
innovating in the space. Part 2 will examine how merchant
Bill Pirtle ...................................................................................................42 (PA-DSS) certified. "We are literally saving our payment
any device, digital assistants help
messages to broadly distributed
n a world where anyone anywhere can transact on
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
provider for call centers, uses advanced DTMF masking
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
Not your father's POS .......................................................................1 Street Smarts TOC on page 3 machines and humans on the phone, email or online chat. than they were ten years ago, which has helped reduce wait
becoming adept at representing the people and companies
SM
certification themselves," he added.
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
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
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.
By Dale S. Laszig Out with old questions in today's new normal .................28
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
privacy and security and enhance productivity? Or will
TOC on page 3
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Today's multichannel POS environments present significant op- By Jeff Fortney, Signature Payments
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
portunities for those willing to navigate the ever-evolving POS In today's new normal, old sales approaches will no longer fly. Yes
Continued on page 31
www.greensheet.com
hardware and software options to meet market needs. and no answers will get you swiftly out the door. Conversations
News that touch on COVID and stir emotions are the way to go.
What to look for in a business partner ..................................30
News Briefs: By Elie Y. Katz, National Retail Solutions
Tracking economic recovery ......................................................10 Have you ever thought one of your merchants, especially one just
Experts see more play-tail, less retail in future stores ...10 starting up, needs a partner? This article contains advice for fledg-
ling retailers that could apply to any new venture.
ETA guides Capitol Hill on cashless impacts .......................10
Legal ease:
Advancing faster B2B payments ..............................................10
Personal guarantees in payments ...........................................33
FIDO conference drives secure authentication .................10 By Adam Atlas, Attorney at Law
Industry Update ...............................................................................11 Payments professionals sometimes engage their personal liabil-
ity—even if they operate through a company. When are personal
Views guarantees appropriate and what are the pitfalls?
New Products
Insider's report on payments:
Bringing crypto to the masses ..................................................14 Tap credit, rewards with card-funded payments ............35
By Patti Murphy, ProScribes Inc.
Wow-worthy, secure conversational commerce ...............36
Based on recent partnerships and rollouts at some big names in
payments, it looks like essential elements are coming together to Inspiration
bring a variety of crypto-payment options to the masses. Don't be a sleepyhead ...................................................................37
The need to build trust with merchants Departments
in the gaming market ....................................................................16
By Kamran Hedjri, PXP Financial Letter From the Editor ......................................................................5
Readers Speak:
To navigate a diversity of state and federal gaming regulations, Is the CFPB's recent order a wake-up call? .............................8
payment providers and merchants must work together, but to do
so with minimal friction, trust needs to be established. Spotlight Innovators ......................................................................20
Resource Guide .................................................................................39
Company Profile Advertiser Index ...............................................................................46
Chargebacks911 :
Global dispute remediation at scale ......................................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::
Your Press Release
pay attention, and you’ll advance your brand.
Send your press releases to press@greensheet.com.
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