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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
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
at Paysafe, said the research revealed that brick-and-
have introduced SMBs to a big-brand experience and new
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
Paysafe's sales discovery process has evolved from price
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
security, data protection, business management tools and
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
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
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
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
privacy and security and enhance productivity? Or will
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Cover Story Education Continued on page 31
www.greensheet.com
GS Advisory Board Street Smarts
SM
Overcoming 2021 supply chain Now is the time to reassess
and staffing challenges – Part 1..................................................1 and make needed changes .........................................................28
Members of The Green Sheet Advisory Board discuss some of By Jeff Fortney, The Strawhecker Group
2021's main challenges and share insights on where to find new If you intend to remain successful in the payments industry, you
payments opportunities in 2022. must revamp marketing efforts in response to changing condi-
tions. The new normal is real, not a brief interlude.
News
Getting off the B2C supertanker ..............................................30
News Briefs: By Roger McNamara, Guide2Interchange
2021 holidays blend digital channels, tech ........................10 The B2C industry has been very good to many people in pay-
Fintech conferences open holiday season ..........................10 ments for a long time. But the market is saturated, competition is
brutal and it's time to explore new opportunities.
Shopping changes are here to stay ........................................10
Tokenization holds key to security, experts say ...............10 Legal ease:
Payment technology licensing
JEC, ETA explore cryptoassets oversight..............................10 Part 1: How to build for licensure ............................................32
Clash of titans Amazon and Visa ..............................................12 By Adam Atlas, Attorney at Law
Experts link new tech, new threats .........................................12 For ISOs and developers to draw value from their hard work in
developing new apps and platforms, they must first create a solid
Industry Update ...............................................................................13 foundation that aligns with their goals.
Views Combating fraud post COVID, 2021 and beyond .............34
By Nicholas P. Cucci, Fluid Pay LLC
Insider’s report on payments :
Going postal on financial services ..........................................18 As digital transformation accelerates at an unprecedented rate,
By Patti Murphy, ProScribes Inc. the ROI for credit card fraud increases in tandem. It's imperative to
manage the risks associated with new technologies.
Are banking services in the cards for the U.S. Postal Service? This
question has been bandied about for years, but has failed to gain New Products
traction. A new pilot program may change that. Smash financial crime with keen
Company Profile cross-border intelligence .............................................................35
Strike Tax Advisory: Empower guests with frictionless mobile checkouts ....36
Claim your business tax credit at zero upfront cost .......23 Inspiration
Give yourself an optimism boost .............................................37
Departments
Letter From the Editor ......................................................................5
Readers Speak: Inflationary pressures ....................................8
Spotlight Innovators ......................................................................20
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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