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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
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
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
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
"The end goal is to help our customers implement solutions
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
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
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
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
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
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
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
privacy and security and enhance productivity? Or will
TOC on page 3
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Company Profile Continued on page 31
GS Advisory Board Miura Systems:
Overcoming 2021 supply chain Drive retail innovation with proven mPOS leader ..........23
and staffing challenges – Part 2..................................................1 Education
Members of The Green Sheet Advisory Board discuss some of
SM
2021's main challenges and share insights on where to find new Street Smarts
payments opportunities in 2022. Be a disrupting influencer ...........................................................30
By Jeff Fortney, The Strawhecker Group
News
In the payments world, before the new normal, we were all taught
News Briefs: to be influencers. Now it’s time to embrace disruption and be-
come a disrupting influencer.
Holiday commerce trifecta
brings hope, hype, caution .........................................................10 10 things to look for in an ISO ...................................................32
Mastercard hardens SaaS billing rules ..................................10 By Dustin Magaziner, PayBright
NRF: Digital options stretch holiday shopping .................10 Pinpointing qualities that distinguish one ISO from another and
determining which one will offer your business what you really
Square rebranding as Block .......................................................10 need can be daunting. How can you weigh the options?
Class action threatens Priority ISOs .......................................10
Knowledge is (still) power ...........................................................34
Visa debuts crypto advisory service.......................................10 By Ken Musante, Napa Payments and Consulting
Industry Update ...............................................................................12 All payment processing costs are included in a Schedule A, but
it can be tricky to pinpoint them, given the ways they may be
Views bundled or itemized. This updated summary will help.
The very point of sale : New Products
Update your sales playbook.......................................................15
By Dale S. Laszig, DSL Direct LLC Streamline services with
all-in-one banking ecosystem ...................................................35
Transactional selling was effective in moving merchants to elec- Boost revenue, reduce churn
tronic commerce and, later, to EMV. Today, given all the powerful with acute dispute intelligence ................................................36
tools we have to offer, consultative selling is the way to go.
Will 2022 be the year of the great bank opening? ..........17 Inspiration
By Vanni Parmeggiani, Go Cardless Helping others through the holidays ....................................37
In the United States, open banking is likely to grab headlines in Departments
the new year, along with other alternative payment options—like
digital wallets and BNPL—that will gain more market share. Letter From the Editor ......................................................................5
Readers Speak: Spend without going overboard ...............8
Payment choice is key to retail success .................................19 Spotlight Innovators ......................................................................20
By James Bradley, DivideBuy Resource Guide .................................................................................39
Once a niche form of credit, BNPL has gained momentum among Advertiser Index ...............................................................................46
both younger shoppers and older cohorts and is set to continue
scaling rapidly. It could be just what your merchants need.
3