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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
Kingdom, Germany and Austria and 306 card-present
and the customer experience.
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
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
POS solutions.
Paysafe's sales discovery process has evolved from price
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
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
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
Semafone, a data security and compliance solution
messages to broadly distributed
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
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
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 Continued on page 31
privacy and security and enhance productivity? Or will
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Education
SM
Digital commerce in 2022 – Part 1 ..............................................1 Street Smarts
By Dale S. Laszig Short staffed doesn't mean short on service .....................28
In the first article in a two-part series, payments experts discuss By Jeff Fortney, The Strawhecker Group
two of four digital commerce pillars— security and intelligence— We aren't in the business of helping merchants find staff when
and their predicted impacts on commerce in 2022. employees are hard to find, but we can provide tools for them to
do more with the workers they have right now.
News
R&D tax credits provide capital
News Briefs: for innovative companies ............................................................32
Visa takes aim at cashless ATMs ...............................................10 By Tyler Kem, Strike Tax Advisory
Gift card sales rise, as does fraud.............................................10 Little known and underutilized, the research and development
(R&D) tax credit could hold the key to economic recovery in the
BNPL draws government scrutiny ...........................................10 wake of the COVID-19 pandemic. It's time to spread the word.
Square is no chip off this block .................................................10
Legal ease:
Industry Update ...............................................................................11 Payment technology licensing – Part 2:
Views What should and shouldn't be free? ......................................34
By Adam Atlas, Attorney at Law
Insider's report on payments: This second installment in a three-part series on payment technol-
Scrutinizing big tech in consumer payments ....................14 ogy licensing considers the legal and business considerations
By Patti Murphy, ProScribes Inc. associated with various pricing models.
Recent actions on the part of the CFPB indicate it is poised to rein New Product
in big tech companies' forays into the payments space. This could
be good news for acquirers, ISOs and MLSs. Fund customers instantly with digital-first platform.....36
In-person shopping is back, are businesses ready? .......16 Inspiration
By Elie Y. Katz, National Retail Solutions You are exactly what merchants need ...................................37
Assuming the Omicron COVID variant can be contained, shoppers Departments
will continue to visit stores, and revenues will likely rise, but taking
advantage of opportunities requires cash. Letter From the Editor ......................................................................5
Readers Speak:
Four alternative lending trends Heads up on cybersecurity ............................................................8
to watch in 2022 – and beyond .................................................19 Datebook .............................................................................................18
By Chad Otar, Lending Valley Inc. Spotlight Innovators ......................................................................20
This article takes a look at four alternative lending trends poised Resource Guide .................................................................................39
to reshape the fabric of the financial world in 2022 and beyond. Advertiser Index ...............................................................................46
Company Profile
Savify:
Build value, relationships
beyond payment processing ....................................................23
3