Page 3 - GS220102

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
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,
IVR systems
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
selling, he noted. Direct and indirect sales representatives
their efforts to balance frictionless checkouts with payment
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
Contributed articles inside by: 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
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
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
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
n a world where anyone anywhere can transact on
Semafone, a data security and compliance solution
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
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Bill Pirtle ...................................................................................................42
Martina Jeronski ...................................................................................36 machines to per-
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
becoming adept at representing the people and companies
(PA-DSS) certified. "We are literally saving our payment
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
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
Continued on page 31
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
privacy and security and enhance productivity? Or will
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Cover Story Education Continued on page 31
Adam Atlas ..............................................................................................38
www.greensheet.com
SM
Digital commerce in 2022 – Part 2 ..............................................1 Street Smarts
By Dale S. Laszig Gain confidence, grab opportunities
This final article in a two-part series looks at what's in store for in the new normal ...........................................................................28
2022, sharing expert perspectives on the third and fourth pillars of By Jeff Fortney, The Strawhecker Group
digital commerce: agility and transparency. Amid the upheaval brought on by the ongoing pandemic, ISOs
and MLSs can help steer merchants away from worry and toward
News solutions that will strengthen their businesses in the new normal.
News Briefs: Caring critically: The barkeeps dilemma ..............................30
Tap-and-go donations make holiday season debut .......10 By Ken Musante, Napa Payments and Consulting
Fed IDs shifts in consumer payment preferences ............10 Barkeeps have a difficult job, and as frontline workers, they need
better solutions from payments professionals, many of whom
Fintech startup lopay challenges 'big three' ......................10
have benefitted from their care. It's time to lighten their load.
Mastercard finds 8.5 percent bump in holiday spend ...10
The top six things that changed online fraud in 2021 ...31
Crypto gains traction with mobile wallets ..........................10 By Bence Jendruszak and Tamás Kádár, SEON
Industry Update ...............................................................................14 Online fraud got much easier; ransomeware-as-a-service models
took off; the metaverse came to the fore. These are among the
Views factors that influenced online fraud in the past year.
Insider's report on payments: New Products
CNP, ACH payments gain – crypto too ...................................18
By Patti Murphy, ProScribes Inc. Automate support desk coaching with smart AI .............35
Trends like contactless and mobile, once also-rans, are making Improve your security posture
inroads. And while consumers are making fewer purchases with with cloud cryptography ............................................................36
cards and mobile wallets, average tickets are growing. Inspiration
Supporting retailers in the year ahead .................................33 Making a difference one small act at a time .......................37
By James Bradley, DivideBuy Departments
What's driving BNPL momentum? POS finance and interest-free
credit, enabled by innovative lendtech solutions, are incredibly Letter From the Editor ......................................................................5
convenient ways for people to finance purchases. Readers Speak:
Getting serious about compliance dashboards...................8
Company Profile Spotlight Innovators ......................................................................20
APEXX Global: Resource Guide .................................................................................39
PaaS leader brings BNPL expertise to U.S. market..........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.
3