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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
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
POS solutions.
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
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
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
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
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added.
innovating in the space. Part 2 will examine how merchant
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
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
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
(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
article in issue 19:04:01, examined the expanding role of
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
Cover Story Company Profile jobs? they encroach on personal moments and take away our TOC on page 3
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
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Cash, credit or crypto? .....................................................................1 Kani Payments Continued on page 31
www.greensheet.com
By Patti Murphy Advanced automation ..................................................................23
This second article in a series on crypto payments examines how Education
crypto payment acceptance is popping up at the POS and how
traditional payments companies are responding. Street Smarts SM
One powerful question, a multitude of sales .....................28
News By Jeff Fortney, The Strawhecker Group
News Briefs: A question posed in a long-ago creative writing class has subse-
quently played an important role in gaining essential information
Fed CBDC paper draws rapid-fire responses ......................10 from merchants that helps lead to sale after sale.
FedNow pricing revealed .............................................................10 Legal ease
Climate First Bank joins Net-Zero Banking Alliance .......10 Payment technology licensing – Part 3: Web 3.0,
ACH records banner year .............................................................10 blockchain, decentralized technology .................................30
By Adam Atlas, Attorney at Law
UK, US trade associations lean in to CBDC ..........................10
With Meta hiring to build the metaverse and VCs investing in Web
Big banks gain in merchant satisfaction ..............................10 3.0, decentralized and blockchain innovations, what's the future of
payments technology licensing?
Industry Update ...............................................................................12
Views Making BNPL credit reporting work ......................................32
By Srii Srinivasan, Chargeback Gurus
The very point of sale: Equifax's plan to factor in BNPL payment histories when calculat-
Banking on digital ...........................................................................16 ing consumer credit scores looks like a net positive for consumers
By Dale S. Laszig, DSL Direct LLC and merchants, but it has negatives to sort out, too.
Financial analysts have called branch transformation a wake-up New Product
call for financial institutions, but a recent survey found that big
banks outrank fintechs in customer satisfaction. Custom-fit, on-demand training for payment pros ........36
The fintech industry needs to embrace transparency ...17 Inspiration
By Matt Bivons, Canopy Servicing Weed before planting ....................................................................37
Borrowers are often surprised by fees they didn't expect and infor- Departments
mation shared without their consent; lenders typically believe it's
on borrowers to read the fine print. What's the solution? Letter From the Editor ......................................................................5
Readers Speak:
Is the CPP designation worth it? ..............................................18 The CBDC race is on .......................................................................8
By Dustin Magaziner, PayBright
Spotlight Innovators ......................................................................20
Have you wondered whether it's worth it to become a Certified Resource Guide .................................................................................39
Payments Professional? The short answer: Yes, maybe, possibly. Advertiser Index ...............................................................................46
But only if you maximize its potential.
PCI the easy way ...............................................................................36
By Ken Musante, Napa Payments and Consulting
Merchants hate PCI compliance portals more than non-compli-
ance fees. For most, these fees are an unfair burden because the
need is waning and the process to comply is circuitous.
3