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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.
set of challenges.
uoyed by reports of record 2018 holiday spend-
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,
Paysafe's sales discovery process has evolved from price
POS solutions.
Independent research by global payments provider Paysafe
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
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
vulnerable to fraud. Seventy-six percent reported feeling
Payment technology's evolution began when interactive
"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
This is the first article in a two-part series that takes a
By Dale S. Laszig
code, early touchtone phones linked numeric values with
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
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
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
messages to broadly distributed
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
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
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
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 Company Profile
Journey to the center of commerce ...........................................1 Scienaptic
By Dale S. Laszig Power more loans with new-age credit underwriting ...23
Hidden behind the many faces of digital commerce are next-gen- Education
eration technologies, platforms and APIs that facilitate a prolifera-
tion of transaction types and payment environments. How to source employees for your SMB ...............................19
By Elie Katz, National Retail Solutions
News New SMBs must be staffed with qualified people before they open
their doors. Careful employee outreach, recruitment and training
News Briefs:
can make the difference between failure and success.
Apple Pay acceptance goes contactless ...............................10
Street SmartsSM
ACH gains traction, regulatory support ...............................10 The many benefits of transparency ........................................30
EMVCo enhances touchless commerce .................................10 By Jeff Fortney, The Strawhecker Group
Gift cards on track for strong growth ....................................10 There's a belief among MLSs that transparency can cost you sales.
Not so. Transparency builds trust, leads to meaningful conversa-
Payrix leaps forward with FIS ....................................................10 tions and results in mutually beneficial partnerships.
Industry Update ...............................................................................12 Saving merchant fees — Part 1:
Views Cash discount explained ..............................................................32
By Nikki Estes and Shubham Garg, iCheckGateway.com
Insider's report on payments: Not all business types will want to implement a cash discount pro-
Interchange under attack, again..............................................16 gram, but they are growing in popularity among business owners
By Patti Murphy, ProScribes Inc. as awareness of their benefits increases.
Lobbyists invented the term "swipe fees" to describe interchange New Product
and identify consumers as victims of the fees. Merchants benefit-
ed from ensuing legislation. They were just getting started. Protect merchants, consumers
with proof-of-age tokens ............................................................36
Embrace consumer-centered digital transformations ..18
By Tyler Kem, Strike Tax Advisory Inspiration
Businesses cannot delay digital transformations. Ninety percent of Delegate like a pro ..........................................................................37
businesses in a recent survey can't see viability for their compa- Departments
nies within two years. The time to adapt is now.
Letter From the Editor ......................................................................5
Financial planning for SMBs looks Readers Speak: China UnionPay filling
radically different now ...............................................................33
void left by Visa, Mastercard .........................................................8
By Chad Otar, Lending Valley Inc. Spotlight Innovators ......................................................................20
Small businesses looking to succeed in 2022 and beyond need to Resource Guide .................................................................................39
focus on several key areas when it comes to financial planning. Calendar/Date Book .......................................................................45
Advertiser Index ...............................................................................46
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