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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
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
IVR systems
of payments and the in-store experience. In response,
Independent research by global payments provider Paysafe
Paysafe's sales discovery process has evolved from price
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,
published by Paysafe in October 2018, found 54 percent
have been centering conversations with merchants about
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
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
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
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-
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(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
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
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
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 Brandes Elitch ........................................................................................24
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
Contributed articles inside by:
Cover Story Education TOC on page 3 Continued on page 31
homes and connected workplaces. Will AIs respect our
privacy and security and enhance productivity? Or will

Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
SM
Interchange adjustments are a mixed bag ............................1 Street Smarts
www.greensheet.com
By Patti Murphy Get out of your own way ..............................................................28
By Natasa Cvijanovic, Tesla Payments
Following a two-year hiatus, Mastercard and Visa adjusted
interchange pricing. The new rates take effect this month amid Confidence is an essential sales skill. But can you build self-
renewed scrutiny in Washington of the leading card brands. confidence if you weren't born with it? Contrary to popular belief,
confidence can be built over time through knowledge and experi-
News ence.
News Briefs: Payments in real time ....................................................................32
European fintechs foster sustainable ecosystem ............10 By Ken Musante, Napa Payments and Consulting
Commerce studies reflect digital-first future .....................10 The most common use case for RTP is peer to peer, but demand
has been increasing in the gig economy. How acquirers address
27-years on, gift cards still popular ........................................10
that need will have ramifications on their risk controls and cost.
ETA unveils 2022 Forty Under 40 .............................................10
MCA, a win-win for retailers and resellers ...........................34
Industry Update ...............................................................................12 By Elie Y. Katz, National Retail Solutions
View With so many flashy, new products coming on the scene, it's good
to remember the benefits of merchant cash advances, which are a
The very point of sale: staple in many ISO and MLS toolboxes.
Commerce waters run deep .......................................................18
By Dale S. Laszig, DSL Direct LLC Company Profile
While deals are inked at tradeshows, there is tacit agreement that PXP Financial:
the payments ecosystem is interdependent and relies on stake- Leading and enabling iGaming, global commerce ........36
holders for much more than revenue alone. Inspiration
New Products Public speaking can be for you .................................................37
Gain customers with integrated Departments
workflows, data management ..................................................22 Letter From the Editor ......................................................................5
Amplify deal count with AI-powered Readers Speak: Security tips to rely on ...................................8
statement analysis ..........................................................................23 Spotlight Innovators ......................................................................20
Resource Guide .................................................................................39
Calendar/DateBook ........................................................................45
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.
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