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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-
complex,
May 13, 2019 • Issue 19:05:01
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,
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
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
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
By Dale S. Laszig
This is the first article in a two-part series that takes a
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 Education
SM
Crypto payment acceptance today – Part 1 ...........................1 Street Smarts
By Patti Murphy Birthdays to marketing strategy ..............................................30
By Natasa Cvijanovic, Tesla Payments
From small merchants to the major card brands, awareness of
crypto payments is high, but are they taking hold at the POS? The Sometimes solutions that are not flashy or new are just what's
Green Sheet Advisory Board weighs in. needed to establish and reinforce merchant relationships, foster
long-term loyalty and build your brand.
News
Build loyalty among existing customers ..............................32
News Briefs: By Elie Y. Katz, National Retail Solutions
Tracking consumer payment preferences ...........................10 Whether it's B2C or B2B, keeping existing customers is more
Studies expose gaps in digital commerce ...........................10 cost-efficient than acquiring new ones. The key is to personalize
interactions with your current merchant customers and partners.
Biometrics replacing cards, smart
devices at checkout ........................................................................10 Help restaurants serve up frictionless
Fed pilots instant payments framework ..............................10 experiences with mobile ..............................................................33
By Dirk Izzo, NCR Hospitality
Industry Update ...............................................................................12 People increasingly rely on mobile for their restaurant-related
Views needs. You can help restaurants adjust their mobile strategies to
create a frictionless experience customers have come to expect.
Insider's report on payments: New Products
In-store payments get personal ...............................................16
By Patti Murphy, ProScribes Inc. Protect data across physical, cloud
The COVID-19 pandemic has ushered in a lot of changes. Chief and hybrid environments ............................................................35
among these is a desire to minimize physical contact, especially Upgrade merchants instantly, no
when shopping—helping to propel biometric payments. processor or hardware swaps ...................................................36
Localization is key to long-term growth in APAC .............18 Inspiration
By Kristin Gjerding, CellPoint Digital
Make a splash with micro merchants this summer .........37
Just as ISOs and MLSs must tailor their offerings to the specific
needs of each merchant, those doing business in the APAC region Departments
must tailor offerings to each country's payment preferences. Letter From the Editor ......................................................................5
Company Profile Readers Speak:
Believe cash is dead? Think again ..............................................8
Nationwide Payment Systems : Spotlight Innovators ......................................................................20
Sharing big tech with small and midsize merchants ......23 Datebook .............................................................................................22
Calendar ...............................................................................................31
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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