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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
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
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
of payments and the in-store experience. In response,
IVR systems
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
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
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
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
transmit credit card numbers. Over time, service providers
deep dive into today's SMB market. It takes a deep dive
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
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
n a world where anyone anywhere can transact on
messages to broadly distributed
Semafone, a data security and compliance solution
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
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-
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
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
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
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 2 ...........................1 Street Smarts
Cold calling is a contact sport ....................................................28
Concluding a two-part series, members of The Green Sheet Advi- By Natasa Cvijanovic, Tesla Payments
sory Board share their insights on the evolving role of cryptocur-
rencies and crypto payments now and in the future. If done correctly, cold calling is an effective strategy. However,
if you repeatedly make the same mistakes, your success will be
News limited. A few tips can help you become a cold call powerhouse.
News Briefs: Why does my business need an
Verizon finds ransomware robust and rising .....................12 automatic account updater? ......................................................32
Economic winds batter customer By Nicholas Cucci, FluidPay
satisfaction, survey finds ................................................12 While storing customer account information seems ideal for
recurring payments, updating can be burdensome for staff and
Crypto scams top $1 billion ........................................................12
customers alike when the card on file expires or is canceled.
Merchants eager to accept crypto ...........................................12
Payments in real time and near real time ............................34
Industry Update ...............................................................................14 By Ken Musante, Napa Payments and Consulting
Views With demand for low-cost, real-time payments surging across the
globe, competitive options exist that may not be instantaneous,
The very point of sale: but they are much faster than payments using the ACH network.
Potential, purpose, possibility ..................................................16 New Products
By Dale S. Laszig, DSL Direct LLC
Innovative thinkers are leveraging payment rails to create a Protect transactions with two-dimensional
deeper, richer customer experience. MLSs can emulate these tech fraud detection .................................................................................36
leaders by focusing on each prospect or partner holistically. Seamlessly manage chargebacks
How technology is reshaping the finance industry ........18 with cloud-based SaaS ..................................................................37
By Rohan Kapil, Jedox Inc. Inspiration
Digital transformation has been an upward business trend for Maintaining work-life harmony ...............................................38
some time, but lately its importance has risen sharply. The finance
industry is being reshaped at this very moment. Departments
Company Profile Letter From the Editor ......................................................................5
Readers Speak:
Zuza : Growing with your corporate responsibility program .....8
One super app for payment processing, Spotlight Innovators ......................................................................21
business management .................................................................23 Datebook .............................................................................................31
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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