Page 3 - GS220802

InsideGS

Empowering and connecting Enterprise selling in an
January 14, 2019 • Issue 19:01:01
today’s payments professionals By Dale S. Laszig SMB world – Part 1 May 13, 2019 • Issue 19:05:01
SMBs face.
Help me innovate
level salespeople (MLSs) can use their industry knowledge
and personal experience to solve the most pressing issues
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-
and the customer experience. complex,
present (CNP) SMBs in the United States, Canada, United
Kingdom, Germany and Austria and 306 card-present
set of challenges.
uoyed by reports of record 2018 holiday spend-
ing, analysts predict more retail growth in 2019,
attitudes about payment acceptance methods, innovation
Conversational commerce:
particularly in the evolving small and midsize
O. B. Rawls IV , chief commercial officer, payment processing
B business (SMB) sector. Advanced technologies
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
Paysafe's sales discovery process has evolved from price
of payments and the in-store experience. In response,
Independent research by global payments provider Paysafe
POS solutions.
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
that enable them to better their business," Rawls said. "By replace phoned-in payment card authorizations. Like Morse
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
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
This is the first article in a two-part series that takes a
code, early touchtone phones linked numeric values with
Semafone,
By Dale S. Laszig
a data
deep dive into today's SMB market. It takes a deep dive
dual-tone multifrequencies (DTMF) to enable machines to
Contributed ar ticles inside by:
transmit credit card numbers. Over time, service providers
security
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
into evolving SMB environments and includes research
findings and commentary by payments industry leaders
and
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added. compliance solution
Jeh Holsomback ...................................................................................20
innovating in the space. Part 2 will examine how merchant
n a world where anyone anywhere can transact on
messages to broadly distributed
any device, digital assistants help deliver targeted
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
Industry Payment Application Data Security Standard
Bill Pirtle ................................................................................................... 42
Martina Jeronski ...................................................................................36 machines to per-
sonalize relationships, chat bots and digital assistants are
(P A-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 [P A-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
than they were ten years ago, which has helped reduce wait
Adam Hofman, product manager at CallRail, mentioned
that advanced speech recognition has enabled IVR systems
to recognize complex phrases. "These systems are smarter
voice technologies in payments. This article explores how
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.
jobs? they encroach on personal moments and take away our Contributed ar ticles 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
privacy and security and enhance productivity? Or will
TOC on page 3 Continued on page 31
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Education
Unlocking data to drive sales, merchant retention ...........1 Street Smarts
SM
By Patti Murphy Happy merchant or loyal merchant:
Today, digital commerce generates vast electronic repositories of Which would you rather have? ..................................................30
information, which can be mined to predict trends, like the pro- By Natasa Cvijanovic, Tesla Payments
pensity of customers—and merchants—to remain loyal. Providing a superior experience to merchants and their custom-
ers frequently results in happy merchants in your book. Happy
News merchants, however, are not always loyal merchants.
News Briefs: Why you and your merchants should use e-invoicing ...32
FIS takes on ecommerce fraud ..................................................10 By Nicholas P. Cucci, Fluid Pay
Antitrust action challenges Apple Pay ..................................10 It's hard to believe some businesses still print invoices and send
them to recipients via snail mail when simple, intuitive e-invoicing
Durbin's second act threatens credit card rails .................10
is quickly becoming the new standard worldwide.
Stronger, streamlined STA enters fourth decade.............10
Visa Rapid Dispute Resolution ..................................................34
Industry Update ...............................................................................12 By Ken Musante, Napa Payments and Consulting
Views Visa lowered the chargeback threshold for its Dispute Monitoring
Program from 1 percent to 0.9 percent, but it did so in tandem
The very point of sale : with changes that made compliance substantially easier.
From underserved to understood ...........................................16 New Products
By Dale S. Laszig, DSL Direct LLC
Aggregating underfinanced individuals into one amorphous Achieve AML, KYC with advanced
"underserved" demographic seems odd, especially in financial compliance, ID verification ........................................................36
services, an industry that champions personalization at scale. Leverage real-time data to improve
underwriting, expand reach ......................................................37
Kiosks: the easiest sale an ISO will make ............................18
By Bill Vasquez, Advisor to Applova Inspiration
Almost all QSR operators are looking for an economical way to Persistence is key in difficult times .........................................38
stay running without having to bring more hands on deck. Kiosks
just might be the perfect solution Departments
Letter From the Editor ......................................................................5
Company Profile Readers Speak:
BHMI: A focus on consumer financial health.......................................8
Modernize back-office with superior Spotlight Innovators ......................................................................20
enterprise applications.................................................................23 Resource Guide .................................................................................39
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::
pay attention, and you’ll advance your brand. Your Press Release
Send your press releases to press@greensheet.com.
3