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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-
present (CNP) SMBs in the United States, Canada, United
and the customer experience. complex,
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
O. B. Rawls IV , chief commercial officer, payment processing
B business (SMB) sector. Advanced technologies
at Paysafe, said the research revealed that brick-and-
SMBs in the United States and Canada. Respondents shared interactive, evolving
have introduced SMBs to a big-brand experience and new
mortar retailers aspire to truly innovate at the intersection
IVR systems
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
POS solutions.
of payments and the in-store experience. In response,
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
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
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
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
vulnerable to fraud. Seventy-six percent reported feeling
This is the first article in a two-part series that takes a
By Dale S. Laszig
Semafone,
code, early touchtone phones linked numeric values with
Contributed ar ticles inside by:
deep dive into today's SMB market. It takes a deep dive
a data
dual-tone multifrequencies (DTMF) to enable machines to
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
into evolving SMB environments and includes research
transmit credit card numbers. Over time, service providers
security
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
I it may seem incongruous to use
any device, digital assistants help deliver targeted
provider for call centers, uses advanced DTMF masking
Nicholas Cucci ........................................................................................40
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
Martina Jeronski ...................................................................................36 machines to per-
Bill Pirtle ................................................................................................... 42
Industry Payment Application Data Security Standard
at Semafone, noted that Cardprotect 4.0 is Payment Card
(P A-DSS) certified. "We are literally saving our payment
sonalize relationships, chat bots and digital assistants are
becoming adept at representing the people and companies
they serve. It's not always easy to differentiate between
application partners valuable time and costs that would
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
that advanced speech recognition has enabled IVR systems
Adam Hofman, product manager at CallRail, mentioned
than they were ten years ago, which has helped reduce wait
sentient machines are transforming transactions from
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
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
privacy and security and enhance productivity? Or will
homes and connected workplaces. Will AIs respect our
TOC on page 3
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Cover Story Education Continued on page 31
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cultivating POS intelligence ........................................................1 Street Smarts
SM
By Dale S. Laszig Contract negotiations — Part 1
Contrasting yesterday's dial-up POS with today's data-driven Choose the right partner, negotiate the right terms .....28
solutions highlights the payments industry's stunning evolution, By Natasa Cvijanovic, Tesla Payments
including growing intelligence in payment systems and solutions. Companies seeking MLS partners typically present themselves as
the absolute best, the cream of the crop, so how do you deter-
News mine which offer is best for you and your merchants?
News Briefs: Digital payment trends:
Employees to take helm at DigiPay ........................................10 Keeping up while you scale up ..................................................32
By Dave McGibbon, Passbase
Fed expands cryptocurrency oversight ................................10
Digital payments, which offer a convenient, easy to use, low-cost,
Visa tokens reach milestone.......................................................10 contactless experience, are increasingly popular. And that means
Cannabis stakeholders, regulators increased risk of fraud and other finance-related crimes.
reassess cashless ATMs .................................................................10
With lingering pandemic
Industry Update ...............................................................................12 fallout, SMBs face new worries .................................................34
Views By Chad Otar, Lending Valley
In the aftermath of the pandemic, small business owners continue
Insider's report on payments : to suffer. Knowing the signs of burnout is increasingly important
Getting ready for Durbin redux ................................................16 for them.
By Patti Murphy, ProScribes Inc. New Products
A day of reckoning is coming to merchant acquiring: the Credit
Card Competition Act of 2022, introduced by Senators Dick Streamline ministry management
Durbin, D-Ill., and Roger Marshall, M.D., R-Kan. with end-to-end SaaS ....................................................................36
Help customers unlock paycheck
Proposed bills threaten SMBs, ISOs ........................................18 liquidity before payday ...............................................................37
By Allen Kopelman, Nationwide Payment Systems
If the Competition in Credit Card Act and legislative efforts to Inspiration
surtax small businesses become law, merchants, ISOs and MLSs Applying the 'think before you speak' maxim .................38
will face hardships even more serious than inflation.
Departments
Company Profile Letter From the Editor ......................................................................5
DIGISEQ : Readers Speak:
Go wallet-less with tokenized, Prioritizing speed in customer service .....................................8
personalized wearable tech ......................................................23 Spotlight Innovators ......................................................................20
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.
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