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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 present (CNP) SMBs in the United States, Canada, United
SMB world – Part 1
SMBs face.
Help me innovate
and personal experience to solve the most pressing issues
level salespeople (MLSs) can use their industry knowledge
During the past two years, Paysafe Group's Lost in
Transaction series has highlighted global payment trends.
May 13, 2019 • Issue 19:05:01
and the customer experience. complex,
In its latest installment, researchers surveyed 601 card-not-
Kingdom, Germany and Austria and 306 card-present
set of challenges.
attitudes about payment acceptance methods, innovation
uoyed by reports of record 2018 holiday spend-
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
SMBs in the United States and Canada. Respondents shared interactive, evolving
at Paysafe, said the research revealed that brick-and-
have introduced SMBs to a big-brand experience and new
mortar retailers aspire to truly innovate at the intersection
IVR systems
POS solutions.
Independent research by global payments provider Paysafe
of payments and the in-store experience. In response,
Paysafe's sales discovery process has evolved from price
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
have been centering conversations with merchants about
security. Lost in Transaction: The future of payments for SMBs,
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
of ecommerce merchants surveyed believe frictionless
security, data protection, business management tools and
transactions, such as in-app payments, make them more
aggressively targeted by fraudsters.
vulnerable to fraud. Seventy-six percent reported feeling
voice response (IRV) systems and dial modems began to
Payment technology's evolution began when interactive
"The end goal is to help our customers implement solutions
By Dale S. Laszig
code, early touchtone phones linked numeric values with
Semafone,
This is the first article in a two-part series that takes a
a data
Contributed articles inside by:
dual-tone multifrequencies (DTMF) to enable machines to
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
security
began to mask DTMF sounds to prevent criminals from
findings and commentary by payments industry leaders
and
TOC on page 3 becoming adept at representing the people and companies certification themselves," he added. compliance solution
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
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Jeh Holsomback ...................................................................................20 deliver targeted
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
Bill Pirtle ................................................................................................... 42
(P A-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
machines and humans on the phone, email or online chat.
otherwise have gone towards achieving the [P A-DSS]
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
"Voice: payments' next integration," The Green Sheet's lead
article in issue 19:04:01, examined the expanding role of
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
sentient machines are transforming transactions from
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? homes and connected workplaces. Will AIs respect our Contributed articles inside by:
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
TOC on page 3 Continued on page 31
privacy and security and enhance productivity? Or will
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Company Profile
GS Advisory Board Monnai :
Sage advice before the year-end Grow and scale with global
holiday crush 2022 – Part 2 ............................................................1 fintech insights, infrastructure .................................................23
In this second article in a two-part series, the GS Advisory Board Education
shares wisdom on partnerships, best solutions, and how to help
merchants prepare for the upcoming holiday season. Street Smarts
SM
What's scarier: a haunted house
News or the life of an MLS? ......................................................................28
News Briefs: By Natasa Cvijanovic, Tesla Payments
Fraudsters up their games ..........................................................10 Navigating the world of electronic payments can be scary. Rumors
and other distractions abound, but learning to protect your busi-
Quantum tech gains momentum, acclaim ..........................10 ness and ignore distractions will increase your success.
Network routing under attack ..................................................10
EMV network tokens ......................................................................30
Web3 platform offers 21st century ticketing .....................10 By Ken Musante, Napa Payments and Consulting
Industry Update ...............................................................................12 With the advent of EMV network tokens, the card networks are
seeking a single EMV format to be used universally. EMV tokens
Views need not be converted to PANs, a huge security advantage.
The very point of sale: New Products
The gift of time ................................................................................16
By Dale S. Laszig Simplified, always-on, end-to-end
internet connectivity .....................................................................35
The fast-paced payments industry affords scant time for self-
reflection, but whether you're pursuing a story, a new client or an Expand your online gift program
invention it takes time to let new possibilities speak to you. with flexible, scalable platform ................................................36
Inspiration
Payment technology: an ally to Hispanic
or Latino-owned businesses ......................................................20 Authenticity, your key to better business ...........................37
By Afshin Yazdian, President, Merchant Solutions at Paysafe Departments
Nearly one in four new businesses in the United States is Hispanic-
owned. There are several ways that payment processors can serve Letter From the Editor ......................................................................5
as allies to this growing merchant segment. Readers Speak:
A step forward for corporate transparency ...........................8
NAC 2022: The ATM reinvented ................................................32 Spotlight Innovators ......................................................................20
By Allen Kopelman, Nationwide Payment Systems Resource Guide .................................................................................39
Change abounds in the payments and fintech ecosystem, and the Advertiser Index ...............................................................................46
transformation of ATMs from dispensers to full-service financial
centers was a stunning development on display at NAC 2022.
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