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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
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.
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.
uoyed by reports of record 2018 holiday spend-
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-
have introduced SMBs to a big-brand experience and new
SMBs in the United States and Canada. Respondents shared interactive, evolving
IVR systems
mortar retailers aspire to truly innovate at the intersection
Independent research by global payments provider Paysafe
POS solutions.
Paysafe's sales discovery process has evolved from price
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
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
security, data protection, business management tools and
of ecommerce merchants surveyed believe frictionless
transactions, such as in-app payments, make them more
aggressively targeted by fraudsters.
Payment technology's evolution began when interactive
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
"The end goal is to help our customers implement solutions
By Dale S. Laszig
code, early touchtone phones linked numeric values with
dual-tone multifrequencies (DTMF) to enable machines to
a data
Semafone,
This is the first article in a two-part series that takes a
Contributed articles inside by:
transmit credit card numbers. Over time, service providers
into evolving SMB environments and includes research
deep dive into today's SMB market. It takes a deep dive
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
and
findings and commentary by payments industry leaders
security
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
messages to broadly distributed
provider for call centers, uses advanced DTMF masking
n a world where anyone anywhere can transact on
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Steve Norell ............................................................................................34audiences. While
Industry Payment Application Data Security Standard
Bill Pirtle ................................................................................................... 42
sonalize relationships, chat bots and digital assistants are
(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]
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
"Voice: payments' next integration," The Green Sheet's lead
voice technologies in payments. This article explores how
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
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? privacy and security and enhance productivity? Or will 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
homes and connected workplaces. Will AIs respect our
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 Education
Leveraging high-speed payment rails ..........................................1 Street Smarts
SM
By Dale S. Laszig I am grateful for … ..........................................................................28
Extreme growth in digital and real-time payments has changed By Natasa Cvijanovic, Tesla Payments
the game in payments. And agility is a critical factor for the suc- Generally, gratitude is expressed within the context of close and
cess of those seeking to be prepared for what comes next. personal relationships, such as among friends or families. But what
about gratitude in your professional life?
News
Keeping your sales team engaged and motivated .........32
News Briefs: By Nick Cucci, Fluid Pay
Amadis, nexo promote simplified, As a leader, it's important to create an environment where your
standardized payments ................................................................10 sales team feels valued and trusted. So, how can you make sure
FTC investigating Visa, Mastercard security tokens .......10 your team is happy, engaged and productive?
CFPB slams Global's Active Network Legal ease:
over alleged trickery ......................................................................10 ISO VAR/ISV relationships:
FIDO advances passwordless future ......................................10 Legal opportunities and challenges ......................................32
By Adam Atlas, Attorney at Law
LexisNexis Risk Solutions
probes escalating cost of fraud ................................................11 Two factors drive ISVs and VARs to also want to sell processing:
profit and competition. The profit incentive is straightforward;
NAC strides into second decade of ATM progress ...........11 competition as a motivator is more complex.
Industry Update ...............................................................................12 New Products
Views
Delight merchants and customers
Insider's report on payments : with pay-by-fingertip ....................................................................35
Durbin wants credit card routing rules .................................18 Grow at fintech speed with
By Patti Murphy, ProScribes Inc. smart insights, infrastructure ....................................................36
Retailers love the Credit Card Competition Act, which would re- Inspiration
quire that every merchant get to choose which network processes
its credit card payments. Not so the payments community. Can you spare 10 minutes a day? .............................................37
Departments
Why all industries should
embrace mobile payments .........................................................20 Letter From the Editor ......................................................................5
By Chris Arnette, REPAY Readers Speak:
Businesses seeking long-term success can make it more likely Call in the experts ...............................................................................8
they'll attain that goal by accepting mobile payments, a payment Spotlight Innovators ......................................................................20
method growing in popularity with consumers. Resource Guide .................................................................................39
Company Profile Advertiser Index ...............................................................................46
Super Processor:
Payments ease, fairness, privacy
for emerging industries ................................................................23
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