Page 3 - GS221202

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.
In its latest installment, researchers surveyed 601 card-not-
May 13, 2019 • Issue 19:05:01
and the customer experience. complex,
Kingdom, Germany and Austria and 306 card-present
attitudes about payment acceptance methods, innovation
set of challenges.
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
have introduced SMBs to a big-brand experience and new
SMBs in the United States and Canada. Respondents shared interactive, evolving
at Paysafe, said the research revealed that brick-and-
mortar retailers aspire to truly innovate at the intersection
IVR systems
POS solutions.
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
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
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
security, data protection, business management tools and
of ecommerce merchants surveyed believe frictionless
that enable them to better their business," Rawls said. "By replace phoned-in payment card authorizations. Like Morse
published by Paysafe in October 2018, found 54 percent
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
code, early touchtone phones linked numeric values with
By Dale S. Laszig
Semafone,
Contributed articles inside by:
a data
dual-tone multifrequencies (DTMF) to enable machines to
This is the first article in a two-part series that takes a
into evolving SMB environments and includes research
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.
began to mask DTMF sounds to prevent criminals from
security
and
findings and commentary by payments industry leaders
innovating in the space. Part 2 will examine how merchant
TOC on page 3 becoming adept at representing the people and companies certification themselves," he added. compliance solution
any device, digital assistants help
n a world where anyone anywhere can transact on
provider for call centers, uses advanced DTMF masking
messages to broadly distributed
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
Martina Jeronski ...................................................................................36 machines to per-
Bill Pirtle ................................................................................................... 42
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(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
"Voice: payments' next integration," The Green Sheet's lead
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
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
Real-time and card payments coexisting – for now ...........1 Street Smarts
SM
By Patti Murphy The gift of giving back – Part 2 .................................................28
Mega card-payment acquirer JPMorgan Chase has invested in By Natasa Cvijanovic, Tesla Payments
initiatives that could displace credit and debit card payments. It's In this second article of a two-part series, CEOs and business
too early to tell whether that will come to pass. owners in merchant services-related fields offer advice for those
considering or pursuing a career in merchant services.
News
Legal ease:
News Briefs: AI 1; lawyers: 0 – but what will AI do to payments? ........32
Enfuce scales SaaS-based card issuance ..............................10 By Adam Atlas , Attorney at Law
FinTech Connect tackles political, economic issues ........10 ChatGPT is just one example of computer-generated content that
is strikingly similar to human-generated content. How might AI
2022 holiday spend exceeds expectations .........................10 shape the future of payments?
Layoffs spell layups for unattended market.......................10
ETA opens 2023 award nominations ......................................10 Alternative funding as a means
to reach new verticals ....................................................................34
Industry Update ...............................................................................12 By Chad Otar, Lending Valle
View Securing alternative funding can help you unlock the potential of
new verticals. Here are some important things to think about first.
The very point of sale:
Pain is a powerful currency ........................................................18 Help merchants navigate holiday-time tipping ...............35
By Dale S. Laszig, DSL Direct LLC By Allen Kopelman, Nationwide Payment Systems Inc.
Payments is a relationship business. Communication skills and Large tips are popular during the holidays when people remem-
adaptability are as important as intelligence and technical prow- ber front-line workers and service professionals. But when tips
ess. These hard-earned lessons may save you some grief. exceed 20 percent of transactions, workarounds are needed.
Feature New Products
GS Book Notes: Modernize branch banking
Banking on digital growth .........................................................19 with next-gen teller devices .......................................................36
Banks tend to conflate the delivery side of services, such as mobile Drive efficiencies and profits with digitized banking ...37
and online banking, with sales and marketing activities. Course
corrections are necessary in a digital-first world. Inspiration
What to do when results disappoint ......................................38
Company Profile
Departments
Argyle: Letter From the Editor ......................................................................5
A payments partner that gets it right the first time .......23
Readers Speak:
Do you transact in a crypto-unfriendly state? ......................8
Spotlight Innovators ......................................................................20
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
3