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                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.
                                                                                             and the customer experience. complex,
                                                                                             In its latest installment, researchers surveyed 601 card-not-
                                                                                                   May 13, 2019  •  Issue 19:05:01
                                                                                             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-
                                                                                      ing, analysts predict more retail growth in 2019,
                                                                                                  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
                                                                                             SMBs in the United States and Canada. Respondents shared interactive, evolving
                                                                                             at  Paysafe,  said  the  research  revealed  that  brick-and-
                                                                                                       IVR systems
                                                                                            mortar retailers aspire to truly innovate at the intersection
                                                                                            POS solutions.
                                                                                    Independent research by global payments provider Paysafe
                                                                                            Paysafe's  sales  discovery  process  has  evolved  from  price
                                                                                            of  payments  and  the  in-store  experience.  In  response,
                                                                                            and  service  discussions  to  needs  assessment  and  solution
                                                                                    Group found SMBs struggle with "competing priorities" in
                                                                                   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,
                                                                                   of  ecommerce  merchants  surveyed  believe  frictionless
                                                                                   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
                                                                                   aggressively targeted by fraudsters.
                                                                                   transactions,  such  as  in-app  payments,  make  them  more
                                                                                                       voice  response  (IRV)  systems  and  dial  modems  began  to
                                                                                   vulnerable  to  fraud.  Seventy-six  percent  reported  feeling
                                                                                                       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,
                                                                                           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
                                                                                                      transmit credit card numbers. Over time, service providers
                                                                                                      eavesdropping on sensitive payment card data.
                                                                                   deep  dive  into  today's  SMB  market.  It  takes  a  deep  dive
                                                                                   into  evolving  SMB  environments  and  includes  research
                                                                                                      began  to  mask  DTMF  sounds  to  prevent  criminals  from
                                                                                                         security
                                                                                  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
                                                                                              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
                                                                                                      in its flagship solution, Cardprotect. Gary E. Barnett, CEO
                                                                                             I it  may  seem  incongruous  to  use
                                                                                                     at  Semafone,  noted  that  Cardprotect  4.0  is  Payment  Card
                                                                                           Steve Norell ............................................................................................34audiences.  While
                                                                                           Martina Jeronski ...................................................................................36 machines  to  per-
                                                                                           Nicholas Cucci  ........................................................................................40
                                                                                           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
                                                                                            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]
                                                                                            machines and humans on the phone, email or online chat.
                                                                                            "Voice:  payments'  next  integration,"  The  Green  Sheet's  lead
                                                                                                     Adam  Hofman,  product  manager  at  CallRail,  mentioned
                                                                                              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
                                                                                                     that advanced speech recognition has enabled IVR systems
                                                                                            voice technologies in payments. This article explores how
                                                                                                     to recognize complex phrases. "These systems are smarter
                                                                                            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? 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                                            Education
          Transparency, a payments game-changer .............................1  Street Smarts
                                                                             SM
           By Dale S. Laszig                                     Accept no and get closer to yes ................................................28
           How does one define a concept like transparency in digital com-  By Natasa Cvijanovic, Tesla Payments
           merce? Definitions tend to vary across the commerce value chain.   What's your reaction when you receive a no? Do you ignore the
           What does transparency mean for the payments industry?  prospect's wishes and keep selling to them, or do you accept their
                                                                   rejection and attempt to connect in another way?
        News
          News Briefs:                                           Retail technology trends in the new year ............................30
                                                                   By Elie Y. Katz, National Retail Solutions
          CFPB considers nonbank naughty list ...................................10
                                                                   Retailers are looking for ways to improve their customers' shop-
          NRF 2023 notes resilience, shifting preferences ..............10  ping experiences. A critical factor is leveraging technology to
          2022 holiday sales rose 5.3 percent .......................................10   upgrade their stores to create personalized shopping experiences.
          EU to enforce cyber resilience ...................................................10
                                                                 Offering BNPL options in 2023 .................................................34
          Big banks planning new digital wallet ..................................11  By Bill M. Petti, Global Legal Law Firm
          Merchants fight fraud with AI, automation ........................11  BNPL is flourishing post-pandemic. Lack of transparency, lead-
          Industry Update ...............................................................................12  generation acquisition model, and risk of default and chargebacks
                                                                   are factors to consider when choosing a BNPL partner.
        View
          Insider's report on payments:                        New Products
          The lowdown on crypto ................................................................18  Help merchants scale with
           By Patti Murphy, ProScribes Inc.                      fair, ethical, fee-free lending ......................................................36
           The crypto market is experiencing a rough patch, with crashing   Stop friendly fraud chargebacks
           values and bankrupt exchanges leading to competing calls for   fast with predictive analytics .....................................................37
           government action, but whatever ensues, crypto is here to stay.  Inspiration
          What you can do to stop human                          Are you getting enough shuteye? ...........................................38
          traffickers in the digital age .......................................................20
           By Maya Shabi, EverC                                Departments
           It's unthinkable, but today, traffickers take advantage of digital   Letter From the Editor ......................................................................5
           payment processing, regulatory loopholes and fraudulent prac-  Readers Speak:
           tices to commit crimes. But you can help stop them.   Fintech experts offer 2023 predictions ....................................8
                                                                 Resource Guide .................................................................................39
        Company Profile                                          Advertiser Index ...............................................................................46
          OvationCXM,:
          Future-proof customer experience
          with industry-leading tools  .......................................................23
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