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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.
and the customer experience. complex,
May 13, 2019 • Issue 19:05:01
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-
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
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
IVR systems
mortar retailers aspire to truly innovate at the intersection
of payments and the in-store experience. In response,
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
POS solutions.
and service discussions to needs assessment and solution
Group found SMBs struggle with "competing priorities" in
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
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.
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
dual-tone multifrequencies (DTMF) to enable machines to
Contributed articles inside by:
Semafone,
a data
This is the first article in a two-part series that takes a
eavesdropping on sensitive payment card data.
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
security
and
began to mask DTMF sounds to prevent criminals from
findings and commentary by payments industry leaders
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? 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
Washington hones focus on fintech, payments ...................1 Street Smarts
SM
By Patti Murphy Sometimes the best solution is to say goodbye ...............28
Several bills designed to shape aspects of fintech and payments By Natasa Cvijanovic, Tesla Payments
will seek a path to enactment during the 118th Congress, which Even the most successful MLSs sign merchants that aren't worth
spans 2023 and 2024. the time or effort it takes to retain them. Then it's time to talk
respectfully about parting ways and make a graceful exit.
News
News Briefs: Help card-present merchants fight chargeback scams .30
By Allen Kopelman, Nationwide Payment Systems Inc.
Are BNPL regulations coming? .................................................10
Card-not-present businesses aren't the only ones subject to
U.S. financial leaders explore BaaS options .......................10 friendly fraud. Card-present merchants deal with these scams
Gift cards keep on giving .............................................................10 daily, and they need help.
2023 will see more fraud, experts warn ...............................10
Stripe and Adyen .............................................................................32
FIS readies spinoff of Worldpay ................................................11 By Ken Musante, Napa Payments and Consulting
Industry Update ...............................................................................14 Both Stripe and Adyen compete with traditional acquirers. Sales
professionals can study the pros and cons of both, and learn to
View monetize relationships with merchants who pick them.
The very point of sale: Trade Association News
Sales associates: Your best sales allies ..................................17
By Dale S. Laszig, DSL Direct LL ATMIA 2023 dazzles New Orleans ...........................................34
There's no substitute for friendly, knowledgeable staff who assist ATMIA's 24th annual U.S. conference attracted more than 1,100
at checkout, make recommendations, check stock at other stores, ATM executives for three days of exhibits, presentations and net-
appreciate customers and much more. working. The event was covered by local news station WYOU.
Where is the credit card industry heading in 2023? .......19 New Products
By Nick Cucci, Fluid Pay
Every year, consumer behavior shifts, so product types will go in Unlock cross-border ecommerce revenue streams .........36
and out of style. The credit card industry is no different. And con- Enhanced platform expands,
sumer behaviors involving credit are changing quickly. enriches merchant capabilities ................................................37
Inspiration
Company Profile
Let's not fear AI .................................................................................38
Netevia:
Transform your ISO with Departments
value-added banking services ..................................................23 Letter From the Editor ......................................................................5
Readers Speak: Rethinking AI ......................................................8
Spotlight Innovators ......................................................................21
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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