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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
uoyed by reports of record 2018 holiday spend-
set of challenges.
attitudes about payment acceptance methods, innovation
ing, analysts predict more retail growth in 2019,
Conversational commerce:
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
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
POS solutions.
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
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,
of ecommerce merchants surveyed believe frictionless
published by Paysafe in October 2018, found 54 percent
security, data protection, business management tools and
that enable them to better their business," Rawls said. "By replace phoned-in payment card authorizations. Like Morse
aggressively targeted by fraudsters.
transactions, such as in-app payments, make them more
Payment technology's evolution began when interactive
vulnerable to fraud. Seventy-six percent reported feeling
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
By Dale S. Laszig
code, early touchtone phones linked numeric values with
a data
Contributed articles inside by:
dual-tone multifrequencies (DTMF) to enable machines to
Semafone,
This is the first article in a two-part series that takes a
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
began to mask DTMF sounds to prevent criminals from
findings and commentary by payments industry leaders
and
security
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
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
sonalize relationships, chat bots and digital assistants are
Bill Pirtle ................................................................................................... 42
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]
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
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? 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
Crypto's lingering winter chill ......................................................1 Street Smarts
SM
By Patti Murphy Rapidly changing consumer
Cryptocurrency has come under attack on many fronts, with plum- behaviors in major industries ...................................................28
meting values, corporate and bank failures, and threats of govern- By Nick Cucci, Fluid Pay LLC
ment intervention. But optimism about crypto persists. The U.S. economy is dependent upon consumers' buying power,
so keeping track of changing shopping habits is imperative for
News businesses in all sectors, including merchant services.
News Briefs: The impacts of the CFPB's new
BNPL driving ecommerce resiliency .......................................10 proposed card fee cap ...................................................................31
By Geoff Brown, Highline Technologies
Short-seller Hindenburg swipes at Block ............................10
The credit card industry is facing another big regulatory challenge:
Passwordless future within reach, experts say .................10 a new card fee cap proposed by the CFPB. However, issuers have
Metaverse: second life or second chance? ..........................10 options that can be helpful to them and to consumers.
Industry Update ...............................................................................12 Top nine trends to watch in banking
and payments in 2023 ...................................................................33
Views By Walter Akolo and Shubham Garg, iCheckGateway.com
The very point of sale: Several rising trends are shaping the banking and payment pro-
When fraudsters go fast, we go faster ...................................15 cessing industries in 2023 and beyond. Parties on the acquiring
By Dale S. Laszig, DSL Direct LlC chain can maintain an edge by keeping up with these trends.
Payments professionals can no longer afford to be in the slow New Products
lane. Fortunately, the same advanced technologies we sell can
boost productivity and monitor transactions 24/7. Quickly build and scale your ISV with
My dismal payfac experiences ..................................................18 low-code platform ...........................................................................36
By Ken Musante, Napa Payments and Consulting Amplify messaging on smart POS terminals ......................37
Done right, a payfac can employ expedited, automated underwrit- Inspiration
ing, stripping away questions that would need to be parsed on a After failure—what then? ...........................................................38
normal application. Done wrong, they're headache inducing.
Departments
Company Profile
Letter From the Editor ......................................................................5
FYST: Readers Speak: Burnout, a problem with solutions ..........8
Stoke ecommerce with agile, custom, Spotlight Innovators ......................................................................21
cross-border payments .................................................................23 Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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