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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,
In its latest installment, researchers surveyed 601 card-not-
May 13, 2019 • Issue 19:05:01
Kingdom, Germany and Austria and 306 card-present
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
set of challenges.
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
have introduced SMBs to a big-brand experience and new
at Paysafe, said the research revealed that brick-and-
SMBs in the United States and Canada. Respondents shared interactive, evolving
IVR systems
mortar retailers aspire to truly innovate at the intersection
POS solutions.
Independent research by global payments provider Paysafe
of payments and the in-store experience. In response,
Paysafe's sales discovery process has evolved from price
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
have been centering conversations with merchants about
security. Lost in Transaction: The future of payments for SMBs,
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.
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
This is the first article in a two-part series that takes a
dual-tone multifrequencies (DTMF) to enable machines to
a data
Contributed articles inside by:
Semafone,
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
security
began to mask DTMF sounds to prevent criminals from
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
provider for call centers, uses advanced DTMF masking
messages to broadly distributed
n a world where anyone anywhere can transact on
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
Martina Jeronski ...................................................................................36 machines to per-
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
Bill Pirtle ................................................................................................... 42
(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
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
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
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
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
privacy and security and enhance productivity? Or will
TOC on page 3 Continued on page 31
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
Advisory Board: Street Smarts
SM
Navigating through turbulent times ........................................1 Best practices and trends for training new employees .28
You can mitigate the effects of boom and bust economic cycles, By Nick Cucci, Fluid Pay LLC
avoid repeating mistakes, protect yourself during difficult times, Training is not just a set of rules; it is an empowering resource that
and communicate effectively with opponents. often determines how effective someone is at their job. Adapting
training each year is essential for improved success.
News
Harnessing fintech for efficiency, service, security .........30
News Briefs: By Elie Y. Katz, National Retail Solutions
Visa seeks P2P interoperability ................................................10 Significant advancements in technology are revolutionizing
Credit card processor to pay financial services. Along with multiple benefits, however, come
out $650K for helping scammers .............................................10 increased fraud risks that cannot be ignored.
Deep fake lending fraud is real, researchers warn ..........11 Deploying an omnichannel POS as a merchant ................34
Payments apps lean into generative AI ................................11 By David Mainayar, Oliver
You can help merchants develop an omnichannel strategy, select
Industry Update ...............................................................................14 the right technology partner, correctly implement payments,
Views inventory and CRM solutions, and train staff on how to use them.
Make use of modern expense management tools ..........17 New Products
By Todd Pollak, Marqeta
Embed full commerce experience
Many small businesses leverage the latest software for HR, payroll within mobile messaging ............................................................36
and CRM, but often expense management is hindered by out- Gain approvals with advanced
dated payment methods that are no longer efficient or effective. ecommerce decisioning ...............................................................37
The very point of sale: Inspiration
Unlearn helplessness ....................................................................18
By Dale S. Laszig, DSL Direct LLC Walk on the sunny side .................................................................38
Learned helplessness and confirmation bias are detrimental to Departments
technology developers, vendors and end-users alike. So, how can Letter From the Editor ......................................................................5
we dispense with limiting beliefs and be more inclusive?
Readers Speak: Google's new
Company Profile emphasis on helpful content ........................................................8
Spotlight Innovators ......................................................................21
Iliad Solutions Ltd.: DateBook .............................................................................................33
Propel speed to market, product Resource Guide .................................................................................39
integrity with solution testing ..................................................23
Advertiser Index ...............................................................................46
New + Tried and True = A Winning Strategy for You
Reaching the right partners and customers requires a mix of
old and new approaches. Press releases are a peerless, proven
way to tell your company’s story while also delivering a sense
of urgency. Share your latest achievements for free on our
homepage multimedia hub. The payments community will News from the Wire::
Your Press Release
pay attention, and you’ll advance your brand.
Send your press releases to press@greensheet.com.
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