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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
and personal experience to solve the most pressing issues
level salespeople (MLSs) can use their industry knowledge
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
set of challenges.
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
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
at Paysafe, said the research revealed that brick-and-
SMBs in the United States and Canada. Respondents shared interactive, evolving
mortar retailers aspire to truly innovate at the intersection
IVR systems
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
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,
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
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
transactions, such as in-app payments, make them more
Payment technology's evolution began when interactive
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
"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
Contributed articles inside by:
Semafone,
a data
dual-tone multifrequencies (DTMF) to enable machines to
eavesdropping on sensitive payment card data.
transmit credit card numbers. Over time, service providers
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
findings and commentary by payments industry leaders
and
security
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
n a world where anyone anywhere can transact on
messages to broadly distributed
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
I it may seem incongruous to use
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Steve Norell ............................................................................................34audiences. While
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
application partners valuable time and costs that would
they serve. It's not always easy to differentiate between
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
article in issue 19:04:01, examined the expanding role of
Continued on page 31
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
Cover Story Company Profile
www.greensheet.com
Solving the digital identity crisis – Part 1 ...............................1 ATMTogether.com:
By Dale S. Laszig Plug-and-play ATM business
This article opens a two-part series exploring the high-stakes digital with services and support ...........................................................23
identity battlefield where fraudsters and security experts deploy the Education
same technologies with different endgames in mind.
SM
News Street Smarts
What are marketing tactics? – Part 1......................................28
News Briefs: By Nick Cucci, Fluid Pay LLC
Customer loyalty must be earned, study finds .................10 A lot goes into making a great marketing plan, including strategy,
tactics and goals. To make the most of your marketing efforts,
EU harmonizes crypto rules........................................................10 you'll need marketing tactics that fit with your strategy.
Who will pay for CardConnect GPR error? ...........................10
Benefits of crypto for the underbanked ........................32
Interchange deal reached in Canada .....................................10 By Scott Buchanan, Bitcoin Depot
Industry Update ...............................................................................12 Accessibility, no minimum balance requirements, no human bias,
increased financial privacy, and access to international markets are
Views among the ways crypto benefits the underbanked.
Committed ..........................................................................................15 Let's eliminate friction from merchant services ...............34
By Ken Musante, Napa Payments and Consulting By Allen Kopelman, Nationwide Payment Systems
Too often merchant services professionals sign agreements with- As merchant service providers, we help merchants remove friction
out understanding the terms, resulting in expensive and painful all day long to improve the customer experience. Isn't it about
separations. How can you avoid doing this? time to apply that same expertise to our own businesses?
Insider's report on payments : New Product
Card brands agree to lower interchange
for some in Canada .........................................................................16 Proven training system builds sales, revenue growth ..36
By Patti Murphy, ProScribes Inc.
The Canadian government negotiated an agreement with Visa Inspiration
and Mastercard to lower credit card interchange fees paid by Navigating an unpredictable climate ....................................38
about 90 percent of small businesses in Canada. Departments
Feature Letter From the Editor ......................................................................5
Readers Speak:
In memoriam
The legal shield protecting AI chatbots ...................................8
Derek Vowels .....................................................................................20 Spotlight Innovators ......................................................................21
DateBook .............................................................................................35
Resource Guide .................................................................................39
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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