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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
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
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,
that enable them to better their business," Rawls said. "By replace phoned-in payment card authorizations. Like Morse
of ecommerce merchants surveyed believe frictionless
published by Paysafe in October 2018, found 54 percent
security, data protection, business management tools and
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
dual-tone multifrequencies (DTMF) to enable machines to
Semafone,
Contributed articles inside by:
a data
eavesdropping on sensitive payment card data.
transmit credit card numbers. Over time, service providers
into evolving SMB environments and includes research
deep dive into today's SMB market. It takes a deep dive
security
findings and commentary by payments industry leaders
and
began to mask DTMF sounds to prevent criminals from
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-
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
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
machines and humans on the phone, email or online chat.
otherwise have gone towards achieving the [P A-DSS]
"Voice: payments' next integration," The Green Sheet's lead
article in issue 19:04:01, examined the expanding role of
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
voice technologies in payments. This article explores how
that advanced speech recognition has enabled IVR systems
than they were ten years ago, which has helped reduce wait
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? privacy and security and enhance productivity? Or will 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
homes and connected workplaces. Will AIs respect our
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 Education
www.greensheet.com
Payments, a retrospective: Street Smarts
SM
Bankcard and beyond ......................................................................1 Body language in business: Part 1 – the basics .............28
By Patti Murphy By Nick Cucci, Fluid Pay LLC
This inaugural article in our payments industry retrospective surveys Success in business is often attributed to hard work and business
the industry's origins from BankAmericard to the rise of Visa and politics, but more is going on under the surface—like body lan-
Mastercard to interchange disputes and oversight efforts. guage, which can have a huge impact on your career.
News No more blocking competing networks
for Mastercard – the legal implications .........................30
News Briefs: By Adam Bucci and Bill M. Petti, Global Legal Law Firm
ATM giant Diebold seeks bankruptcy protection ............10 The FTC approved a final consent order to enjoin certain practices
Discover study charts fintech growth ....................................10 and provide other relief to resolve allegations in its draft complaint
against Mastercard. Repercussions will be significant.
Lawmakers target Visa,
Mastercard routing rules, again ...............................................10 How big companies can provide
a complete commerce experience ...........................................33
Lawmakers hone focus on nonbank By Peter Galvin, NMI
payments companies .......................................................10
Large enterprises must understand the logistics and challenges
Industry Update ...............................................................................14 of adopting payment capabilities so they can provide a seamless,
View secure payment experience.
New Products
Payments keep the cars running in the auto industry ..18
By Jake Moore, REPAY Next-level customer service with
The automotive industry is a leading innovator, bringing together intelligent virtual assistants ......................................................36
the latest technology and effective convenience for drivers and pas- POS with true cash discount, dual pricing ...........................37
sengers. The role of payments is often overlooked. Inspiration
Company Profile Remedial actions after a crisis
PaymentGenes: make a huge difference ................................................................38
Expand, upskill your staff with Departments
global recruitment team ..............................................................23 Letter From the Editor ......................................................................5
Education Readers Speak:
A manual for fraud fighting ...........................................................8
Third–party registration ..............................................................20
By Ken Musante, Napa Payments and Consulting Spotlight Innovators ......................................................................21
Resource Guide .................................................................................39
Payment gateways are also third parties. They, too, must be regis- Advertiser Index ...............................................................................46
tered, but unlike payfacs, they are performing services on behalf of
the merchant, not the acquirer.
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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