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InsideGS

Empowering and connecting Enterprise selling in an

January 14, 2019 • Issue 19:01:01
today’s payments professionals 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
By Dale S. Laszig
During the past two years, Paysafe Group's Lost in
Transaction series has highlighted global payment trends.
In its latest installment, researchers surveyed 601 card-not-
complex,
present (CNP) SMBs in the United States, Canada, United
May 13, 2019 • Issue 19:05:01
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
attitudes about payment acceptance methods, innovation
uoyed by reports of record 2018 holiday spend-
set of challenges.
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
of payments and the in-store experience. In response,
IVR systems
Independent research by global payments provider Paysafe
POS solutions.
Paysafe's sales discovery process has evolved from price
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
security. Lost in Transaction: The future of payments for SMBs,
have been centering conversations with merchants about
security, data protection, business management tools and
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
vulnerable to fraud. Seventy-six percent reported feeling
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
that enable them to better their business," Rawls said. "By
replace phoned-in payment card authorizations. Like Morse
code, early touchtone phones linked numeric values with
By Dale S. Laszig
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.
began to mask DTMF sounds to prevent criminals from
into evolving SMB environments and includes research
findings and commentary by payments industry leaders
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added.
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
Semafone, a data security and compliance solution
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
sonalize relationships, chat bots and digital assistants are
becoming adept at representing the people and companies
(PA-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 [PA-DSS]
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
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
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 Education Continued on page 31
www.greensheet.com
Payments, a retrospective: Visa's Integrity Risk Program .....................................................30
The contentious world of merchant fees ................................1 By Ken Musante, Napa Payments and Consulting
By Patti Murphy Heads up! Visa introduced the Visa Integrity Risk Program to keep
Lawmakers, lobbied by large retailers, attempt to ramrod through out merchants operating illegally. Requirements are daunting and
Congress a bill regulating card acquiring by offering the bill as an will preclude acquirers from supporting certain merchants.
amendment to other urgent legislation. Sound familiar? Competition law in a digital economy ..................................32
News By Matthew Luciani. Global Legal Law Firm
News Briefs: President Biden's Executive Order Promoting Competition in the
American Economy (EO 14036) aims to prevent further consolida-
FedNow ready to launch ..............................................................10 tion in the banking and technology industries.
Omnichannel commerce, retailer Fighting fraud online and in the aisles .................................34
apps have staying power .............................................................10 By Elie Y. Katz, National Retail Solutions
Block takes a swing at Visa, Mastercard ...............................10 Ignoring the risks of fraud and chargebacks can lead to escalating
FSB recommends a crypto regulatory makeover ............10 attacks, sky-high fraud and chargebacks, and costly fees. Service
providers can help merchants be proactive with prevention.
Paysafe study explores vibrant experience economy ...10
New Products
Industry Update ...............................................................................11
Views Augment, empower legacy tech
with all-inclusive platform ..........................................................36
Payments, a retrospective: Block sophisticated ID fraud
Insider's report on payments with real-time, automated AI .....................................................37
The assault on interchange widens ........................................14
Inspiration
By Patii Murphy
Payments: a retrospective
Interchange is under attack in Washington … again. Is anybody It's never too late to get back in touch ..................................38
surprised?—so asked Patti Murphy back in 2007. Despite massive
changes, some things remain the same. Departments
Company Profile Letter From the Editor ......................................................................5
Readers Speak:
Preludd: AI shaping new CX trends ...............................................................8
Expand potential, global scale with next-level POS ......23 DateBook .............................................................................................15
Education Spotlight Innovators ......................................................................20
Resource Guide .................................................................................39
Street Smarts Advertiser Index ...............................................................................46
SM
Body language in business: Part 3 – Mirroring .................28
By Nick Cucci, Fluid Pay LLC
While reading other people's body language and controlling your
own are important, one more body language trick can play an es-
sential role in developing workplace relationships–mirroring.
3