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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-
present (CNP) SMBs in the United States, Canada, United
May 13, 2019 • Issue 19:05:01
complex,
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
set of challenges.
attitudes about payment acceptance methods, innovation
uoyed by reports of record 2018 holiday spend-
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
Paysafe's sales discovery process has evolved from price
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
security. Lost in Transaction: The future of payments for SMBs,
have been centering conversations with merchants about
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
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
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
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
began to mask DTMF sounds to prevent criminals from
eavesdropping on sensitive payment card data.
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
Semafone, a data security and compliance solution
messages to broadly distributed
n a world where anyone anywhere can transact on
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
sonalize relationships, chat bots and digital assistants are
(PA-DSS) certified. "We are literally saving our payment
becoming adept at representing the people and companies
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
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
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
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
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.g
Payments, a retrospective: Street Smarts reensheet.com
SM
The extraordinary life of a payment Making a great first impression ................................................28
transaction – Origins .........................................................................1 By Nick Cucci, Fluid Pay LLC
By Dale S. Laszig A great first impression can open doors to new opportunities and
The Green Sheet inc. and payment transactions have followed simi- help you cultivate lasting relationships. Refresh your skills so you
lar paths. As part of our retrospective series, this article explores the can leave a lasting, positive impression on others.
extraordinary life of a payment transaction. Payments, a retrospective:
News Legal ease:
The Green Sheet opens doors for
News Briefs: legal advice and learning ............................................................30
X9 unveils quantum-grade cryptography ...........................10 By Adam Atlas, Attorney at Law
Durbin not backing down on card routing bill .................10 Contributing to our retrospective series, payments attorney Adam
Atlas shares stories and lessons learned from his 20 years of writing
Advocates talk, regulators listen .............................................10
for The Green Sheet.
ATM operators, card brands to face off in court ...............10
Five things every professional payments
Payments illuminate Inc. 5000 Class of 2023 .....................10 agent should have – Part 1 ..........................................................32
By Mark Dunn, Field Guide Enterprises LLC
Industry Update ...............................................................................11
All agents must treat their work as a serious business. This first
Views article in a two-part series presents three of five things professional
Payments, a retrospective: payments agents should have to thrive in business.
The very point of sale: GS Anniversary Note
The bygone era of clicks ...............................................................16
Celebrate with us! ............................................................................35
By Dale S, Laszig
New Products
This article from our archives describes key developments shaping
payments in 2015, including a new type of payment rails, extended Confidently verify customer ages
transaction lifecycles and advanced transaction routing. with AI-powered solution ...........................................................36
How AI may innovate open banking ......................................18 Create your ideal offering with
By Scott Dawson, DECTA full commerce enablement .............................................37
Open banking systems were used by 7 million people and business- Inspiration
es in January 2023, according to Open Banking Ltd., but this is still a Payments: a retrospective
small percentage of the 156 million bank accounts in the UK.
Be prepared, be very prepared .................................................38
Company Profile Departments
CellPoint Digital: Letter From the Editor ......................................................................5
Expand digital commerce globally Readers Speak:
with payments orchestration ...................................................23 How far can tokenization go? .......................................................8
Spotlight Innovators ......................................................................20
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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