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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-
May 13, 2019 • Issue 19:05:01
present (CNP) SMBs in the United States, Canada, United
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
SMBs in the United States and Canada. Respondents shared interactive, evolving
at Paysafe, said the research revealed that brick-and-
mortar retailers aspire to truly innovate at the intersection
IVR systems
of payments and the in-store experience. In response,
Independent research by global payments provider Paysafe
POS solutions.
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
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
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
published by Paysafe in October 2018, found 54 percent
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
"The end goal is to help our customers implement solutions
vulnerable to fraud. Seventy-six percent reported feeling
voice response (IRV) systems and dial modems began to
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
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
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
messages to broadly distributed
n a world where anyone anywhere can transact on
Semafone, a data security and compliance solution
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
Bill Pirtle ...................................................................................................42
Industry Payment Application Data Security Standard
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
that advanced speech recognition has enabled IVR systems
voice technologies in payments. This article explores how
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
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.g
Advisory Board : Street Smarts reensheet.com
SM
Payments, a retrospective ..............................................................1 Body language: Non-verbal cues ............................................28
By Nick Cucci, Fluid Pay LLC
Several of our Advisory Board members joined in celebrating our
40th anniversary, coming up in October, by sharing insights on their Non-verbal cues can tell us everything that a person isn't saying,
careers and reflections on our ever-evolving industry. which is why so many professionals spend time learning how to
News read body language and control their own.
News Briefs: Navigating Türkiye’s booming ecommerce market ........30
By Guillaume Tournand, Worldline
New Jersey caps credit card surcharges ...............................10
As the world continues to embrace the digital age, Türkiye stands
It's a DORA world, EU regulators say ......................................10 out as a trailblazer, leading the charge toward becoming a fully
Card brands take heat over planned rate hikes ................10 digital society.
Out with plastic, in with paper gift cards .............................10 Why small merchants should
invest in seamless payments .....................................................32
Bluefin study highlights PCI compliance concerns .........10
By Peter Galvin, NMI
Industry Update ...............................................................................12 Seamless payment experiences have become an indispensable of-
Views fering for major digital platforms. How can smaller merchants with
limited resources compete?
How a modern back-office improves New Product
employee retention ........................................................................16
By Lynne Baldwin, BHMI Protect online docs from forgery
As unemployment remains low, financial services companies face with digital ID verification ..........................................................36
challenges with recruitment and retention. Gaining and retaining Inspiration
talent requires more than compensation and benefits.
Payments: a retrospective
Payments, a retrospective Delegation, an essential, evergreen skill ............................38
The very point of sale
Paper's remarkable comeback ..................................................34 Departments
By Dale S. Laszig Letter From the Editor ......................................................................5
Twenty years ago, merchant acquirers were digitizing their offices Readers Speak:
in earnest, scanning paper files and disposing of rolling metal file RPAA and Canada's new retail payments landscape .........8
cabinets. It was the end of paper as we knew it. Spotlight Innovators ......................................................................20
Company Profile Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
HES FinTech:
Fast, frictionless finance with trusted tech partner ........23
3