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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
complex,
present (CNP) SMBs in the United States, Canada, United
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
set of challenges.
uoyed by reports of record 2018 holiday spend-
ing, analysts predict more retail growth in 2019,
attitudes about payment acceptance methods, innovation
Conversational commerce:
particularly in the evolving small and midsize
B business (SMB) sector. Advanced technologies
O. B. Rawls IV, chief commercial officer, payment processing
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,
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
security. Lost in Transaction: The future of payments for SMBs,
selling, he noted. Direct and indirect sales representatives
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.
transactions, such as in-app payments, make them more
Payment technology's evolution began when interactive
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
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
into evolving SMB environments and includes research
transmit credit card numbers. Over time, service providers
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
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
Semafone, a data security and compliance solution
provider for call centers, uses advanced DTMF masking
n a world where anyone anywhere can transact on
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
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
Nicholas Cucci ........................................................................................40
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
Continued on page 31
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
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
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
jobs? they encroach on personal moments and take away our Contributed articles inside by:
The article also addresses concerns voiced by merchant
Cover Story Education TOC on page 3
level salespeople and their customers about AI in smart
homes and connected workplaces. Will AIs respect our

privacy and security and enhance productivity? Or will
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Continued on page 31
Advisory Board : Card network non-interchange pass-through fees .........30
Payments, a retrospective www.greensheet.com
By Ken Musante, Napa Payments and Consulting
Elite experts reflect on their Heads up! Visa and Mastercard have been inserting new fees and
tenure in payments – Part 2...........................................................1 increasing others so that the total paid to the card networks is far in
Several Advisory Board members joined in celebrating The Green excess of the traditional assessments.
Sheet's October 2023 40th anniversary by sharing insights on their What to know about ATM upgrades,
careers and reflections on our ever-evolving industry. PCI mandates and more ...............................................................32
News By Maya Fuentes, Paramount Management Group
News Briefs: ATM owners, deployers and operators share the headache of ongo-
ing ATM updates. Not implementing appropriate security measures
CFPB criticizes big tech over mobile pay apps ..................10 puts customer data and money at risk.
ETA digs into policy with industry leaders in DC .............10 New Product
Intuit amps up competition ........................................................10
Help SMBs build and scale on-demand platform ...........37
NY court blasts group of MCA lenders ..................................10
Inspiration
Industry Update ...............................................................................14 Payments: a retrospective
View Looking back, looking ahead ...................................................38
Why being human is our best differentiator .....................18 Departments
By Allen Kopelman, Nationwide Payment Systems Letter From the Editor ......................................................................5
Most SaaS platforms offer flat rates, instant onboarding and busi- Readers Speak:
ness management tools, but their help desk departments rarely pick Tips for optimum cybersecurity ..................................................8
up by the third ring and open a ticket. Spotlight Innovators ......................................................................20
Company Profile DateBook .............................................................................................36
Resource Guide .................................................................................39
Beem: Advertiser Index ...............................................................................46
Instant, inclusive services with powerful finance app ..23
Education
Street Smarts
SM
Help merchants fight chargebacks like a boss ..................28
By Nick Cucci, Fluid Pay LLC
While the practice of chargebacks was founded upon good prin-
ciples, it is an unfortunate truth that helpful systems can often be
manipulated to be used for ill.
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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