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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
uoyed by reports of record 2018 holiday spend-
set of challenges.
attitudes about payment acceptance methods, innovation
ing, analysts predict more retail growth in 2019,
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
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
published by Paysafe in October 2018, found 54 percent
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
vulnerable to fraud. Seventy-six percent reported feeling
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
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
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
transmit credit card numbers. Over time, service providers
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
n a world where anyone anywhere can transact on
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
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
Continued on page 31
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
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 Continued on page 31
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
www.greensheet.com
Cover Story Company Profile
Payments, a retrospective Merchant Advisory Services:
Merchant services: it's a family affair ........................................1 Merchant services backed by transparency, trust ..........23
By Patti Murphy
Education
Merchant acquiring may be an enigma for most job seekers, but
SM
many young adults who grew up with parents in the industry know Street Smarts
the benefits of a payments career first-hand and jump right in. Making white-label marketing work for you .....................28
By Nick Cucci, Fluid Pay LLC
News
Look into any industry and you'll hear the term "white label," par-
News Briefs: ticularly in relation to small businesses. Why? White-label products
PIRG accuses Mastercard of selling cardholder data .....12 and services can level the playing field.
Fed wants further cuts in debit interchange ......................12 Learning from real-time
payments systems worldwide ...................................................30
J.P. Morgan rolls out pay-by-bank ...........................................12 By Cheryl Fitzgarrald, BHMI
Experts predict robust 2023 holiday spend .......................12 The United States may lead the world in banking stability, but since
WSAA 2023 celebrates 20-year milestone ...........................12 it relies primarily on cards and the ACH for payments, it needs to
speed innovation to handle real-time payments.
Industry Update ...............................................................................14
Views Innovators need one foot
in the past to win the future .......................................................34
FedNow could innovate the payments ecosystem ..........18 By Michael Boukadakis , ENACOMM
By Dean Nolan, SRM Changing something that's centuries old and resistant to change
Instant payments have been on the radars of financial institu- can take much longer than building from scratch. However, open
tions since the RTP Network launched six years ago; last summer's APIs can help fintechs revolutionize financial services.
launch of FedNow rocked the payments world. New Products
Payments, a retrospective Boost profits with advanced
The very point of sale payments orchestration ..................................................36
Put jargon back in the jar ............................................................20
By Dale S. Laszig Futureproof with next-gen printing, imaging ...............37
Like parents counseling children not to use outside voices inside, Inspiration
sales managers caution MlSs against using insider jargon in sales Use all of your 2023 marketing dollars ................................38
presentations—and for good reason.
Opportunities exist in payments consulting services ...35 Departments
By Matias Fainbrum, Worldline Consulting Services Letter From the Editor ......................................................................5
Working closely with clients, today's payments consulting services Readers Speak:
can go beyond what is usually thought of as payments consulting to Tech innovations shaping the future ........................................8
provide exceptional benefits. Spotlight Innovators ......................................................................21
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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