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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,
May 13, 2019 • Issue 19:05:01
and the customer experience.
present (CNP) SMBs in the United States, Canada, United
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
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
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.
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
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
eavesdropping on sensitive payment card data.
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
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
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Martina Jeronski ...................................................................................36 machines to per-
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]
Continued on page 31
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
than they were ten years ago, which has helped reduce wait
voice technologies in payments. This article explores how
that advanced speech recognition has enabled IVR systems
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
2023 was a happening year ...........................................................1 Warpaint Consulting :
By Patti Murphy Skilled consulting from a trusted payments adviser .....23
When The Green Sheet launched, merchant services primarily meant Education
selling credit card acceptance and leasing terminals. We’ve come a
SM
long way since then, including in 2023. Street Smarts
News How to overcome sales objections..........................................30
By Nick Cucci, Fluid Pay LLC
News Briefs: Sometimes prospective customers say they aren't interested in what
Verizon Business, Mastercard expand SMB offerings ....10 you have to offer, and their reservations can throw you off. Consider
this a learning experience, not a setback.
Holiday shopping kickoff exceeds expectations ..............10
Navigating ecommerce challenges:
Sour apples for Goldman Sachs-Apple partnership .......11 Advancements in tokenization .................................................33
Fintech ramped up lending to low-income consumers 11 By Mark Van Horn, Giesecke+Devrient
Industry Update ...............................................................................14 The surge in online payments presents both opportunities and
Views complexities. Heightened security, while essential, increases friction
and the potential for false declines. Enter network tokens.
The very point of sale New Products
Holiday season's blooper reel ..................................................18
By Dale S. Laszig Embed sustainability directly into your platform ...........36
Despite our progress toward interoperability and fluid, intuitive Expand checkout options, rewards with pay-by-bank .37
commerce, some merchants are not following best practices when it Inspiration
comes to creating optimal experiences for shoppers.
2023, another big, bold year for payments .......................38
Who can you trust? ........................................................................34
By Allen Kopelman, Nationwide Payment Systems Departments
As many ISOs and MLSs would agree, some top payment brands are Letter from the Editor .......................................................................5
trusted partners in name only. Those who provide the best service, Readers Speak:
pricing and policies rarely have to shout about it. Europe making open banking a reality ...................................8
Feature Spotlight Innovators ......................................................................21
DateBook .............................................................................................20
BookNotes Resource Guide .................................................................................39
You, too, can be a storyteller ......................................................28 Advertiser Index ...............................................................................46
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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