Page 3 - GS240101_Flipbook

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
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.
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
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
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
vulnerable to fraud. Seventy-six percent reported feeling
voice response (IRV) systems and dial modems began to
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
into evolving SMB environments and includes research
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
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
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
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
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
that advanced speech recognition has enabled IVR systems
than they were ten years ago, which has helped reduce wait
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
privacy and security and enhance productivity? Or will
TOC on page 3 Continued on page 31
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 B2B payment platform ..................................................................23
Rolling out 2024 – Part 2 .................................................................1 Education
By Dale S. Laszig
Street Smarts
SM
In this second article of our series forecasting the coming year, in- What to look for in a payment gateway, and why ...........28
dustry leaders identify top trends they see and assess their potential By Nick Cucci, Fluid Pay LLC
impact in the coming year.
Your payment gateway defines your experience and that of your
News customers. It should offer exceptional security and an easy experi-
ence that supports how shoppers expect to interact.
News Briefs:
Legal ease
Will FTC put kibosh on merchant surcharging? ................10 AI is coming for us: Legal strategies for ISOs .....................30
X marks its spot for payments, banking ...............................10 By Adam Atlas , Attorney at Law
Rewards boost small business card satisfaction ..............11 Perhaps more than was true for earlier technology advances, it's
New legislation would rein hard to imagine exactly what AI will do to the payments landscape.
in 'shadow banking' system .......................................................11 Distinct issues arise that merit review.
Help merchants beat the nighttime crime spike ..............32
Industry Update ...............................................................................12
By Elie Y. Katz, National Retail Solutions (NRS)
Views
As winter nights stretch out, retail stores face unique challenges.
Insider's report on payments Merchants can use practical, effective strategies to enhance their
Does AI have a bubble problem? .............................................16 security during these dark winter nights.
By Patti Murphy, ProScribes Ink New Products
We may be in an AI bubble, and like bubbles before it, this one is
certain to burst. However, this is not necessarily bad news; strong Accelerate time-to-market with
companies and opportunities can emerge during bubbles. hosted mobile DevOps .................................................................36
Are central bank digital currencies Enhance customer experience
the next big disruption? ..................................................34 with advanced ID protection .....................................................37
Inspiration
By Sofia Sadiq, ATM Industry Association
How disruptive could CBDCs be? When a fundamental aspect of ev- Lean into your strengths this year..........................................38
eryday transactions, such as purchasing a cup of coffee, undergoes Departments
change, the effects are likely to be profound.
Feature Letter from the Editor .......................................................................5
Readers Speak:
BookNotes Which states are clobbered by cyberattacks? ......................8
Check 21: A blockbuster story ...................................................16 Spotlight Innovators ......................................................................21
DateBook .............................................................................................20
Company Profile
Resource Guide .................................................................................39
Melio: Advertiser Index ...............................................................................46
Help SMBs thrive with advanced
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