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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
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
have introduced SMBs to a big-brand experience and new
O. B. Rawls IV, chief commercial officer, payment processing
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
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
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
aggressively targeted by fraudsters.
of ecommerce merchants surveyed believe frictionless
transactions, such as in-app payments, make them more
Payment technology's evolution began when interactive
vulnerable to fraud. Seventy-six percent reported feeling
"The end goal is to help our customers implement solutions
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
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.
into evolving SMB environments and includes research
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
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
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
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
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
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 Education
Neobanking – getting ready for prime time .........................1 Street Smarts
SM
By Patti Murphy How will AI influence the payments industry? ..................28
By Nick Cucci, Fluid Pay LLC
Neobanks, which are fintechs that provide digital and mobile solu-
tions for managing payments and other financial routines, present The payments industry is highly based on logic and information,
new opportunities for enterprising ISOs and MLSs. two areas where AI thrives, which could mean substantial gains for
News both payments companies and their customers.
Flipping the script: Visa's platform connect .......................30
News Briefs: By Ken Musante, Napa Payments and Consulting
Class action bombshell targets card brands, Apple .......10 Traditional processors have a legacy problem: their code was out-
Google agrees to new app payment options .....................10 dated decades ago. To overcome some issues, Visa and others are
developing solutions that will boost development efforts.
Visa sued over surcharge, cash discount rules ..................11
The path to prepaid's secure, digital future .......................31
Fintech incubator reflects India's digital growth .............11
By Mark Chambers, BlinkSky
Industry Update ...............................................................................14
In today's digital-centric world, gift cards are being used in in-
Views novative ways to securely transfer value, enhance loyalty reward
programs and power embedded payment solutions.
The very point of sale:
Take stock and begin again .......................................................18 New Products
By Dale S. Laszig, DSL Direct LLC.
Optimize supply chain efficiency with ambient IoT ........36
It's not easy to rise above the noise in the payments industry. For Speed checkouts, delight customers
every professional vying to win a job, partnership or sale, thousands with durable in-store POS ...........................................................37
of understudies are waiting in the wings, ready to take over.
Why restaurants need us .............................................................33 Inspiration
By Allen Kopelman, Nationwide Payment Systems Inc. What if listing goals for 2024 isn't your thing? .................38
Restaurant accounts outperform all other categories because they Departments
have high transaction and high dollar volumes. So why are so many Letter From the Editor ......................................................................5
restaurants going out of business, and how can we help? Readers Speak:
Payments, a retrospective Holiday spending reality check ..................................................8
One professional's journey - Part 3 .........................................34 Spotlight Innovators ......................................................................21
By Ken Musante, Napa Payments and Consulting
DateBook .............................................................................................34
From experiencing the fallout from a failed bank, to starting a niche Resource Guide .................................................................................39
ISO, becoming an expert witness, getting in the payfac trenches, Advertiser Index ...............................................................................46
and consulting, a life in payments is transformative.
Company Profile
Enacomm:
Modernize banking with innovative fintech platform ..23
3