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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
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
Cover Story Education deep dive into today's SMB market. It takes a deep dive Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
Independent research by global payments provider Paysafe
of payments and the in-store experience. In response,
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

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
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
Nicholas Cucci ........................................................................................40 at Semafone, noted that Cardprotect 4.0 is Payment Card
innovating in the space. Part 2 will examine how merchant
any device, digital assistants help
PayTech Women rise, thrive, connect .......................................1 In-store signage and branding essentials ...........................31
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
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
certification themselves," he added.
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]
TOC on page 3 machines and humans on the phone, email or online chat.
"Voice: payments' next integration," The Green Sheet's lead
Continued on page 31
By Dale S. Laszig By Elie Y. Katz, National Retail Solutions (NRS) Contributed articles inside by:
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
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.
than they were ten years ago, which has helped reduce wait
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
jobs?
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
homes and connected workplaces. Will AIs respect our
TOC on page 3
privacy and security and enhance productivity? Or will
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
PayTech Women, formerly known as Wnet, credits its exponential Amid a sea of competition, retail success significantly hinges on
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
growth to sponsors and volunteers who support its mission to cre- how effectively a store captures and retains customer attention.
Continued on page 31
www.greensheet.com
ate a more vital and diverse payments industry. Merchant service providers can help merchants nail this.
News What to consider when choosing a BTM provider ...........32
By Brandon Mintz, Bitcoin Depot
News Briefs:
It's time to look into BTMs, which provide customers a convenient
All eyes on BNPL in Washington ...............................................10 way to buy bitcoin, and the foot traffic they attract provides retailers
U.S. Census data affirms NRF retail forecast .......................10 with an opportunity to increase revenue.
X readies P2P payments for 2024 debut ..............................10 Three ways Gen Z is changing the world of finance ..................35
By Chad Otar, Lending Valley
AI enthralls public, private sectors .........................................10
What experiences have shaped Gen Z? What do they value the most,
Security firms double down on new threats ......................10
and what really turns them off? Find the answer to these questions
Fed delays debit cap plan ............................................................11 and learn how they are changing the world of finance.
Industry Update ...............................................................................14 New Products
Views Send money cost-effectively, reliably
Insider's report on payments: with proven card rails ....................................................................36
Holding Visa to account ................................................................18 Create AI-powered solutions
By Patti Murphy, ProScribes Ink with open, inventive platform ..................................................37
Interchange rates in the United States are too high and too complex. Inspiration
Dominant player Visa's heavy hand may be the root cause. Loosen-
ing restrictions on dual pricing could change the game. Valentines at work ..........................................................................38
Company Profile Departments
Letter From the Editor ......................................................................5
National Retail Solutions (NRS)/NRS Pay: Readers Speak:
Empower small, midsize retailers COBOL, the dinosaur on our back end .....................................8
with enterprise-grade POS .........................................................23 DateBook .............................................................................................17
Education Spotlight Innovators ......................................................................21
Street Smarts Resource Guide .................................................................................39
SM
Essential distinctions between Advertiser Index ...............................................................................46
cash discounts and dual pricing ..............................................28
By Nick Cucci, Fluid Pay LLC
To mitigate processing fees, businesses can use cash discounts and
dual pricing. It's essential to distinguish between them and remain
compliant with rules and regs when implementing them.
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::
pay attention, and you’ll advance your brand. Your Press Release
Send your press releases to press@greensheet.com.
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