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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
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
Cover Story Feature deep dive into today's SMB market. It takes a deep dive Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
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

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
"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
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
The year ahead in Washington .....................................................1 BookNotes: TOC on page 3 machines and humans on the phone, email or online chat. that advanced speech recognition has enabled IVR systems
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
certification themselves," he added.
(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]
By Patti Murphy Thriving in our digital business world ..................................20
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
voice technologies in payments. This article explores how

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
Contributed articles inside by:
level salespeople and their customers about AI in smart
homes and connected workplaces. Will AIs respect our
privacy and security and enhance productivity? Or will
TOC on page 3
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Junk fee reduction, debit cap haircut, reigning in big tech payments Company Profile Continued on page 31
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
initiatives: these are just a few of the items on the agendas of federal
www.greensheet.com
policymakers. But what's likely to gain traction? Sound Payments:
News Customized POS solutions with
white-glove service, support .....................................................23
News Briefs: Education
FPC study highlights faster payment fraud ........................10 Street Smarts
SM
Gift, loyalty, rewards soar in 2024 ...........................................10 Trending fraud in 2024 .................................................................28
Controversy over P2P payment oversight ...........................10 By Nick Cucci, Fluid Pay LLC
Small, midsize merchants downgrade PSP ratings .........10 Fraud is a back-and-forth struggle between those who are victims of
fraud and those who are perpetrators of various fraud schemes. This
Reduced debit caps bad for banks, consumers ................10 article lists several fraud trends to watch out for.
Screen time goes prime in public, private sectors ..........11 Harnessing PR to drive payment startup success ............30
NY mandates more 'transparency' in surcharging ..........11 By Mike Harris, Uproar PR
Industry Update ...............................................................................14 As the payments market becomes increasingly competitive, pay-
Views ment startups will need to develop effective PR strategies that help
them stand out from the crowd.
The very point of sale: New Products
Lifetime customer value ...............................................................18
By Dale S. Laszig, DSL Direct LlC Grow and scale with cross-border
omnichannel platform ..................................................................36
Research indicating consumers often spurn brands indefinitely
after a negative experience might be viewed with skepticism until Broaden JavaScript protection
personal experience creates a continuing rift with a brand. with PCI-compliant platform ....................................................37
AI brings new opportunities to payments ...................................32 Inspiration
By Victor Orlovski, R136 Ventures
Appreciate the journey ................................................................38
Increased transaction volume, high rates of cyberfraud and consum-
ers' desire for more seamless payments create the need for new Departments
levels of payments innovation. AI can speed this process. Letter From the Editor ......................................................................5
Bank ownership: Been there, done that – not quite ..................34 Readers Speak:
By Ken Musante, Napa Payments and Consulting Shifting tides in fintech: from B2C to B2B ..............................8
DateBook .............................................................................................17
First Data, which merged with Fiserv in 2019, once viewed owning
a bank as an inefficient use of capital. Yet Fiserv recently filed to Spotlight Innovators ......................................................................21
establish a limited purpose bank charter. What changed? Resource Guide .................................................................................39
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::
pay attention, and you’ll advance your brand. Your Press Release
Send your press releases to press@greensheet.com.
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