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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
present (CNP) SMBs in the United States, Canada, United
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
set of challenges.
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
ing, analysts predict more retail growth in 2019,
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.
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
security, data protection, business management tools and
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
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
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
"The end goal is to help our customers implement solutions
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
eavesdropping on sensitive payment card data.
transmit credit card numbers. Over time, service providers
into evolving SMB environments and includes research
began to mask DTMF sounds to prevent criminals from
findings and commentary by payments industry leaders
innovating in the space. Part 2 will examine how merchant
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added.
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
Martina Jeronski ...................................................................................36 machines to per-
Nicholas Cucci ........................................................................................40
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
(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
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
voice technologies in payments. This article explores how
that advanced speech recognition has enabled IVR systems
than they were ten years ago, which has helped reduce wait
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
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
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
Cover Story Company Profile Continued on page 31
www.greensheet.com
The inside scoop on differential pricing ..................................1 Caf :
By Patti Murphy Improve results, boost revenue
with accurate ID management .................................................23
Congress legislated that card issuers may not prohibit sellers from
offering inducements to pay by cash, check or other alternatives to Education
credit. But the card brands continue to make it difficult.
Street Smarts
SM
News Navigating customer confusion—plus a farewell ...........28
News Briefs: By Nick Cucci, Fluid Pay LLC
Payment firms named Inc. 2024 Regionals .........................10 Selling complex products requires more effort than selling some-
thing simple like a pen. Part of that involves getting potential
Bye-bye, Google Pay ......................................................................10 customers comfortable with your products' level of complexity.
NAC fights ATM crime with new reporting tool ................10 Processor management for NIPTFs .........................................30
Banks will fight $8 credit card late fees ................................10 By Ken Musante, Napa Payments and Consulting
Apple caves in Epic feud ...............................................................10 While they're not as steep as interchange, non-interchange pass
through fees continue to increase. This article elaborates on recent
Industry Update ...............................................................................12
changes to these fees and their impacts on acquirers.
Views New Products
Positive pay provides a way to combat check fraud .......15 Build trust, revenue with unified ID management .........36
By Todd Robertson, ARGO
Grow revenue with brandable, scalable processing .....37
While check usage has declined in the United States, check fraud
has surged over the past few years, with small businesses making up Inspiration
a sizable portion of those impacted.
A little patience goes a long way.............................................38
The very point of sale : Departments
The new pull-through game .......................................................18
By Dale S. Laszig, DSL Direct LLC Letter From the Editor ......................................................................5
In the early 21st century, ways to accept payments were limited, and Readers Speak:
countertop terminals were the norm. POS manufacturers' products A drop from $32 to $8, who will pay the difference? ........8
and services go far beyond countertop products. Spotlight Innovators ......................................................................21
Investment crash: DateBook .............................................................................................31
Can fintech build back on grit, not growth? .......................32 Resource Guide .................................................................................39
By Scott Dawson, DECTA Advertiser Index ...............................................................................46
The situation fintech finds itself in, with a huge drop in investment
compared with recent years, is certainly considered to be a crisis. So
what opportunities can be found here?
Legacy-fintech collaboration for
back-office transformation .........................................................34
By Casey Scheer, BHMI
While traditional banks and processors have typically viewed fin-
techs as competitors, it's time to embrace their flexibility and agility
while preserving security and operational oversight.
3