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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.
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
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
Independent research by global payments provider Paysafe
of payments and the in-store experience. In response,
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
security, data protection, business management tools and
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
published by Paysafe in October 2018, found 54 percent
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
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
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
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
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
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
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
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
than they were ten years ago, which has helped reduce wait
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
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
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 Company Profile Continued on page 31
Green Sheet Advisory Board: Castles Technology:
The state of merchant services today – Part 1 ......................1 Win with dynamic, proven, durable POS tech ...................23
With the first quarter of 2024 now behind us, The Green Sheet Advi- Education
sory Board weighs in on staying relevant to today's merchants and
SM
consumers, fraud prevention, AI, and faster payments. Street Smarts
Let’s blow up the internet! .........................................................28
News By Allen Kopelman, Nationwide Payment Systems Inc.
News Briefs: Each annual change in Street Smarts authorship brings fresh
SM
Industry leaders push for business-friendly policies .....10 ideas, a surge in energy and new strategies. This year's author brings
in social media, podcasting and more. Time to get involved!
Analysts betting on a PayPal comeback ...............................10
What smart financial planning looks like now ..................30
BNPL now just another payment option ..............................10 By Chad Otar, Lending Valley
Digital wallets near mainstream Success in the payments biz requires more than earning a good
acceptance, study finds ................................................................11 income. You need to master financial planning, too. This article
Long-running legal battle over provides nine steps to help you do just that.
interchange settled, maybe .......................................................11 Why it's imperative to help
Industry Update ...............................................................................12 merchants avoid payroll errors ...............................................31
By Elie Y. Katz, National Retail Solutions (NRS)
Views
Mishandling payroll can have dire consequences that lead to severe
Insider's report on payments : and lasting problems for retail businesses. Conversely, getting pay-
AI: A double-edged sword ..........................................................18 roll right has multiple long-term benefits.
By Patti Murphy, ProScribes Ink
New Products
With AI becoming ubiquitous and our financial lives going digital,
it is critically important that the card brands, issuers and acquirers Boost sales with AI-powered restaurant marketing .......36
step up to protect consumers and markets from fraud. Expand reach with cross-border,
The importance of an effective omnichannel platform ..................................................................37
digital hospitality strategy .........................................................32 Inspiration
By Matt Ryan, Reef
Go beyond one-size-fits all training ......................................38
Many FIs have invested in office spaces designed to wow prospects
and give the best first impression, but this experience falls short in Departments
the digital realm. A digital hospitality strategy is the remedy. Letter From the Editor ......................................................................5
How socialfi will change the fintech landscape ................34 Readers Speak:
By Magda Schmid-Debska, PXP Financial Balancing innovation and regulation...............................8
With the advent of Web3, decentralized social media will transform DateBook .............................................................................................20
how we interact, share and monetize our online presence. What Spotlight Innovators ......................................................................21
happens when social media, Web3 and defi collide? Resource Guide .................................................................................39
Feature Advertiser Index ...............................................................................46
Book Notes:
Mastering unpredictability.........................................................20
3