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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-
May 13, 2019 • Issue 19:05:01
complex,
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
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
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
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
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
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
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
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
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
Bill Pirtle ...................................................................................................42
Industry Payment Application Data Security Standard
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
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
that advanced speech recognition has enabled IVR systems
than they were ten years ago, which has helped reduce wait
voice technologies in payments. This article explores how
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
Cover Story Education Continued on page 31
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
GS contributors, an evergreen source of knowledge .......1 Street Smarts
SM
By Laura McHale Holland Speed dating in the internet age .............................................28
By Allen Kopelman, Nationwide Payment Systems Inc.
For decades, our contributing writers have offered evergreen advice
and inspiration for those who have chosen to pursue a career in Regardless of how MLSs communicate with prospects today, the
payments. Their wisdom is at your fingertips. challenges they and other payment professionals face in their work-
News ing and dating lives have similarities.
Mitigating instant fraud in instant payments ..................30
News Briefs: By Calin Sandru, ARGO
Nacha targets 'push' payment fraud ......................................12 Real-time fraud is an emerging threat that will grow in size and
Merchant fraud costs $3 for each dollar lost ......................12 severity as the use of faster payment methods gains momentum.
Mitigating these risks should be a priority.
PayPal ruling lifts all digital wallets .......................................12
Legal ease:
Industry Update ...............................................................................13 Key ISO rights and how to spot them ....................................31
Views By Adam Atlas, Attorney at Law
Very point of sale: This article sets forth a key set of rights that all ISOs should know
Unleash your inner bestseller....................................................18 about whether or not they have managed to negotiate them with
By Dale S. Laszig, DSL Direct LLC their processor or acquiring bank.
New Products
How do you write the payments industry’s big, ever-evolving story?
Some tips include know your audience, write strong headlines, tell Drive value, profit from always-on
the truth, and resist the urge to sound authoritative.
processing redundancy ...............................................................36
Blockchain can revolutionize Scale with reliable, simplified
cross-border payments in 2024 ................................................34 mobile messaging compliance ................................................37
By Carlos Ordonez, Clear Junction
Inspiration
Global remittance senders and recipients want speedy, secure
settlements at a fair price. Will blockchain help overcome baked-in Be 'as good as spring itself' ........................................................38
old technology, high costs and regional disparities? Departments
Company Profile
Letter From the Editor ......................................................................5
FlipSide B.V: Readers Speak:
Build, scale internationally with Commonsense ID protection ............................................8
market-leading platform .............................................................23 DateBook .............................................................................................17
Spotlight Innovators ......................................................................21
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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