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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-
attitudes about payment acceptance methods, innovation
Conversational commerce:
ing, analysts predict more retail growth in 2019,
particularly in the evolving small and midsize
B business (SMB) sector. Advanced technologies
O. B. Rawls IV, chief commercial officer, payment processing
at Paysafe, said the research revealed that brick-and-
SMBs in the United States and Canada. Respondents shared interactive, evolving
have introduced SMBs to a big-brand experience and new
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
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: transmit credit card numbers. Over time, service providers
security, data protection, business management tools and
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
vulnerable to fraud. Seventy-six percent reported feeling
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
dual-tone multifrequencies (DTMF) to enable machines to
deep dive into today's SMB market. It takes a deep dive
began to mask DTMF sounds to prevent criminals from
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
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
Semafone, a data security and compliance solution
messages to broadly distributed
n a world where anyone anywhere can transact on
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Bill Pirtle ...................................................................................................42
Martina Jeronski ...................................................................................36 machines to per-
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(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
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
Continued on page 31
that advanced speech recognition has enabled IVR systems
times while improving customer experience," he said.
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
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? privacy and security and enhance productivity? Or will Contributed articles inside by:
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 Continued on page 31
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 Insights and Expertise
Flashback: a checks retrospective ..............................................1 Faster payments use cases and the impact on SMBs .....26
Back in 1999, Paul H. Green wrote about the longevity and surpris- By Walter Akolo, iCG Pay
ing ongoing growth of check usage, despite decades of predictions If you're an ISO owner or MLS, it's likely you have plenty of SMBs in
to the contrary. Excerpts from his report are illuminating. your merchant portfolio. Have you been selling them on the ben-
News efits faster payments offer their businesses?
Visa and Mastercard landmark settlement .........................29
News Briefs: By Ken Musante, Napa Payments and Consulting.
Visa thinks one card should be all you need .........................8 The settlement between Visa, Mastercard and a class of merchants
Banks, merchants blast Fed over debit pricing plan .........8 that sued them 20 years ago will bring lower costs to merchants,
acquirers, payfacs, consumers and the card brands.
Extended deadline offers merchants
reprieve in $5.5B settlement .........................................................8 New Product
Industry Update ...............................................................................12 Expand reach, qualify customers
Company Profile with alternative credit tool .........................................................30
Inspiration
Basware:
Drive efficiencies at scale with automated invoicing .....19 Nurture your motivation to stay driven ..............................33
Insights and Expertise Departments
Street Smarts Letter From the Editor ......................................................................5
SM
Best-selling business strategies Spotlight Innovators ......................................................................21
Part 3: Referral partnerships ......................................................24 DateBook .............................................................................................32
By Allen Kopelman, Nationwide Payment Systems Inc. Resource Guide .................................................................................39
The merchant services business will always be about relationships, Advertiser Index ...............................................................................46
and no matter where you are in your career path, your success
directly depends on finding the right partners.
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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