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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
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
SMBs in the United States and Canada. Respondents shared interactive, evolving
have introduced SMBs to a big-brand experience and new
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,
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
POS solutions.
and service discussions to needs assessment and solution
Group found SMBs struggle with "competing priorities" in
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: transmit credit card numbers. Over time, service providers
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.
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
"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
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
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
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
Jeh Holsomback ...................................................................................20 deliver targeted
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
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
article in issue 19:04:01, examined the expanding role of
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
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
Inching away from checks and toward e-payments ..........1 What makes specialty software special? ..............................16
By Patti Murphy By Max Sinovoi, Hubwallet
Despite the rapid rise of lightning-fast digital payments, 81 percent Payments software was a game-changer; however, for a long time,
of businesses still use paper checks for some bill payments, and 70 businesses had to adapt to the software. Enter specialty software,
percent don't intend to scrap their check writing habits. putting control in merchants' hands, not the software.
News Third-party payments solutions getting you down?
There's a better way .......................................................................26
News Briefs: By Goran Bosankić, Field39
J.D. Power: Digital banking, credit tools Dependency on third-party payment infrastructure brings risks such
promising but lack personalization ..........................................8 as limited control over data, difficulties in introducing new features
Nacha's security-breach guidance an essential tool .........8 and service reliability issues. ISOs have other options.
Debit cards are tops with consumers ........................................8 Banks can modernize now for
more inclusive financial services .............................................28
Progress happening in cannabis payments sphere ...........8
By Traci Skala, Giesecke+Devrient (G+D)
Industry Update ...............................................................................10
With ESG goals, diversity and inclusion a priority for banks and
Company Profile fintechs worldwide, it's essential to explore how the banking experi-
ence—payments in particular—can be more inclusive.
OptConnect:
Drive revenue, scale operations New Product
with B2B cellular connectivity ..................................................19 Shorten dispute time with cloud-based
Insights and Expertise chargeback management............................................................30
Street Smarts Inspiration
SM
Best-selling business strategies Negotiation mastery .....................................................................33
Part 4: Value-added solutions ...................................................14
By Allen Kopelman, Nationwide Payment Systems Inc. Departments
In business and in life, if you want a partner to stick around, you Letter From the Editor ......................................................................5
need to keep things fresh and exciting. Selling value-adds can help Spotlight Innovators ......................................................................17
create long-term partnerships with vendors and merchants. DateBook .............................................................................................32
Resource Guide .................................................................................34
Advertiser Index ...............................................................................38
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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