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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
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
at Paysafe, said the research revealed that brick-and-
have introduced SMBs to a big-brand experience and new
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,
POS solutions.
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
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.
transactions, such as in-app payments, make them more
Payment technology's evolution began when interactive
"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
code, early touchtone phones linked numeric values with
By Dale S. Laszig
dual-tone multifrequencies (DTMF) to enable machines to
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
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
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
n a world where anyone anywhere can transact on
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
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
Adam Hofman, product manager at CallRail, mentioned
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
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
simple clicks into complex, interactive and contextual
than they were ten years ago, which has helped reduce wait
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
Merchants take interchange battle to the states ................1 Fintech compliance .........................................................................26
By Patti Murphy By Ken Musante, Napa Payments and Consulting
Hampered in their efforts to secure a federal law regulating credit Every fintech needs a partner bank. Every card network and ACH
card interchange, merchants have turned to the states. Legislation transaction has an associated bank sponsor. Thus, every fintech
in Illinois is their first success story. must adhere to the same compliance obligations as banks.
News Potential impact of Visa, Mastercard
settlement on electronic payments ........................................28
News Briefs: By Leo Arzumanyan, Global Legal Law Firm
Farewell to Marc Beauchamp, founder of Bankcard Life .8 The proposed $30 billion settlement between Visa Inc., Mastercard
Digital payments gain steam, fraud remains troubling ..8 Inc. and retailers aimed at capping credit-card swipe fees is now fac-
ing potential rejection
Faster payments seen benefiting underbanked .................8
Revolutionizing decision-making with payments data 30
Apple dumps its BNPL offering ....................................................8
By Jon Protaskey, BHMI
Industry Update ...............................................................................12
In today's rapidly evolving payments landscape, data is one of the
Insights and Expertise most valuable resources for any company that processes payments,
including card issuers and merchant acquirers.
SM
Street Smarts
SEAA: 23 years and going strong .............................................23 New Product
By Allen Kopelman, Nationwide Payment Systems Inc. Surpass competitors with unique
Attending regional shows is especially important for MLSs. These visibility into residuals ..................................................................32
conferences provide unparalleled opportunities to learn about our Inspiration
business and meet potential partners and friends.
The rise of self-ordering kiosks in food service ................25 Paths to creativity ...........................................................................33
By Elie Y. Katz, National Retail Solutions (NRS) Departments
Food service establishments seek ways to streamline operations, Letter From the Editor ......................................................................5
improve customer satisfaction and boost their bottom lines. Help Spotlight Innovators ......................................................................17
them with self-ordering kiosks and gain satisfied clients. 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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