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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,
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,
Independent research by global payments provider Paysafe
Paysafe's sales discovery process has evolved from price
POS solutions.
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: transmit credit card numbers. Over time, service providers
published by Paysafe in October 2018, found 54 percent
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
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
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
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
Semafone, a data security and compliance solution
messages to broadly distributed
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
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Martina Jeronski ...................................................................................36 machines to per-
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
application partners valuable time and costs that would
becoming adept at representing the people and companies
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
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
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Cover Story Insights and Expertise Continued on page 31
www
Real-time payments are entering 'prime time' ....................1 Legal ease: .greensheet.com
By Patti Murphy Four crypto opportunities for payment businesses .......26
By Adam Atlas, Attorney at Law
An in-depth look at the global rise of real-time payments, highlight-
ing India's dominance, Asia's leadership in innovation, and progress Curious about crypto? Explore four pockets of opportunity in the
in emerging markets across the Middle East and Africa. new crypto era: liquidity providers, card programs, cash advance
News and merchant sales and underwriting.
Have we learned the lessons from open banking? .........28
News Briefs: By Karthik Jagannathan, Intix
Consumer holiday shopping plans Open banking has sparked both innovation and controversy across
bode well for acquirers ....................................................................8 Europe. While successes are undeniable, challenges in collaboration
Cannabis dispensaries, Walmart and implementation offer crucial lessons.
push pay-by-bank boundaries .....................................................8 Helping your merchants with
Holiday pay later plans entice marketing in the new year ..........................................................30
millennials, parents, self-gifters .......................................8 By Jaki Kackert , Creative Marketing Consultant
Scams, check fraud continue Merchants can prepare for success in 2025 with data-driven strate-
to plague financial world ................................................................8 gies, mobile optimization, social media engagement, multi-channel
marketing and customer lifetime value insights.
Visa chief pans DOJ on debit suit ................................................9
New Product
Industry Update ...............................................................................12
Insights and Expertise Nuke From Orbit
Partner Portal ....................................................................................31
Street Smarts Inspiration
SM
Consolidation: Be prepared and professional ...................16
By Allen Kopelman, Nationwide Payment Systems Inc. Staff training for holiday troubleshooting ........................32
What happens when your processing partner is acquired, goes Departments
bankrupt or has another big change? You'll have a leg up if you have Letter From the Editor ......................................................................5
a good contract in place and you act professionally. Spotlight Innovators ......................................................................18
Embracing a world of travel payments .................................24 Resource Guide .................................................................................34
By Christopher Gilderson, PXP Financial Advertiser Index ...............................................................................38
Evolving payment preferences, including alternative payment
methods, in top holiday destinations are impacting tourists, posing
challenges for the travel sector.
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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