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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
security. Lost in Transaction: The future of payments for SMBs,
selling, he noted. Direct and indirect sales representatives
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
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
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
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
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
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
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
times while improving customer experience," he said.
that advanced speech recognition has enabled IVR systems
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
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.greensheet.com
GS Advisory Board Top tips for Golden Quarter success.......................................26
A look at what's coming in 2025 ..................................................1 By Dwaine Thomas, PXP Financial
With the U.S. election now behind us and a new presidential ad- To help retailers navigate ongoing budget pressures and cyberse-
ministration taking charge in the new year, members of The Green curity threats, this article shares top payments tips to help ensure
Sheet Advisory Board addressed what likely lies ahead. merchants have something to celebrate this festive season.
News POS tips for your merchants ......................................................28
By Elie Y. Katz, National Retail Solutions (NRS)
News Briefs:
Advanced POS systems with customizable user permissions and
Durbin calls hearing on Credit Card Competition Act ......8 integrated time tracking can enhance store security, streamline
Shift4 to join S&P MidCap 400, replacing R1 RCM ..........8 operations, and improve payroll accuracy for merchants.
Republicans pile on Visa, Mastercard over interchange .8 Getting it right every time ..........................................................29
By Ken Musante, Napa Payments and Consulting
Visa Flexible Credential a 'game changer' ..............................8
AI-powered fraud prevention is an arms race, with Visa, Mastercard
CFPB finalizes big tech payments rule ..................................10
and emerging platforms developing advanced solutions to combat
Industry Update ...............................................................................11 increasingly dynamic cybercriminal tactics.
Insights and Expertise New Products
Street Smarts Putting an end to promotion abuse, coupon fraud ........30
SM
POS partners: Agnostics or antagonists? ............................18 Blazing-fast, comprehensive
By Allen Kopelman, Nationwide Payment Systems Inc. identity verification platform ....................................................30
Discover how POS companies reshaped the payments industry, Inspiration
the risks of agnostic systems, and how the right partnerships can
protect your merchant relationships and residuals. A giving season ................................................................................32
It's time to address transaction confusion head-on .......24 Departments
By Roger Alexander, Chargebacks911 Letter From the Editor ......................................................................5
Unclear transaction descriptors often lead to unnecessary charge- Calendar ...............................................................................................31
backs, costing merchants revenue and reputation. Clear communi- DateBook .............................................................................................33
cation can protect businesses and build customer trust. 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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