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InsideGS

Empowering and connecting Enterprise selling in an
January 14, 2019 • Issue 19:01:01
today’s payments professionals By Dale S. Laszig SMB world – Part 1 May 13, 2019 • Issue 19:05:01
SMBs face.
Help me innovate
level salespeople (MLSs) can use their industry knowledge
and personal experience to solve the most pressing issues
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-
and the customer experience. complex,
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.
ing, analysts predict more retail growth in 2019,
Conversational commerce:
attitudes about payment acceptance methods, innovation
particularly in the evolving small and midsize
B business (SMB) sector. Advanced technologies
O. B. Rawls IV , chief commercial officer, payment processing
have introduced SMBs to a big-brand experience and new
SMBs in the United States and Canada. Respondents shared interactive, evolving
at Paysafe, said the research revealed that brick-and-
IVR systems
mortar retailers aspire to truly innovate at the intersection
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
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
published by Paysafe in October 2018, found 54 percent
security, data protection, business management tools and
of ecommerce merchants surveyed believe frictionless
Contributed articles inside by: transmit credit card numbers. Over time, service providers
aggressively targeted by fraudsters.
transactions, such as in-app payments, make them more
vulnerable to fraud. Seventy-six percent reported feeling
Payment technology's evolution began when interactive
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
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
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
any device, digital assistants help
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added.
messages to broadly distributed
Semafone, a data security and compliance solution
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
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
Martina Jeronski ...................................................................................36 machines to per-
(P A-DSS) certified. "We are literally saving our payment
sonalize relationships, chat bots and digital assistants are
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 [P A-DSS]
Continued on page 31
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
times while improving customer experience," he said.
article in issue 19:04:01, examined the expanding role of
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
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
New Congress has plenty on its plate .....................................1 Europe leads financial revolution
By Patti Murphy with embedded payments ..............................................25
Lobbyists battle over the Credit Card Competition Act, the CFPB and By Sharan Shah, Worldline Merchant Services
cryptocurrency oversight as the 119th Congress and Trump Admin- Embedded payments are revolutionizing Europe’s financial land-
istration reshape financial policies in Washington. scape, enabling seamless transactions within platforms. This article
News explores their key features and benefits.
Access to data is fundamental to
News Briefs: success in the payments sphere ...............................................27
New company helps agents sell integrated solutions ......8 By Roger Alexander, Chargebacks911
Federal, state regulators take Block to task ...........................8 Data is the backbone of the payments ecosystem, driving risk
management, operational efficiency and innovation; data access is
Tech groups sue CFPB over payments rule ............................8
integral to growth in the payments industry.
National DigiFoundry issues guide Feature
on Web3-based info sharing .........................................................9
GS interviews
Industry Update ...............................................................................10
J.D. Power's John Cabell ...............................................................29
Insights and Expertise
In this Q&A, John Cabell, managing director of payments intelli-
Street Smarts gence at J.D. Power, delves into key findings from the firm's 2025 U.S.
SM
Position your business for success in 2025, Part 2 ..........16 Merchant Services Satisfaction Study.
By Allen Kopelman, Nationwide Payment Systems Inc. New Products
This article explores how you can build a standout online presence Upgrade to advanced, seamless,
with strategies for brand voice, photography, and digital tools to secure, friendly payments ...............................................32
reinforce brand image to stay competitive.
Legal ease: Stop hackers, reinforce branding,
build customer trust .......................................................................33
Civil versus criminal liability in payments ...........................18
By Adam Atlas , Attorney at Law Inspiration
Learn the key differences between civil and criminal liability, how Five ways to strengthen business
these two types of liability apply in the payments industry, and why relationships on Valentine’s Day.............................................37
fostering a preventive mindset is essential. Departments
Payment Account Reference numbers explained ............24
By Ken Musante, Napa Payments and Consulting Letter From the Editor ......................................................................5
DateBook .............................................................................................35
Are you taking full advantage of Payment Account Reference num- Resource Guide .................................................................................38
bers? They offer smart payment processing by streamlining transac-
tions, enhancing fraud prevention and more. Advertiser Index ...............................................................................42
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