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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 Kingdom, Germany and Austria and 306 card-present
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
During the past two years, Paysafe Group's Lost in
In its latest installment, researchers surveyed 601 card-not-
Transaction series has highlighted global payment trends.
and the customer experience. complex,
May 13, 2019 • Issue 19:05:01
present (CNP) SMBs in the United States, Canada, United
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
ing, analysts predict more retail growth in 2019,
Conversational commerce:
set of challenges.
particularly in the evolving small and midsize
O. B. Rawls IV , chief commercial officer, payment processing
B business (SMB) sector. Advanced technologies
at Paysafe, said the research revealed that brick-and-
SMBs in the United States and Canada. Respondents shared interactive, evolving
have introduced SMBs to a big-brand experience and new
IVR systems
mortar retailers aspire to truly innovate at the intersection
POS solutions.
Independent research by global payments provider Paysafe
of payments and the in-store experience. In response,
and service discussions to needs assessment and solution
Paysafe's sales discovery process has evolved from price
Group found SMBs struggle with "competing priorities" in
selling, he noted. Direct and indirect sales representatives
their efforts to balance frictionless checkouts with payment
have been centering conversations with merchants about
security. Lost in Transaction: The future of payments for SMBs,
published by Paysafe in October 2018, found 54 percent
of ecommerce merchants surveyed believe frictionless
"The end goal is to help our customers implement solutions code, early touchtone phones linked numeric values with
security , data protection, business management tools and
Payment technology's evolution began when interactive
aggressively targeted by fraudsters.
transactions, such as in-app payments, make them more
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
This is the first article in a two-part series that takes a
By Dale S. Laszig
Semafone,
deep dive into today's SMB market. It takes a deep dive
dual-tone multifrequencies (DTMF) to enable machines to
Contributed ar ticles inside by:
a data security
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
transmit credit card numbers. Over time, service providers
findings and commentary by payments industry leaders
and
began to mask DTMF sounds to prevent criminals from
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added. compliance solution
innovating in the space. Part 2 will examine how merchant
Jeh Holsomback ...................................................................................20
n a world where anyone anywhere can transact on
messages to broadly distributed
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
any device, digital assistants help deliver targeted
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Bill Pirtle ................................................................................................... 42
Industry Payment Application Data Security Standard
(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]
Adam Hofman, product manager at CallRail, mentioned
"Voice: payments' next integration," The Green Sheet's lead
Continued on page 31
article in issue 19:04:01, examined the expanding role of
times while improving customer experience," he said.
that advanced speech recognition has enabled IVR systems
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 ar ticles 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
Intelligent risk management – its time has come ...............1 The promise, challenges and unanswered
By Patti Murphy questions of CBDC – Part 1 ..............................................28
By Mark Dillon, Ingenico
Financial institutions must adopt modern, proactive security
strategies that leverage AI-driven risk intelligence to combat fraud, Exploring central bank digital currency, this first article in a two-
protect merchants and enhance their decision-making. part series examines its purpose, potential benefits and challenges,
News comparing it to existing forms of money and payments.
The double-edged sword of P2P payments .......................30
News Briefs: By Zaki Farooq, PayFuture
As CFPB goes, so goes Big Tech payments oversight ........8 P2P payments offer convenience and speed, but businesses and
Valentine's Day spending hits record high ............................8 consumers must navigate security risks, fraud and evolving land-
scapes to maximize benefits while minimizing threats.
Powell says emphatic no to CBDC ...............................................8
Transforming insurance payments
Zelle shatters records with unrivaled growth ......................8
with innovation, speed, better CX ..........................................32
Mastercard simplifies checkout By Paul Clarke, Cashflows
with new digital credential ............................................................8
Outdated claims and payment processes frustrate policyholders, but
Industry Update ...............................................................................10 digital solutions are revolutionizing efficiency, reducing delays and
enhancing customer loyalty.
Insights and Expertise
New Products
Street Smarts
SM
Give merchants the guest experience ...................................14 Simplify subscription cancellations
By Allen Kopelman, Nationwide Payment Systems Inc. for FTC compliance .........................................................................34
Hospitality principles—mutual respect, clear communication and Help agents build their own business ...................................35
gratitude—can enhance merchant services, fostering stronger rela- Inspiration
tionships and smoother business operations.
Steady hands in unsteady times..............................................37
VAMP enhancements – February 2025...........................26
By Ken Musante, Napa Payments and Consulting Departments
Visa is consolidating its dispute and fraud monitoring programs, Letter From the Editor ......................................................................5
introducing new compliance metrics, enforcement measures and Spotlight Innovators ......................................................................18
potential financial impacts for acquirers and merchants DateBook .............................................................................................36
Resource Guide .................................................................................38
Advertiser Index ...............................................................................42
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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