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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.
complex,
May 13, 2019 • Issue 19:05:01
In its latest installment, researchers surveyed 601 card-not-
present (CNP) SMBs in the United States, Canada, United
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
set of challenges.
ing, analysts predict more retail growth in 2019,
Conversational commerce:
particularly in the evolving small and midsize
O. B. Rawls IV, chief commercial officer, payment processing
B business (SMB) sector. Advanced technologies
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-
mortar retailers aspire to truly innovate at the intersection
IVR systems
of payments and the in-store experience. In response,
POS solutions.
Independent research by global payments provider Paysafe
Paysafe's sales discovery process has evolved from price
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
security, data protection, business management tools and
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: transmit credit card numbers. Over time, service providers
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
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
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
findings and commentary by payments industry leaders
began to mask DTMF sounds to prevent criminals from
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
n a world where anyone anywhere can transact on
messages to broadly distributed
Semafone, a data security and compliance solution
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
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
Martina Jeronski ...................................................................................36 machines to per-
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
sonalize relationships, chat bots and digital assistants are
(PA-DSS) certified. "We are literally saving our payment
becoming adept at representing the people and companies
they serve. It's not always easy to differentiate between
application partners valuable time and costs that would
otherwise have gone towards achieving the [PA-DSS]
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
article in issue 19:04:01, examined the expanding role of
than they were ten years ago, which has helped reduce wait
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
times while improving customer experience," he said.
Cover Story legacy systems and reduce risk. jobs? privacy and security and enhance productivity? Or will TOC on page 3
expressions of our interests, personalities and lifestyles.
The article also addresses concerns voiced by merchant
Contributed articles inside by:
level salespeople and their customers about AI in smart
homes and connected workplaces. Will AIs respect our

they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Insider's report on payments Insights and Expertise Continued on page 31
AI set to change the shopping experience .............................1 Why early bets on payment
By Patti Murphy www.greensheet.com
orchestration are paying off.......................................................29
Agentic AI hits the mainstream as Walmart, Visa, Mastercard and By Tom Voaden, BR-DGE
PayPal embrace autonomous AI agents poised to transform shop- Payment orchestration is reshaping commerce. Learn how mer-
ping, payments and fraud detection.
chants and providers use it to streamline payments, boost resilience,
News and scale smarter across markets, channels and methods.
News Briefs: Eliminate EV charging payment
anxiety for sustainable growth.................................................31
Zelle outage halts payments nationwide, By Radu Vasile Pop, Worldline
raises reliability concerns ...............................................................8
Payment friction at EV charging stations deters adoption. This article
SMBs, consumers grapple with explores scalable, secure solutions that simplify payments and sup-
uneven economic indicators .........................................................8 port the growing shift to electric mobility.
NY to license, supervise BNPL providers .................................8 Redundancy pays off in retail,
Mastercard, MoonPay team up to payment providers should follow ...........................................34
support stablecoin payments......................................................8 By Steve Kramer, PayNearMe
BEC fraud drains $8.5 billion over When outages occur, payment platforms without redundancy
three years, FBI reports ...................................................................8 expose clients to costly disruptions. True reliability requires connec-
tions to multiple processors—not just diverse payment methods.
Industry Update ...............................................................................10 New Products
Insights and Expertise
Stay ahead of GenAI threats, payment complexity ........36
Street Smarts Replace sensitive transaction
SM
Winning and keeping residual income ................................14 data with secure tokens ...............................................................37
By Allen Kopelman, Nationwide Payment Systems Inc.
Inspiration
SaaS and HaaS providers and other fintechs have become less
willing to partner with ISOs and MLSs, but you can adapt, protect Staying resilient in an era of climate disruption .............38
residuals and choose partners that deliver long-term value. Departments
Could A2A wallets finally compete in-store? .....................18
By Nick Saywell , PSE Consulting Letter From the Editor ......................................................................5
Spotlight Innovators ......................................................................19
Unlocking NFC on iOS lets A2A wallets offer tap-to-pay in stores, DateBook .............................................................................................39
setting the stage to challenge cards in Europe’s evolving retail pay-
ments landscape. Resource Guide .................................................................................41
Advertiser Index ...............................................................................44
Revisiting the U.S. EMV transition
challenges and solutions .............................................................26
By Goran Bosankić, Field39
U.S. EMV adoption has lingering challenges for ISOs and processors,
but technical, financial and strategic solutions exist to modernize
3