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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-
set of challenges.
attitudes about payment acceptance methods, innovation
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
of payments and the in-store experience. In response,
IVR systems
Independent research by global payments provider Paysafe
POS solutions.
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
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: transmit credit card numbers. Over time, service providers
security, data protection, business management tools and
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
vulnerable to fraud. Seventy-six percent reported feeling
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
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
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
messages to broadly distributed
n a world where anyone anywhere can transact on
Semafone, a data security and compliance solution
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
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
application partners valuable time and costs that would
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
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
article in issue 19:04:01, examined the expanding role of
Cover Story jobs? they encroach on personal Contributed articles inside by:

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
times while improving customer experience," he said.
expressions of our interests, personalities and lifestyles.
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
privacy and security and enhance productivity? Or will
Insights and Expertise moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
GS Advisory Board Beyond the buzzword: Continued on page 31
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
AI in action: What’s working in payments and why ...........1 Crafting a credible stablecoin offering ..........................30
By Angela Yore, Skyparlour
Payments pros weigh in on AI adoption, sharing practical insights www.greensheet.com
on current use cases, industry trends, challenges, and how AI is Stablecoins are reshaping finance, but only credible, compliant and
enhancing—not replacing—their work. well-engineered offerings will endure. This article explores what
News truly builds trust in stablecoin design.
AI-powered routing is the new
News Briefs: game-changer in payments ............................................32
Real growth in real-time payments ...........................................8 By Khalil Kammoun, Worldline
Same-day payments lead ACH growth ....................................8 AI-powered routing is revolutionizing digital payments, helping
businesses reduce costs, increase approval rates and boost revenue
Keeping cash in the mix ..................................................................8
in a market projected to exceed $20 trillion.
Eliminating pennies will produce merchant windfall .......8
Why payment prep is the best
PayPal to connect world's main defense against volatility ................................................34
payment systems, digital wallets ...............................................8 By Robin Anderson, Tribe Payments
Industry Update ...............................................................................10 Global trade shocks from new tariffs are testing payment systems.
This article explores how firms can build resilience through strategy,
Insights and Expertise redundancy, and a prepper mindset.
Street Smarts Trade Association News
SM
Stop missing out on cross-border payments .....................14 Words of gratitude from Ken Musante ...........................36
By Allen Kopelman, Nationwide Payment Systems Inc.
Ken Musante reflects on his 35-year payments journey, gratitude,
As global commerce grows, ISOs and MLSs must embrace smart lessons learned, and enduring friendships in his heartfelt Lifetime
routing and single-account cross-border payments or risk losing Achievement Award speech at MWAA 2025
more ground to Stripe, Shopify and others.
Helping retailers shine through New Products
the extended holiday season ..........................................18 Help cannabis dispensaries increase
By Jaki Kackert, Creative Marketing Consultant revenue, improve efficiency .......................................................38
As retail seasons stretch ever earlier, ISOs and MLSs can seize new Boost authorizations, merchant
opportunities—from Summerween to Christmas—by aligning mar- revenue with AI routing ...............................................................39
keting strategies with evolving merchant needs.
The decline of card numbers and Inspiration
rise of name validation .................................................................28 Fuel your business with a growth mindset ........................41
By Ken Musante, Napa Payments and Consulting Departments
Card numbers are disappearing. Learn how tokenization, name Letter From the Editor ......................................................................5
validation APIs and other tools are reshaping security, compliance— Spotlight Innovators ......................................................................21
and maybe even our relationship with memory.
DateBook .............................................................................................40
Resource Guide .................................................................................42
Advertiser Index ...............................................................................46
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