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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
Transaction series has highlighted global payment trends.
In its latest installment, researchers surveyed 601 card-not-
and the customer experience. complex,
May 13, 2019 • Issue 19:05:01
present (CNP) SMBs in the United States, Canada, United
set of challenges.
uoyed by reports of record 2018 holiday spend-
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-
mortar retailers aspire to truly innovate at the intersection
IVR systems
Independent research by global payments provider Paysafe
of payments and the in-store experience. In response,
Paysafe's sales discovery process has evolved from price
POS solutions.
and service discussions to needs assessment and solution
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,
security, data protection, business management tools and
published by Paysafe in October 2018, found 54 percent
that enable them to better their business," Rawls said. "By dual-tone multifrequencies (DTMF) to enable machines to
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
vulnerable to fraud. Seventy-six percent reported feeling
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
replace phoned-in payment card authorizations. Like Morse
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
Semafone,
a data
transmit credit card numbers. Over time, service providers
Contributed articles inside by:
deep dive into today's SMB market. It takes a deep dive
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
security
findings and commentary by payments industry leaders
and
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. compliance solution
any device, digital assistants help
messages to broadly distributed
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
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
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
sonalize relationships, chat bots and digital assistants are
becoming adept at representing the people and companies
(P A-DSS) certified. "We are literally saving our payment
application partners valuable time and costs that would
they serve. It's not always easy to differentiate between
otherwise have gone towards achieving the [P A-DSS]
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
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
than they were ten years ago, which has helped reduce wait
sentient machines are transforming transactions from
expressions of our interests, personalities and lifestyles.
simple clicks into complex, interactive and contextual
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
Agentic commerce, Part 1: The future of dispute management:
Our biggest integration so far ......................................................1 Turning pain points into strategic advantages .................30
By Dale S. Laszig By Casey Scheer, BHMI
As agentic AI moves into payments, industry experts assess emerg- As dispute volumes surge, payments firms are rethinking back-office
ing fraud risks, infrastructure gaps and the controls needed to safely operations, turning automation, integration and AI into strategic
support autonomous commerce. tools for speed, accuracy and customer trust.
News Why U.S. financial institutions can’t
ignore payment testing ................................................................32
News Briefs: By Anthony Walton, Iliad Solutions
Crypto wallets gaining ground As real-time payments accelerate, U.S. financial institutions are
as everyday finance tools ...............................................................8 transforming payment testing from a back-office task into a strate-
Life after the penny: rounding, regulation, retail risk ......8 gic capability for speed, resilience and confidence.
CFPB gets a reprieve .........................................................................8 New Products
Proposed 10 percent APR cap could Simplify device management
hit fintechs, acquirers hard .........................................................10 across your merchant base .........................................................34
Trump takes on Visa and Mastercard .....................................10 Speed self-checkout with integrated tap-to-pay .............35
Industry Update ...............................................................................11 Accelerate brand experiences with agentic AI ..................36
Insights and Expertise Inspiration
Street Smarts It's not too late to reset the year ..............................................37
SM
Embrace tech, ditch the old pitch ............................................17 Departments
By Allen Kopelman, Nationwide Payment Systems Inc.
Letter From the Editor ......................................................................5
As payments shift from hardware to software, MLSs and ISOs must DateBook .............................................................................................15
rethink commissions, roles and value—embracing technology, Spotlight Innovators ......................................................................19
specialization and new sales models to stay relevant.
Resource Guide .................................................................................38
Mobile wallets: Implications for merchants .......................28 Advertiser Index ...............................................................................42
By Ken Musante, Napa Payments and Consulting
Mobile wallets are now foundational to commerce, delivering
speed and security while forcing merchants and processors to
rethink executio economics and long-term operational discipline.
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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