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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-
May 13, 2019 • Issue 19:05:01
and the customer experience. complex,
present (CNP) SMBs in the United States, Canada, United
set of challenges.
uoyed by reports of record 2018 holiday spend-
Conversational commerce:
ing, analysts predict more retail growth in 2019,
attitudes about payment acceptance methods, innovation
particularly in the evolving small and midsize
B business (SMB) sector. Advanced technologies
have introduced SMBs to a big-brand experience and new
O. B. Rawls IV , chief commercial officer, payment processing
at Paysafe, said the research revealed that brick-and-
SMBs in the United States and Canada. Respondents shared interactive, evolving
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,
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
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
that enable them to better their business," Rawls said. "By dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
aggressively targeted by fraudsters.
of ecommerce merchants surveyed believe frictionless
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
"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
Contributed articles inside by:
deep dive into today's SMB market. It takes a deep dive
transmit credit card numbers. Over time, service providers
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
findings and commentary by payments industry leaders
TOC on page 3 they serve. It's not always easy to differentiate between certification themselves," he added.
innovating in the space. Part 2 will examine how merchant
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
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
Bill Pirtle ...................................................................................................42
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(P A-DSS) certified. "We are literally saving our payment
becoming adept at representing the people and companies
application partners valuable time and costs that would
otherwise have gone towards achieving the [P A-DSS]
machines and humans on the phone, email or online chat.
"Voice: payments' next integration," The Green Sheet's lead
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
voice technologies in payments. This article explores how
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
times while improving customer experience," he said.
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
Does vendor lock-in have a future? ...........................................1 Why the next wave of payments
By Dale S. Laszig innovation starts with fiat resilience .............................................27
Merchants are rethinking all-in-one platforms as demand grows for By Teresa Cameron, Clear Junction
flexibility, data access and control, prompting a shift toward multi- Politics and regulation are reshaping global payments, making
vendor models and consultative payments relationships. resilient fiat infrastructure—not flashy innovation—the key to
News maintaining reliable, compliant cross-border transaction flows.
Online healthcare commerce: A prescription for risk? .............30
News Briefs:
By Niamh Lewis, G2 Risk Solutions
Americans prefer cards over Surging growth in digital health commerce is exposing ecom-
digital payments, for now ..............................................................8
merce and payment providers to rising risks—from illicit sellers to
Visa modernizes dispute resolutions ........................................8 cross-border compliance challenges.
$66 billion in interchange collected in 2025 .........................8 Auditability is the real AI requirement
Fraud pressures persist as AI in financial services .......................................................................32
adoption lags, AFP survey finds ..................................................8 By David Moscatelli, Go Abacus
AmEx backs AI transactions ..........................................................8 Financial institutions must prioritize auditability, transparency and
governance in AI deployments, with on-prem solutions emerging
Industry Update ...............................................................................10 as a safer path to meet regulatory and compliance requirements.
Insights and Expertise New Products
Street Smarts Streamline payment delivery with
SM
Spring signals: How smart marketing managed services solution .........................................................34
strengthens merchant relationships......................................14 Enable installments anywhere with Splitit Go ..................35
By Jaki Kackert, Kackert Marketing
Inspiration
Spring presents an opportunity for ISOs and MLSs to refine market-
ing strategies, strengthen merchant relationships, and align with Learn to read the room and win more business ..............36
evolving technologies to drive growth and long-term trust. Departments
Channel conflict in merchant
acquiring and risk mitigation ....................................................16 Letter From the Editor ......................................................................5
By Ken Musante, Napa Payments and Consulting Spotlight Innovators ......................................................................18
DateBook .............................................................................................29
When multiple third parties submit transactions to a common ac- Resource Guide .................................................................................37
quirer or processor, acquirers must enforce clear policies and ensure
consistent controls or face conflict and significant risk. Advertiser Index ...............................................................................42
Essential POS features C-stores
New + Tried and True = A Winning Strategy for You
need to survive severe weather................................................26
Reaching the right partners and customers requires a mix of
By Elie Y. Katz, National Retail Solutions (NRS)
old and new approaches. Press releases are a peerless, proven
way to tell your company’s story while also delivering a sense
Severe weather is testing retail resilience. Modern POS systems with
failover connectivity, remote access and inventory tools help conve-
of urgency. Share your latest achievements for free on our
homepage multimedia hub. The payments community will News from the Wire::
nience stores stay open and serve communities.
Your Press Release
pay attention, and you’ll advance your brand.
Send your press releases to press@greensheet.com. 3