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InsideGS

Cover Story Company Profile
Evolution in payments: Three leaders' perspectives .........1 EPNA LLC:
By Dale S. Laszig Founded on integrity and transparency ..............................22
Insights from three industry leaders point toward an increasingly Education
mobile, global and rewarding future for merchants, consumers,
ISOs and merchant level salespeople. Street Smarts SM
News The most valuable tool in your arsenal .................................32
By Dee and Emily Karawadra, Impact PaySystem
News Briefs: There is a shift happening from cash, check and credit cards to
mobile wallets, contactless payments and digital invoices. Have
ATMs get Hollywood makeover at NAC 2019 ....................10
you taught your merchants how to accept them?
U.S. slow to adopt mobile payments .....................................10 Help merchants meet customers'
Square hikes fees on small-ticket item .................................10 changing payment needs ............................................................36
Fraud up, confidence down, new studies find ...................10 By Jeff Fortney, TouchSuite LLC
On each call, every independent sales agent hears some form of,
Contactless ticketing volume what's in it for me? How we answer this question shapes the suc-
may exceed 1 billion in 2024 ......................................................10 cess of every one of us.
Industry Update ...............................................................................12 If it's just payment, it's not frictionless .................................38
Views By William C. Nichols , AEVI
Making payment a fraction of a second faster or accepting Apple
Insider's report on payments: Pay or some other alternative is not sufficient to make merchant
Prepaid card offerings are a win-win .....................................16 accounts enduringly sticky. What will achieve this end?
By Patti Murphy, ProScribes Inc.
Prepaid cards continue to grow not only in popularity, but also in New Products
the ways they're used. Indeed, one area showing promise is con- Build and scale with instant statement analysis ..............40
sumers who purchase prepaid cards for themselves, not as gifts.
Secure, frictionless POS designed by ISVs for ISVs .........41
The evolution of electronic payments – Part 2 ..................18
By Brandes Elitch, CrossCheck Inc. Inspiration
ISOs provided the initiative and hard work required to get Help merchants end the year in style ....................................43
electronic payment acceptance off the ground. Amid continued
consolidation and innovation, ISOs still play a vital role. Departments
Cash dethroned? Letter From the Editors ....................................................................5
When accessible, inclusive options exist .............................20 Readers Speak:
By O.B. Rawls IV, Paysafe Group Smarter smartcards? .........................................................................8
Cash, the most prevalent U.S. payment method, dates back to the Spotlight Innovators ......................................................................21
early years of the republic. But Americans are carrying less and less DateBook .............................................................................................26
of it. Does this mean cash is heading toward extinction? Resource Guide .................................................................................44
Advertiser Index ...............................................................................54

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.
In its latest installment, researchers surveyed 601 card-not-
complex,
May 13, 2019 • Issue 19:05:01
present (CNP) SMBs in the United States, Canada, United
and the customer experience.
Kingdom, Germany and Austria and 306 card-present
set of challenges.
uoyed by reports of record 2018 holiday spend-
attitudes about payment acceptance methods, innovation
Conversational commerce:
ing, analysts predict more retail growth in 2019,
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
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
of payments and the in-store experience. In response,
POS solutions.
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
Group found SMBs struggle with "competing priorities" in
and service discussions to needs assessment and solution
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
security, data protection, business management tools and
Contributed articles inside 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
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
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
transmit credit card numbers. Over time, service providers
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
began to mask DTMF sounds to prevent criminals from
findings and commentary by payments industry leaders
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
Semafone, a data security and compliance solution
messages to broadly distributed
n a world where anyone anywhere can transact on
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
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
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
(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
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
that advanced speech recognition has enabled IVR systems
than they were ten years ago, which has helped reduce wait
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
times while improving customer experience," he said.
expressions of our interests, personalities and lifestyles.
jobs? they encroach on personal moments and take away our 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
privacy and security and enhance productivity? Or will
TOC on page 3
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
3
Continued on page 31
www.greensheet.com