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                Empowering and connecting                                                 Enterprise selling in an
                                                                                          January 14, 2019  •  Issue 19:01:01
                today’s payments professionals                                                During  the  past  two  years,  Paysafe  Group's  Lost  in
                                                                                          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
                                                                                             Transaction  series  has  highlighted  global  payment  trends.
                                                                                             In its latest installment, researchers surveyed 601 card-not-
                                                                                                 complex,
                                                                                             present (CNP) SMBs in the United States, Canada, United
                                                                                                   May 13, 2019  •  Issue 19:05:01
                                                                                             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
                                                                                             at  Paysafe,  said  the  research  revealed  that  brick-and-
                                                                                    have introduced SMBs to a big-brand experience and new
                                                                                             SMBs in the United States and Canada. Respondents shared interactive, evolving
                                                                                                       IVR systems
                                                                                            mortar retailers aspire to truly innovate at the intersection
                                                                                            of  payments  and  the  in-store  experience.  In  response,
                                                                                    Independent research by global payments provider Paysafe
                                                                                            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
                                                                                   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
                                                                                              "The end goal is to help our customers implement solutions   dual-tone multifrequencies (DTMF) to enable machines to
                                                                                   aggressively targeted by fraudsters.
                                                                                   of  ecommerce  merchants  surveyed  believe  frictionless
                                                                                   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
                                                                                            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
                                                                                           Contributed articles inside by:
                                                                                                      transmit credit card numbers. Over time, service providers
                                                                                   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
                                                                                                      Semafone,  a  data  security  and  compliance  solution
                                                                                              messages  to  broadly  distributed
                                                                                             I it  may  seem  incongruous  to  use
                                                                                                      provider  for  call  centers,  uses  advanced  DTMF  masking
                                                                                           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
                                                                                             becoming adept at representing the people and companies
                                                                                                     (PA-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  [PA-DSS]
                                                                                            "Voice: payments' next integration," The Green Sheet's lead
                                                                                              Continued on page 31
                                                                                            article  in  issue  19:04:01,  examined  the  expanding  role  of
                                                                                                     Adam  Hofman,  product  manager  at  CallRail,  mentioned
                                                                                                     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
                                                                                                     to recognize complex phrases. "These systems are smarter
                                                                                            sentient  machines  are  transforming  transactions  from
                                                                                                    times while improving customer experience," he said.
                                                                                            simple  clicks  into  complex,  interactive  and  contextual
                                                                                            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
                                                                                                     TOC on page 3   Continued on page 31
                                                                                           privacy  and  security  and  enhance  productivity?  Or  will
                                                                                                    Brandes Elitch ........................................................................................24
                                                                                                    Dee and Emily Karawadra .................................................................33
                                                                                                    Peter Spee  ...............................................................................................36
                                                                                                    Adam Atlas  ..............................................................................................38
                                                                  www.greensheet.com
        Cover Story                                            Education
          COVID-19 driving debit card, contactless payments ........1  Affiliate marketing 101 .................................................................26
           By  Patti  Murphy                                      By Nicholas P. Cucci, C.F.E.,  Fluid Pay LLC
           During the COVID-19 pandemic U.S. consumers are using less   An affiliate marketer promotes products from one or more com-
           cash, more inclined toward debit than credit cards, and becoming   panies and makes commissions off the sales. If you can put in the
           much more comfortable with contactless payments.       effort, this opportunity could be for you.
        News                                                     Improve your business with in-store mobility ..................28
                                                                  By Lee Jones,, Ingenico Enterprise Retail
          News Briefs:
                                                                  Many consumers now have favorite payment methods they
          FTC slams Fiserv over fraud involving First Data .............10  expect to be offered to them. In-store mobility and onmichannel
          FinTech Forward 2020 celebrates the digital future .......10  options can help provide what they want.
          Virtual futurecast explores contactless future ..................10  Feature
          PPP borrowers get more time to spend, repay funds ....10  Working together to harness AI's power .............................29
          Industry Update ...............................................................................11  A new multimedia campaign will offer helpful tools, resources and
        View                                                      thought-provoking content designed to improve awareness and
                                                                  use of automation and artificial intelligence.
          The very point of sale:
          Are you asking the right questions? ......................................15  New Product
           By Dale S. Laszig , DSL Direct LLC                    Boost ROI with customized software development  ......30
           Effective questions can help close a sale or capture the essence
           of a problem. Whether they arise spontaneously or are planned,   Inspiration
           great questions have common characteristics.          Put your best face forward ..........................................................31
        Company Profile                                        Departments
          Payroc:                                                Letter From the Editors ....................................................................5
          A legacy like no other ....................................................................19  Readers Speak:
        Education                                                Facilitating contactless payments ..............................................8
          Street Smarts SM                                       Spotlight Innovators ......................................................................16
          Mediocrity ...........................................................................................24  Resource Guide .................................................................................32
           By Marc Beauchamp, Bankcard Life                      Advertiser Index ...............................................................................38
           As things begin to shift to a more positive outlook, it's time to
           discuss high-performance strategies that play a major role in the
           results we produce across our businesses and lives.
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