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InsideGS

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-
present (CNP) SMBs in the United States, Canada, United
complex,
May 13, 2019 • Issue 19:05:01
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
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
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.
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
"The end goal is to help our customers implement solutions 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
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
code, early touchtone phones linked numeric values with
By Dale S. Laszig
This is the first article in a two-part series that takes a
transmit credit card numbers. Over time, service providers
Contributed articles inside by:
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
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added.
innovating in the space. Part 2 will examine how merchant
any device, digital assistants help
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
messages to broadly distributed
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Jeh Holsomback ...................................................................................20 deliver targeted
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
(PA-DSS) certified. "We are literally saving our payment
becoming adept at representing the people and companies
they serve. It's not always easy to differentiate between
application partners valuable time and costs that would
otherwise have gone towards achieving the [PA-DSS]
Continued on page 31
"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
than they were ten years ago, which has helped reduce wait
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
times while improving customer experience," he said.
expressions of our interests, personalities and lifestyles.
simple clicks into complex, interactive and contextual
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
Moving forward through service Street Smarts SM
amid COVID-19 — Part 1 .................................................................1 Responsibility, the route to freedom .....................................24
GS Advisory Board members share insights on how they are man- By Marc Beauchamp, Bankcard Life
aging their businesses, caring for employees, serving merchants We all have the capacity to take responsibility for our results or
and strengthening the payments industry during the pandemic. live from a place of excuses for why we can't have the life we want.
News What will your choice be?
What makes a POS smart? ...........................................................26
News Briefs: By Martina Jeronski, AEVI
DeFi blockchain ecosystem advancing on FIs ...................10 How do you provide merchants with transformational solutions?
Wirecard flameout may threaten third parties .................10 In light of the pandemic's impact on merchants, the industry
needs to deliver solutions that truly make a difference.
FTC, New York State slam MCA company .............................10
Legal ease:
Advertisers, Facebook civil but not reconciled .................10 Wirecard: Legal lessons ................................................................27
Stolen data flood dark web, ATO attacks soar ...................10 By Adam Atlas, Attorney at Law
Financial irregularities, CEO steps down, CEO arrested, operations
Industry Update ...............................................................................12
suspended, bankruptcy. What lessons can we learn from the fall of
View Wirecard?
The very point of sale: New Product
Friday afternoons with Tracy .....................................................15
By Dale S. Laszig, DSL Direct LLC Decimate fraud with embedded browser tool ..................30
The new normal during the pandemic demands much of our time Inspiration
and resources, which can lead to anxiety and frustration; however
it can also lead to new ways to connect and be of service. Appreciating what is ......................................................................31
Company Profile Departments
ToolBox Payment LLC: Letter From the Editors ....................................................................5
Adding payments to the toolbox .............................................19 Readers Speak ......................................................................................8
Spotlight Innovators ......................................................................16
Resource Guide .................................................................................32
Advertiser Index ...............................................................................38
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