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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-
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
ing, analysts predict more retail growth in 2019,
Conversational commerce:
particularly in the evolving small and midsize
O. B. Rawls IV , chief commercial officer, payment processing
B business (SMB) sector. Advanced technologies
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
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
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
"The end goal is to help our customers implement solutions 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
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
deep dive into today's SMB market. It takes a deep dive
Contributed articles inside by:
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
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
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
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-
Bill Pirtle ...................................................................................................42
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(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]
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
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
expressions of our interests, personalities and lifestyles.
simple clicks into complex, interactive and contextual
times while improving customer experience," he said.
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
Manifesting our digital commerce destiny – Part 3 ...........1 Street Smarts SM
By Dale S. Laszig Surround yourself with the right people .............................24
This is the final article in a series featuring payments leaders By Marc Beauchamp, Bankcard Life
adapting and innovating amid the COVID-19 pandemic and push- Who you spend time with will determine your trajectory in life.
ing us toward realizing digital commerce's full potential. Indeed, the people you spend the most time with affect your way
News of thinking, self-esteem, behavior and self-imposed expectations.
Legal ease:
News Briefs: Legal culture in payments ...........................................................26
Black Friday different, not dead, says Shopify Plus ........10 By Adam Atlas, Attonery at Law
Analysis of publicly reported Most companies have a corporate culture, and that culture is pres-
data breaches available................................................................10 ent in business relations and in legal work. This affects contract
negotiations between ISOs and processors.
Study links first-time users to digital abuser .....................10 New Product
Fintech honors 25 women leaders ..........................................10
Take command with centralized
Industry Update ...............................................................................12 merchant management ................................................................28
Company Profile Inspiration
Ordermark Leap into the year-end holidays ...............................................30
Streamlined mobile order management .............................19 Departments
Education Letter From the Editors ....................................................................5
Do's and don'ts for MLSs during COVID-19 .........................16 Readers Speak: Lax anti-money laundering efforts ..........8
By Jeff Fortney, Signature Payments Spotlight Innovators ......................................................................17
You can structure a sales plan that will differentiate you from Resource Guide .................................................................................32
competing MLSs and protect your residual income by adhering to Advertiser Index ...............................................................................38
certain guidelines.
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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