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InsideGS
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-
May 13, 2019 • Issue 19:05:01
complex,
present (CNP) SMBs in the United States, Canada, United
Kingdom, Germany and Austria and 306 card-present
and the customer experience.
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
mortar retailers aspire to truly innovate at the intersection
IVR systems
of payments and the in-store experience. In response,
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
POS solutions.
Group found SMBs struggle with "competing priorities" in
and service discussions to needs assessment and solution
their efforts to balance frictionless checkouts with payment
security. Lost in Transaction: The future of payments for SMBs,
selling, he noted. Direct and indirect sales representatives
have been centering conversations with merchants about
published by Paysafe in October 2018, found 54 percent
Contributed articles inside 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
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
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
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
Jeh Holsomback ...................................................................................20 deliver targeted
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
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
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
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
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
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 Views
Advisory Board: How advanced acquiring can cover
Insights from 2020, plans for 2021 – Part 3 ..........................1 all in-store and online needs .....................................................31
This is the final article of a series in which Green Sheet Advisory By Lee Jones, Ingenico, a Worldline brand
Board members share insights on transitioning from 2020, a year Merchants are under pressure to up their game and redesign and
of unprecedented challenges, to 2021, a year of hope. restructure every aspect of the customer journey as the world
News around them rapidly shifts to digital channels.
Six predictions for financial services in 2021 .....................33
News Briefs:
By Michael Magrath, OneSpan
UK Supreme Court ruling could The financial sector's increased digitization in 2020 created a
cost Mastercard billions ...............................................................10 need to improve tools for identifying and stopping fraud. With a
ATM industry honors LeRoy Huntimer ..................................10 brighter future ahead, here are six predictions for 2021.
Vanderhoof leaves smarter, stronger Education
payments sphere .............................................................................10 Street Smarts SM
Brace for heightened fraud in 2021, experts warn .........11 Is it time to expand your offering? ..........................................28
Visa pumps brakes on interchange rate hikes ...................11 By Marc Beauchamp, Bankcard Life
New products or services will create new revenue opportunities
Industry Update ...............................................................................12 for ISOs and MLSs in 2021, but it's essential to conduct research in
key areas before launching something new.
Tradeshow News ..............................................................................36 Nine New Year's resolutions for
After pivoting to an all-digital format in 2020, the MPC Digital small business success ..................................................................30
Commerce Event plans to significantly expand the conference's By Chad Otar, Lending Valley
scope with the help of new partners.
A new year can breathe new life into your business if you plan for
Company Profile it. Make a fresh start for your business by setting resolutions for
greater ease, fewer debts and more profits.
VizyPay: New Products
Payment processing by SMBs for SMBs ...............................23
Views Secure voice response system for unattended POS .......35
Insider's report on payments: Comprehensive, contextual security for the cloud .........36
A new payments landscape ........................................................17 Inspiration
By Patti Murphy, ProScribes Inc. The post-pandemic future ..........................................................37
The new norms brought on by the pandemic are forcing many
consumers and merchants to rethink preferences for legacy pay- Departments
ments, like cash, and find new ways to stretch their dollars. Letter From the Editor ......................................................................5
Four predictions for fintech and payments in 2021 .......18 Readers Speak:
By Richard Hodgson, Global Processing Services TSYS unfazed by ransomeware attack .....................................8
After a year of overwhelming challenges and tremendous Spotlight Innovators ......................................................................20
resilience, ingenuity and innovation, it's time dive into 2021 and Resource Guide .................................................................................37
predict what the main trends and challenges will be. Advertiser Index ...............................................................................46
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