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                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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