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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-
complex,
May 13, 2019 • Issue 19:05:01
present (CNP) SMBs in the United States, Canada, United
Kingdom, Germany and Austria and 306 card-present
and the customer experience.
uoyed by reports of record 2018 holiday spend-
set of challenges.
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
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
mortar retailers aspire to truly innovate at the intersection
IVR systems
of payments and the in-store experience. In response,
POS solutions.
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
Group found SMBs struggle with "competing priorities" in
and service discussions to needs assessment and solution
their efforts to balance frictionless checkouts with payment
selling, he noted. Direct and indirect sales representatives
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
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
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
"The end goal is to help our customers implement solutions
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
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
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
Bill Pirtle ...................................................................................................42 at Semafone, noted that Cardprotect 4.0 is Payment Card
any device, digital assistants help
messages to broadly distributed
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
Cover Story Education TOC on page 3 machines and humans on the phone, email or online chat. that advanced speech recognition has enabled IVR systems
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
Martina Jeronski ...................................................................................36 machines to per-
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(PA-DSS) certified. "We are literally saving our payment
certification themselves," he added.
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
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.
AI's evolution from predictive to prescriptive .....................1 Street Smarts jobs? they encroach on personal moments and take away our Peter Spee ...............................................................................................36
SM
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
Contributed articles inside by:
homes and connected workplaces. Will AIs respect our
privacy and security and enhance productivity? Or will
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
By Dale S. Laszig Identify your targets, the top tenet for sales success ....28
TOC on page 3
Adam Atlas ..............................................................................................38
Experts who develop and deploy artificial intelligence programs By Jeff Fortney, Signature Payments Continued on page 31
www.greensheet.com
discuss AI's evolution and offer insights into the interplay between When reinvigorating or restarting sales efforts, the secret sauce is
predictive AI machines and their human creators. to adopt five basic tenets for creating a workable sales plan, start-
News ing with identifying your targets.
Bid farewell to limits with B2B ..................................................30
News Briefs: By Roger McNamara, Guide2Interchange LLC
Hackers exploit Accenture vulnerability ..............................10 Unlike in B2C, the B2B network lacks openness and willingness to
Mastercard saying 'bye' to mag stripes ................................10 accept cards primarily due to negative pricing perceptions. MLSs
can overcome this with a compelling value proposition.
Payments industry celebrates 2021 Inc. 5000 ...................10
Equipment for thriving businesses:
2020 debit volumes surpassed credit for first time ........10
a lucrative market............................................................................32
T-Mobile, AT&T security breaches By Elie Y. Katz, National Retail Solutions
put millions at risk ..........................................................................12
A powerful POS system integrated with reliable credit card pro-
Industry Update ...............................................................................13 cessing can help store owners be more organized, attract custom-
ers and increase revenue. The key is to match equipment to needs.
View
New Products
Insider's report on payments : Protect and authenticate with
Debit routing debate portends real-time facial recognition ........................................................34
more industry scrutiny..................................................................18
By Patti Murphy, ProScribes Inc. Ultrasonic technology for full, touchless commerce ......35
The Fed will likely change its debit routing rules, requiring mer- Inspiration
chants be allowed to choose which network processes debit card A time to dig deep ...........................................................................36
payments they accept—despite objections from big players. Departments
Company Profile
Letter From the Editor ......................................................................5
MerchantE: Readers Speak:
Commanding, nimble end-to-end Challenges of real-time payments dispute processing ....8
processing partner..........................................................................23 Spotlight Innovators ......................................................................20
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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::
Your Press Release
pay attention, and you’ll advance your brand.
Send your press releases to press@greensheet.com.
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