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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
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
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
of payments and the in-store experience. In response,
IVR systems
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,
published by Paysafe in October 2018, found 54 percent
have been centering conversations with merchants about
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
vulnerable to fraud. Seventy-six percent reported feeling
Payment technology's evolution began when interactive
"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
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
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
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
Bill Pirtle ...................................................................................................42
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
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
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
Continued on page 31
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
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
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 Education
SM
Lawmakers eye fixes for ‘broken’ card system ......................1 Street Smarts
By Patti Murphy Tradeshows: Show up and reap prime benefits ................28
By Natasa Cvijanovic, Tesla Payments
Sen. Richard Durbin called executives from Visa and Mastercard
before the Senate Judiciary Committee, which he chairs, to protest While many industries continue to host virtual events as the pan-
recent interchange increases. Discussions were spirited. demic enters its third year, most payments industry events have
returned to in-person activities. That's a boon for us.
News
Don't skirt cash discount and surcharging rules ..............30
News Briefs: By Ken Musante, Napa Payments and Consulting
SMBs face multiple challenges, studies find ......................10 Surcharging and cash discounts are governed by a patchwork of
ETA's Talbott addresses Capitol Hill hearing ......................10 card brand rules and laws, and though they are similar, there are
distinctions that merchants and acquirers must respect.
Chase pulls out all the stops
for Small Business Week ...............................................................10 Boost profit, increase sales with BNPL .................................32
ETA, MSB leaders publish AML guidance .............................10 By Sherrie Bryant, VyaPay
BNPL has been compared to layaway, installment plans and other
Industry Update ...............................................................................12 types of retail financing, but its pricing, risk models, technology
View and customer experience are different. Find out how.
New Products
The very point of sale:
Stone soup with Obsidian Banking ........................................16 Protect data, end to end, with
By Dale S. Laszig, DSL Direct LLC IT security solutions suite ............................................................35
Like the protagonists in the Stone Soup folktale, one of today's Turbocharge deployments with
rising fintechs began with a galvanizing concept; others are now secure, direct-to-host POS ........................................................36
joining in to beat odds that once seemed insurmountable.
Inspiration
Company Profile
The imperative to be prepared .................................................37
Aevi : Departments
Manage all transactions, devices
on one open platform....................................................................23 Letter From the Editor ......................................................................5
Readers Speak:
CAR a visionary country for embracing Bitcoin ...................8
Spotlight Innovators ......................................................................20
Datebook .............................................................................................34
Resource Guide .................................................................................39
Advertiser Index ...............................................................................46
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