Page 3 - GS230201

InsideGS

Empowering and connecting Enterprise selling in an
January 14, 2019 • Issue 19:01:01
today’s payments professionals By Dale S. Laszig present (CNP) SMBs in the United States, Canada, United
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
During the past two years, Paysafe Group's Lost in
Transaction series has highlighted global payment trends.
and the customer experience. complex,
In its latest installment, researchers surveyed 601 card-not-
May 13, 2019 • Issue 19:05:01
Kingdom, Germany and Austria and 306 card-present
set of challenges.
attitudes about payment acceptance methods, innovation
uoyed by reports of record 2018 holiday spend-
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
SMBs in the United States and Canada. Respondents shared interactive, evolving
at Paysafe, said the research revealed that brick-and-
IVR systems
mortar retailers aspire to truly innovate at the intersection
POS solutions.
Independent research by global payments provider Paysafe
Paysafe's sales discovery process has evolved from price
of payments and the in-store experience. In response,
and service discussions to needs assessment and solution
Group found SMBs struggle with "competing priorities" in
their efforts to balance frictionless checkouts with payment
selling, he noted. Direct and indirect sales representatives
have been centering conversations with merchants about
security. Lost in Transaction: The future of payments for SMBs,
of ecommerce merchants surveyed believe frictionless
published by Paysafe in October 2018, found 54 percent
that enable them to better their business," Rawls said. "By replace phoned-in payment card authorizations. Like Morse
security, data protection, business management tools and
aggressively targeted by fraudsters.
transactions, such as in-app payments, make them more
voice response (IRV) systems and dial modems began to
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
By Dale S. Laszig
code, early touchtone phones linked numeric values with
Semafone,
Contributed articles inside by:
a data
dual-tone multifrequencies (DTMF) to enable machines to
This is the first article in a two-part series that takes a
transmit credit card numbers. Over time, service providers
eavesdropping on sensitive payment card data.
deep dive into today's SMB market. It takes a deep dive
into evolving SMB environments and includes research
began to mask DTMF sounds to prevent criminals from
security
findings and commentary by payments industry leaders
and
TOC on page 3 becoming adept at representing the people and companies certification themselves," he added. compliance solution
innovating in the space. Part 2 will examine how merchant
any device, digital assistants help
messages to broadly distributed
provider for call centers, uses advanced DTMF masking
n a world where anyone anywhere can transact on
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
I it may seem incongruous to use
at Semafone, noted that Cardprotect 4.0 is Payment Card
Steve Norell ............................................................................................34audiences. While
Martina Jeronski ...................................................................................36 machines to per-
Nicholas Cucci ........................................................................................40
Bill Pirtle ................................................................................................... 42
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(P A-DSS) certified. "We are literally saving our payment
they serve. It's not always easy to differentiate between
application partners valuable time and costs that would
otherwise have gone towards achieving the [P A-DSS]
machines and humans on the phone, email or online chat.
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
article in issue 19:04:01, examined the expanding role of
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
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
jobs? homes and connected workplaces. Will AIs respect our Contributed articles inside by:
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
TOC on page 3 Continued on page 31
privacy and security and enhance productivity? Or will
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Education
Transparency, a payments game-changer .............................1 Street Smarts
SM
By Dale S. Laszig Accept no and get closer to yes ................................................28
How does one define a concept like transparency in digital com- By Natasa Cvijanovic, Tesla Payments
merce? Definitions tend to vary across the commerce value chain. What's your reaction when you receive a no? Do you ignore the
What does transparency mean for the payments industry? prospect's wishes and keep selling to them, or do you accept their
rejection and attempt to connect in another way?
News
News Briefs: Retail technology trends in the new year ............................30
By Elie Y. Katz, National Retail Solutions
CFPB considers nonbank naughty list ...................................10
Retailers are looking for ways to improve their customers' shop-
NRF 2023 notes resilience, shifting preferences ..............10 ping experiences. A critical factor is leveraging technology to
2022 holiday sales rose 5.3 percent .......................................10 upgrade their stores to create personalized shopping experiences.
EU to enforce cyber resilience ...................................................10
Offering BNPL options in 2023 .................................................34
Big banks planning new digital wallet ..................................11 By Bill M. Petti, Global Legal Law Firm
Merchants fight fraud with AI, automation ........................11 BNPL is flourishing post-pandemic. Lack of transparency, lead-
Industry Update ...............................................................................12 generation acquisition model, and risk of default and chargebacks
are factors to consider when choosing a BNPL partner.
View
Insider's report on payments: New Products
The lowdown on crypto ................................................................18 Help merchants scale with
By Patti Murphy, ProScribes Inc. fair, ethical, fee-free lending ......................................................36
The crypto market is experiencing a rough patch, with crashing Stop friendly fraud chargebacks
values and bankrupt exchanges leading to competing calls for fast with predictive analytics .....................................................37
government action, but whatever ensues, crypto is here to stay. Inspiration
What you can do to stop human Are you getting enough shuteye? ...........................................38
traffickers in the digital age .......................................................20
By Maya Shabi, EverC Departments
It's unthinkable, but today, traffickers take advantage of digital Letter From the Editor ......................................................................5
payment processing, regulatory loopholes and fraudulent prac- Readers Speak:
tices to commit crimes. But you can help stop them. Fintech experts offer 2023 predictions ....................................8
Resource Guide .................................................................................39
Company Profile Advertiser Index ...............................................................................46
OvationCXM,:
Future-proof customer experience
with industry-leading tools .......................................................23
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