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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
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,
Independent research by global payments provider Paysafe
Paysafe's sales discovery process has evolved from price
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
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
Cover Story Education findings and commentary by payments industry leaders Contributed articles inside by: eavesdropping on sensitive payment card data.

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
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
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
dual-tone multifrequencies (DTMF) to enable machines to
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
began to mask DTMF sounds to prevent criminals from
innovating in the space. Part 2 will examine how merchant
Bill Pirtle ...................................................................................................42 (PA-DSS) certified. "We are literally saving our payment
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
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
SM
Steve Norell ............................................................................................34audiences. While
Cash discounting, surcharging go mainstream ...................1 Street Smarts TOC on page 3 machines and humans on the phone, email or online chat. that advanced speech recognition has enabled IVR systems
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
becoming adept at representing the people and companies
certification themselves," he added.
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
Adam Hofman, product manager at CallRail, mentioned
By Patti Murphy , ProScribes Inc. Caring is the foundation our careers are built upon ......30
article in issue 19:04:01, examined the expanding role of

voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
than they were ten years ago, which has helped reduce wait
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
jobs?
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
It wasn't long ago that surcharging and cash discounting were By Jeff Fortney, Signature Payments TOC on page 3
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
met with skepticism. Today, the notion of passing card acceptance After the shock of the COVID-19 pandemic's onset wore off, the
Continued on page 31
costs along to consumers is gaining wide acceptance. best way to tamp down frustration was to reach out to let mer-
www.greensheet.com
News chants and industry partners know they're not alone.
Knowledge is power in the fight against chargebacks .32
News Briefs: By Monica Eaton-Cardone, Chargebacks911
MWAA attracts nearly 1,000 attendees ................................10 Merchants struggling to stop chargebacks are hampered by a
Study highlights fintech diversity, consolidation ............10 knowledge gap between themselves and their financial institu-
tions. This weakens their ability to take charge and protect them-
Major players pumped for BNPL ..............................................10
selves.
NAC wins class action against Visa, Mastercard ...............12 Tradeshow News
Global chip shortage throttles card issuance ....................12
MPC attracts diverse global audience ...................................29
Open banking education needed in US, survey finds ...12
The eleventh annual MPC Digital Commerce Event, the virtual
Industry Update ...............................................................................13 show, which took place from Aug. 17 to 19, 2021, attracted regis-
View trants from numerous industries, countries and organizations.
New Products
Very point of sale:
Bridging the digital commerce divide ...................................17 Safe transactions even on third-party websites ...............34
By Dale S.Laszig, DSL LLC Send, spend, convert crypto with mobile blockchain ...35
As merchants become more adept at transacting digitally, next- Next-gen commerce solutions ..................................................36
gen solutions will continue to provide secure, customer-friendly Inspiration
transactions. Among the contenders is OV Loop.
The need for automated onboarding ....................................19 Make your networking pay off ..................................................37
By Tom Byrnes, LedgerPay Departments
The key to every successful ISO is the ability to onboard new Letter From the Editor ......................................................................5
merchants and get them processing quickly. But what should be a Readers Speak: What's an API? ...................................................8
routine process is often anything but smooth.
Spotlight Innovators ......................................................................21
Company Profile Events ....................................................................................................38
Resource Guide .................................................................................39
Astra Inc.:
Move money securely, seamlessly Advertiser Index ...............................................................................46
with one integration ......................................................................23
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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