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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
ing, analysts predict more retail growth in 2019,
Conversational commerce:
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
of payments and the in-store experience. In response,
IVR systems
Independent research by global payments provider Paysafe
POS solutions.
Paysafe's sales discovery process has evolved from price
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
security, data protection, business management tools and
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: transmit credit card numbers. Over time, service providers
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
"The end goal is to help our customers implement solutions
vulnerable to fraud. Seventy-six percent reported feeling
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
By Dale S. Laszig
code, early touchtone phones linked numeric values with
dual-tone multifrequencies (DTMF) to enable machines to
This is the first article in a two-part series that takes a
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
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
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
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-
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
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]
Cover Story jobs? level salespeople and their Contributed articles inside by:
"Voice: payments' next integration," The Green Sheet's lead
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of

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
than they were ten years ago, which has helped reduce wait
simple clicks into complex, interactive and contextual
times while improving customer experience," he said.
expressions of our interests, personalities and lifestyles.
The article also addresses concerns voiced by merchant
Insights and Expertise customers about AI in smart
homes and connected workplaces. Will AIs respect our
privacy and security and enhance productivity? Or will
Dee and Emily Karawadra .................................................................33
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Winds of change sweep through Washington ......................1 Expedite your marketing efforts through AI ......................26
TOC on page 3
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
By Patti Murphy By Jaki Kackert, Creative Marketing Consultant Continued on page 31
www.greensheet.com
Here is an overview of shifting federal priorities—from credit card Discover how AI tools can streamline your marketing efforts—from
competition and debit caps to CFPB upheaval—as Washington content creation to analytics—helping payments professionals save
reshapes the rules for payments and fintech. time, engage merchants and boost ROI.
News Model governance: The AI risk
financials cannot overlook ..........................................................28
News Briefs: By Karl Mattson, Endor Labs
True cost of fraud escalates, LexisNexis study shows .......8 Banks are diving into large language models, but governance is
Big Tech payments rule is dead....................................................8 critical. Learn how financial institutions can apply proven oversight
principles to manage LLM risks.
Visa's new services designed to power client growth ......8
US Bank's 'essentials' for SMBs Empowering SMB growth through digital lending .......30
By Will Tumulty, Rapid Finance
responsive to pre-tariff survey ...................................................8
Banks can unlock SMB growth by adopting digital lending tools, le-
Shazam sheds merchant services biz ........................................8
veraging data analytics and partnering with fintechs to offer timely,
Industry Update ...............................................................................10 scalable financing amid economic uncertainty.
Insights and Expertise New Products
Street Smarts All-in-one platform for payments intelligence .................32
SM
Embedded finance: Getting from glitter to gold .............18 Facilitate one-tap crypto transactions at the POS ...........33
By Allen Kopelman, Nationwide Payment Systems Inc.
Inspiration
This article explores how embedded finance offers ISOs a path to
sustainable revenue—if they partner wisely and avoid falling for Turning the tax-time scramble
shiny tech without staying power. into next year's success ................................................................35
Unlocking ecommerce growth Departments
in high-growth markets ...............................................................20 Letter From the Editor ......................................................................5
By Guillaume Tournand, Worldline Spotlight Innovators ......................................................................15
High-growth markets in Asia and Latin America are reshaping global DateBook .............................................................................................34
ecommerce. Discover strategies for optimizing cross-border pay- Resource Guide .................................................................................37
ments and seizing opportunities in these dynamic regions. Advertiser Index ...............................................................................42
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::
pay attention, and you’ll advance your brand. Your Press Release
Send your press releases to press@greensheet.com.
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