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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-
attitudes about payment acceptance methods, innovation
set of challenges.
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
POS solutions.
Independent research by global payments provider Paysafe
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
Contributed articles inside by: transmit credit card numbers. Over time, service providers
published by Paysafe in October 2018, found 54 percent
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
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
vulnerable to fraud. Seventy-six percent reported feeling
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
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
messages to broadly distributed
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
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
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
they serve. It's not always easy to differentiate between
application partners valuable time and costs that would
otherwise have gone towards achieving the [PA-DSS]
"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
that advanced speech recognition has enabled IVR systems
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.
jobs? privacy and security and enhance productivity? Or will 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
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 Insights and Expertise Continued on page 31
The changing chargeback landscape .......................................1 Turbulent financial markets
By Patti Murphy limit financing for businesses ....................................................30
By Chad Otar, Lending Valley
Visa’s updated VAMP consolidates fraud and dispute monitoring
programs, introduces stricter thresholds, and aims to enhance fraud Financial markets are going through unprecedented change. Busi-
prevention for acquirers and merchants worldwide. nesses, both large and small, will find it tough to get financing. This
News article delves into the conditions causing this.
The UK's push for resilience – If your
News Briefs: payment provider fails, so do you ..................................32
Global, FIS trade places ...................................................................8 By Ryta Zasiekina, Concryt
Cap One gets final OK to acquire Discover .............................8 This article explains the UK's PS21/3 regulation, why payment resil-
ience matters, and how merchants can protect revenue by choosing
Check usage, fraud plague corporations, AFP finds ..........8
providers prepared for serious disruptions.
Same-day ACH approaches $1 trillion mark .........................8 Are issuers losing the FX game
The good, the bad and the ugly of BNPL.................................8 to merchants like Uber? ...................................................34
By Chris Jones, PSE Consulting
Industry Update ...............................................................................10
Multi-currency pricing is reshaping cross-border ecommerce. Ac-
Insights and Expertise quirers have new opportunities to support merchants with FX tools
Street Smarts that boost conversions, loyalty and global reach.
SM
Are suits still required for sales? .............................................16 New Products
By Allen Kopelman, Nationwide Payment Systems Inc.
Scalable, empowering tools for SMB success ....................38
Have you considered the evolution of workplace dress codes, from
suits to sweatpants, and how adapting to casual trends can boost Modernize B2B payments with
sales success in today's fintech world? AI-driven vendor management ................................................39
Balancing act: The high stakes of Inspiration
ISO settlement reconciliation ...................................................19 Staying nimble in uncharted economic waters ...............41
By Ken Musante, Napa Payments and Consulting
Departments
It's essential to remember that proper reconciliation is critical for
ISOs and processors—and small oversights in settlement accounts Letter From the Editor ......................................................................5
can lead to massive financial losses. Spotlight Innovators ......................................................................21
The ERA of tokenization is now ................................................28 DateBook .............................................................................................40
By Anne Willem de Vries. Silverflow Resource Guide .................................................................................42
Advertiser Index ...............................................................................46
Find out how tokenization enhances payment security, reduces
fraud and improves transaction success—transforming digital pay-
ments into safer, seamless experiences.
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