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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.
complex,
May 13, 2019 • Issue 19:05:01
In its latest installment, researchers surveyed 601 card-not-
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
IVR systems
of payments and the in-store experience. In response,
POS solutions.
Independent research by global payments provider Paysafe
Paysafe's sales discovery process has evolved from price
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
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
Contributed articles inside by: transmit credit card numbers. Over time, service providers
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
vulnerable to fraud. Seventy-six percent reported feeling
"The end goal is to help our customers implement solutions
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. Adam Hofman, product manager at CallRail, mentioned
innovating in the space. Part 2 will examine how merchant
any device, digital assistants help
messages to broadly distributed
n a world where anyone anywhere can transact on
Semafone, a data security and compliance solution
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-
Bill Pirtle ...................................................................................................42
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
certification themselves," he added.
(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
Continued on page 31
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
Cover Story jobs? they encroach on personal Contributed articles inside by:
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.
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
privacy and security and enhance productivity? Or will
Insights and Expertise moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Money, from pucca shells to bitcoin: a primer .....................1 On-chain transfers – the shift Continued on page 31
By Patti Murphy traditional finance can't ignore ......................................28
By David Unsdorfer, Clear Junction
From seashells to digital wallets, money has evolved with civiliza- www.greensheet.com
tion. Today, the Bitcoin network, stablecoins and blockchain are On-chain transfers, led by stablecoins, are redefining global pay-
reshaping the global finance landscape. ments. Find out why banks and fintechs must adapt now—or risk
News falling behind.
What Gen Alpha expects from
News Briefs: the future of payments .................................................................30
Genius move strengthens CCCA support ................................8 By Azimkhon Askarov, Concryt
New Visa program advances embedded payments...........8 Gen Alpha is forming digital-first habits that will reshape payments.
How can providers meet their expectations before they become
U.S. Payments Forum launches EMV 3DS Mini-Series ......8
demands?
FIS innovates to prevent POS debit card declines ..............8
The winning formula for agent
Green Sheet interviews ParaScript's support: training + technology ................................................32
Emiliano Giacchetti ............................................................................8 By Jennifer Lee, Intradiem
Industry Update ...............................................................................12 Supportive tools, training and wellness strategies help contact cen-
ter agents manage stress, prevent burnout and improve customer
Insights and Expertise service at payments and fintech enterprises.
Street Smarts Merchant processing: Call report reporting ......................34
SM
PayTech Women, 20 years strong ............................................16 By Ken Musante, Napa Payments and Consulting
By Allen Kopelman, Nationwide Payment Systems Inc. You can use FFIEC call report data to compare bank processing
Networking means more than leads—it’s about relationships. volume, growth and risk, as well as discover how smaller banks
Discover how one nonprofit is empowering fintech professionals leverage merchant processing beyond their asset size.
through community, mentorship and next-level opportunities. New Products
Cutting swipe fees:
A game changer for restaurant margins .............................18 Compact, modern self-checkout
By Austin Mac Nab, VizyPay experience for micro markets ....................................................36
With razor-thin margins, restaurants must control costs. This article Advanced hub to automate invoicing, reconciliation ...37
explores how the right payment processing solutions can reduce Inspiration
swipe fees and improve financial sustainability.
Supporting a struggling team member ...............................41
Combat digital payments fraud and
shine as a nontraditional lender ..............................................20 Departments
By Chad Otar, Lending Valley Letter From the Editor ......................................................................5
Nontraditional lenders face higher fraud risks. Strong digital pay- Spotlight Innovators ......................................................................21
ment checks can reduce defaults, boost profits and build trust in this DateBook .............................................................................................39
fast-evolving sector. Resource Guide .................................................................................42
Advertiser Index ...............................................................................46
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