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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.
May 13, 2019 • Issue 19:05:01
In its latest installment, researchers surveyed 601 card-not-
complex,
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
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
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
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
"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
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
findings and commentary by payments industry leaders
began to mask DTMF sounds to prevent criminals from
innovating in the space. Part 2 will examine how merchant
TOC on page 3 machines and humans on the phone, email or online chat. Adam Hofman, product manager at CallRail, mentioned
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-
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
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

Cover Story jobs? they encroach on personal Contributed articles inside by:
voice technologies in payments. This article explores how
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
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
Bitcoin, stablecoins and the point of sale ...............................1 From vulnerable to vigilant: Continued on page 31
Adam Atlas ..............................................................................................38
By Patti Murphy AP automation in action .............................................................30
By Darin Horrocks, REPAY
Move over Visa and Mastercard—bitcoin and stablecoins are gain- www.greensheet.com
ing ground at the point of sale, with major players and policymakers As digital payments rise, AP automation and advanced fraud tools
driving rapid change. are essential for safeguarding operations, streamlining workflows,
News and protecting vendor relationships from increasingly sophisticated
attacks.
News Briefs: Solving the real issues in
The ugly side of BNPL .......................................................................8 cross-border payment systems .................................................32
ByZaki Farooq, PayFuture
Resilience required amid global tariff turbulence .............8
Businesses are looking for solutions that combine local insight,
Is Credit Card Competition Act a genius idea? .....................8
technical reliability and regulatory understanding.
Mastercard, PayPal partner, PayPal goes physical .............8
Creating a cashless society: Are we moving too fast? ...34
Illinois legislature votes to delay By Michelle Comfort, PSE Consulting
controversial interchange law ......................................................8
As cash use declines, concerns grow over access for unbanked and
Industry Update ...............................................................................12 budget-conscious consumers. This article explores strategies to
preserve cash as a vital financial lifeline.
Insights and Expertise
Capital One + Discover: A radical rewiring of revenue ..36
Street Smarts By Tarun Singh, Disputed
SM
Let's level-up payments industry certifications ..............16 Following its acquisition of Discover, Capital One is rewiring trans-
By Allen Kopelman, Nationwide Payment Systems Inc. action money flows to redirect billions into its own ecosystem.
Is it time to enhance the ETA's Certified Payments Professional (CPP) New Products
program with greater visibility, ethics, accountability and affordabil-
ity to elevate the payments profession? Remove tech barriers for fast, frictionless payments ....37
Creative marketing strategies Strengthen AML compliance
for your HVAC customers .............................................................18 with nonstop risk monitoring ...................................................38
By Jaki Kackert, Creative Marketing Consultant
Inspiration
Learn how to market payment solutions to HVAC businesses using
targeted outreach, industry knowledge, integrated tools and value- Vacation-proofing your payments business .....................41
driven messaging to boost engagement and sales. Departments
Security retail: The integrated POS advantage .................28 Letter From the Editor ......................................................................5
By Elie Y. Katz, National Retail Solutions (NRS) Spotlight Innovators ......................................................................21
Patented panic alarm tech embedded in POS systems offers dis- DateBook .............................................................................................39
creet, affordable physical security for merchants—marking a signifi- Resource Guide .................................................................................42
cant innovation in retail protection and payment processing. Advertiser Index ...............................................................................46
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