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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
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
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. Adam Hofman, product manager at CallRail, mentioned
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
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
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
certification themselves," he added.
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]
"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? privacy and security and enhance productivity? Or will Contributed articles inside by:
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
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
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
Insider's report on payments Insights and Expertise Continued on page 31
Adam Atlas ..............................................................................................38
The mainstreaming of cryptocurrencies .................................1 Lessons from COVID-19 can apply today .......................30
By Patti Murphy www.greensheet.com
By Allen Bonde , TreviPay
Stablecoins are gaining momentum as payment platforms, draw- Amid global uncertainty, businesses can learn to build trust, adapt
ing interest from regulators, banks, fintechs and merchants seeking operations, leverage AI and localize supply chains—turning a po-
faster, cheaper, borderless transaction alternatives.
tential crisis into a catalyst for innovation.
News Beyond the buzzword:
News Briefs: How to tell if your orchestrator is the real deal.................32
By Jacob Spencer, BR-DGE
NY says no to cashless stores ........................................................8
Orchestration is no longer optional for enterprise merchants. The
Block to roll out bitcoin payments on Square ......................8 real challenge? Finding infrastructure-first platforms that truly de-
Fiserv is betting on stablecoins ...................................................8 liver flexibility, control, resilience and scale.
Regulators want to help FIs fend off fraudsters ..................8 A view from the UK: APP, where are we now? ....................34
Walmart hit with $10M fine for By Roger Alexander, Chargebacks911
turning blind eye to scammers ....................................................8 UK reforms targeting APP fraud boost consumer reimbursements
but strain fintechs, reshape fraud tactics, and spark global debate
Industry Update ...............................................................................12 over liability, prevention and real-time payments.
Insights and Expertise Craft compelling narrative:
PR strategies for fintech founders ...........................................36
Street Smarts By Angela Yore, SkyParlour
SM
Why you and your merchants need B2B payments ........16
By Allen Kopelman, Nationwide Payment Systems Inc. In fintech, storytelling is a strategic advantage. Learn how a compel-
ling narrative can elevate your brand, build trust and drive growth in
Do your merchants know how B2B payment solutions, like com- a competitive market.
mercial cards and virtual tools, can improve cash flow, reduce fraud,
lower costs and streamline operations for business owners? New Products
Visa tightens rules for commercial data incentives ........18 Deliver speed, flexibility, ISO 20022 support ....................38
By Ken Musante and Elaina Smith Streamline AP with embedded payments solution ........39
Napa Payments and Consulting, Secure Bancard
Inspiration
Did you know: Visa is tightening standards for Level 2 and 3 data,
adding new fees and machine learning validation to its CEDP pro- Turn stumbles into stepping stones ......................................41
gram, significantly impacting acquirers and merchants. Departments
Combat check fraud with advanced
detection technologies .................................................................28 Letter From the Editor ......................................................................5
By Todd Robertson, ARGO Spotlight Innovators ......................................................................21
DateBook .............................................................................................40
Despite declining check usage, fraud remains rampant. Financial
institutions must adopt AI-powered, real-time tools to detect fraud Resource Guide .................................................................................42
attempts more effectively than outdated systems allow. Advertiser Index ...............................................................................46
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