Page 3 - gs250702

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,
In its latest installment, researchers surveyed 601 card-not-
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
SMBs in the United States and Canada. Respondents shared interactive, evolving
at Paysafe, said the research revealed that brick-and-
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
security, data protection, business management tools and
published by Paysafe in October 2018, found 54 percent
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
vulnerable to fraud. Seventy-six percent reported feeling
voice response (IRV) systems and dial modems began to
"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
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
messages to broadly distributed
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
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? they encroach on personal 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
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
Good news in payments you might have missed ................1 When visual checks fail: Continued on page 31
Adam Atlas ..............................................................................................38
By Patti Murphy Why retailers need POS‑integrated ID scanners ...........28
By Elie Y. Katz, National Retail Solutions (NRS)
Despite challenges, the payments industry is seeing growth in small www.greensheet.com
business sales, faster payments, regulatory clarity and investments Fake IDs are increasingly sophisticated, making manual age checks
in innovation, offering ample reasons for optimism. unreliable. POS-integrated ID scanners can improve accuracy,
compliance and operational efficiency.
News
From silos to synergy through back‑office integration 30
News Briefs: By Michael Meeks, BHMI
Stakeholders tackle AI‑fueled To keep pace with front-end innovations, payment providers are
fraud in Web3, digital channels ...................................................8 modernizing siloed back-office systems, integrating reconciliation,
settlement and dispute workflows into unified ecosystems.
A penny for your thoughts, err that POS device ..................8
What banks and payment providers
Bye, bye federal checks ....................................................................8
expect in a startup's business plan .................................34
AppOmni report finds urgent gaps By Viktoria Soltesz , PSP Angels
in SaaS security readiness ..............................................................8 Learn why startup business plans must prioritize banking strategy,
Aussies to slash interchange, ban surcharging ...................8 risk and compliance to gain acceptance from payment providers
and avoid costly, credibility-damaging missteps.
Industry Update ...............................................................................12 The psychology of payment choice:
Insights and Expertise Tips to boost conversion ..............................................................36
By Zaki Farooq, PayFuture
Street Smarts
SM
Are you selling products or processing? ..............................16 Understanding the psychology behind payment choices helps mer-
By Allen Kopelman, Nationwide Payment Systems Inc. chants improve conversion by aligning checkout experiences with
consumer expectations, trust signals, local habits and more.
As third-party providers monetize payments, ISOs must own their New Products
tech stacks to protect merchant accounts, preserve residuals and
stay competitive in our rapidly evolving industry. Elevate eSignature trust with
Technology integration fuels new AI‑powered ID verification ..........................................................38
era for payments industry ...............................................18 Help merchants fuel ecommerce
By Dustin Magaziner, PayBright growth with fast, flexible capital .............................................39
Agents are worth betting on. They're becoming savvy consultants, Inspiration
bringing powerful business software to merchants and driving
growth through expertise, support and tailored solutions Lean in. Stay curious. Embrace the stretch. .......................41
Demystifying ecommerce skimming: Departments
What merchants need to know .................................................20 Letter From the Editor ......................................................................5
By Chris Bucolo, Aperia Compliance, an IXOPAY company
Spotlight Innovators ......................................................................22
E-skimming evolves as attackers target merchant checkout scripts. DateBook .............................................................................................40
New PCI DSS v4.0.1 rules aim to help—but confusion over third- Resource Guide .................................................................................42
party responsibility puts merchants at risk.
Advertiser Index ...............................................................................46
3