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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
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
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
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.
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
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
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
By Dale S. Laszig
code, early touchtone phones linked numeric values with
This is the first article in a two-part series that takes a
dual-tone multifrequencies (DTMF) to enable machines to
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
n a world where anyone anywhere can transact on
messages to broadly distributed
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
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
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
(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
Cover Story jobs? they encroach on personal Contributed articles inside by:
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
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
privacy and security and enhance productivity? Or will
TOC on page 3
Insights and Expertise moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
GS Advisory Board AI-powered product recommendations Continued on page 31
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
AI in action: are reshaping retail success .......................................................28
What's working in payments and what's not ........................1 www.greensheet.com
By Elie Y. Katz, National Retail Solutions (NRS)
GS Advisory Board members explore AI's impact on payments, high- AI-powered product recommendations help independent retailers
lighting successes, failures and risks, while considering how AI could optimize inventory, boost sales and improve cash flow by turning
reshape ISOs and redefine value in the industry. POS data into actionable insights.
News Digital lessons from across the Pond:
Reimagining U.S. banking through the UK model ..........30
News Briefs: By Mark Van Horn, Giesecke+Devrient
Toast ups the ante with new handheld POS ..........................8 The UK’s digital banking boom offers lessons for U.S. banks, high-
Fiserv in the hot seat .........................................................................8 lighting customer-centric design, fintech integration, and infrastruc-
ture modernization as keys to future competitiveness.
PayPal moves to mainstream crypto payments ..................8
New U.S. Payments Forum resources aim From MCAs to AI-powered cash-flow intelligence:
Alternative financing is growing up .......................................32
to strengthen mobile, contactless security ...........................8
By Chad Otar, Lending Valley
Merchants win latest skirmish AI is recasting MCAs, transforming underwriting, pricing, forecasting
over debit interchange ....................................................................8
and repayment into ongoing, data-driven partnerships that boost
Industry Update ...............................................................................10 SMB cash flow, transparency and resilience.
How wallets and embedded finance are
Insights and Expertise reshaping merchant-acquirer value .......................................34
Street Smarts By Ross Taylor, Lloyds Merchant Services
SM
Stop missing out on cross-border payments .....................16 Merchants expect seamless digital wallets and embedded finance.
By Allen Kopelman, Nationwide Payment Systems Inc. Success hinges on smarter infrastructure that turns complex pay-
Cross-border leaders like Shopify, Stripe, Adyen and Checkout are ment flows into simple, trusted customer experiences.
reshaping payments. ISOs and MLSs must adopt smart routing, New Products
single IDs and better risk management to stay competitive.
Boost approvals, reduce costs with
The gatekeepers you forgot about: PINless debit, optimized routing .............................................37
How banks decide if your business succeeds ....................19
By Viktoria Soltesz, PSP Angels Engage cannabis customers with
digital wallet-based loyalty ........................................................39
Banks and payment providers, not investors, determine whether
startups can operate. Understanding risk, compliance and cross- Inspiration
border fund flows is now a core business function
Chart the course, not just the next step ..............................40
Legal ease: Departments
It's a VAR's world: Legal issues
arising from ISO-VAR deals .........................................................22 Letter From the Editor ......................................................................5
By Adam Atlas , Attorney at Law DateBook ......................................................................................21, 36
VARs are transforming acquiring by bundling payments with their Resource Guide .................................................................................41
core platforms. This article explores legal challenges for ISOs around Advertiser Index ...............................................................................46
data, ownership, compliance and non-solicitation.
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