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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,
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-
attitudes about payment acceptance methods, innovation
set of challenges.
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
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.
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
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
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
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
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
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
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
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
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
jobs? privacy and security and enhance productivity? Or will Contributed articles inside by:
Cover Story Insights and Expertise TOC on page 3
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

they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Reliability at risk: Payments under pressure ........................1 Help SMEs lead in the next era of transactions .................28
Continued on page 31
By Melinda Roylett, Lloyds Merchant Services
By Patti Murphy www.greensheet.com
Payment network outages shake consumer trust and loyalty. Experts SMEs face outdated systems, cost barriers and expertise gaps. How
stress resiliency, backup rails and disaster recovery planning to can payments professionals guide them toward modern solutions
ensure transactions continue despite failures. that boost efficiency, customer loyalty and growth?
News Online healthcare and the challenges ahead for FIs .....30
By Tom Cook, LegitScript
News Briefs:
Online pharmacies offer convenience but expose consumers and FIs
Shift4 helps Blue Origin accept crypto for space travel ...8 to rising fraud, counterfeit drugs and regulatory risks. It's time for FIs
NY AG picks up Zelle fraud case feds dropped .....................8 to be proactive and employ critical defenses.
Jack Henry launches Tap2Local Banking-as-a-Service .....................................................................32
digital payment solution ................................................................8 By Ken Musante, Napa Payments and Consulting
Multiple payments standouts Banking-as-a-Service enables fintechs and banks to deliver digital
earn spot on 2025 Inc. 5000 ..........................................................8 banking via shared infrastructure. Amid regulatory uncertainty, BaaS
persists, forging new partnerships and models.
KnowBe4 warns a 'perfect storm'
of cyber threats looms .......................................................8 New Products
Industry Update ...............................................................................10 Expand into Canada with secure
Dynamics 365 integration ...........................................................34
Insights and Expertise
Scale subscriptions globally with
Street Smarts one intelligent platform ...............................................................35
SM
Pathways to accessible payments ..........................................16 Inspiration
By Allen Kopelman, Nationwide Payment Systems Inc.
Doing business as seasons change ........................................37
Thirty-five years after the ADA, accessibility remains critical, yet
many people think compliance is all about avoiding fines. It's really Departments
about enabling dignity, usability and customer loyalty.
Letter From the Editor ......................................................................5
5 ways to help retailers turn seasonal Spotlight Innovators ..................................................................... 19
demand into repeat business ....................................................18 DateBook ............................................................................................ 36
By Elie Y. Katz, National Retail Solutions (NRS)
Resource Guide .................................................................................38
Back-to-school traffic boosts SMB retailers. Help them stock es- Advertiser Index ...............................................................................42
sentials, use POS data, create bundles, optimize layouts and connect
New + Tried and True = A Winning Strategy for You
locally to convert seasonal demand into repeat business.
Fake online reviews pose a
Reaching the right partners and customers requires a mix of
payments compliance risk ..........................................................26
old and new approaches. Press releases are a peerless, proven
By Sarah Craven, G2 Risk Solutions
way to tell your company’s story while also delivering a sense
of urgency. Share your latest achievements for free on our
Fake reviews, now an AI-fueled economy of their own, threaten
homepage multimedia hub. The payments community will News from the Wire::
global commerce and payments. Providers must be proactive or
pay attention, and you’ll advance your brand. Your Press Release
face FTC fines, card-network penalties and reputational damage.
Send your press releases to press@greensheet.com.
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