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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-
attitudes about payment acceptance methods, innovation
set of challenges.
Conversational commerce:
ing, analysts predict more retail growth in 2019,
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
IVR systems
of payments and the in-store experience. In response,
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
published by Paysafe in October 2018, found 54 percent
Contributed articles inside by: began to mask DTMF sounds to prevent criminals from
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
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
code, early touchtone phones linked numeric values with
By Dale S. Laszig
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
transmit credit card numbers. Over time, service providers
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
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
Semafone, a data security and compliance solution
messages to broadly distributed
n a world where anyone anywhere can transact on
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Steve Norell ............................................................................................34audiences. While
at Semafone, noted that Cardprotect 4.0 is Payment Card
Nicholas Cucci ........................................................................................40
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
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
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
Continued on page 31
that advanced speech recognition has enabled IVR systems
than they were ten years ago, which has helped reduce wait
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? they encroach on personal moments and take away our Contributed articles inside by:
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
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Cover Story Insights and Expertise Continued on page 31
www.greensheet.com
A new kind of holiday rush—faster, smarter, pricier ........1 How GenAI is accelerating the
By Patti Murphy evolution of B2B payments ........................................................30
Holiday forecasts show online spending outpacing in-store sales, By Rinku Sharma, Boost Payment Solutions
while tariffs, inflation and evolving tech reshape consumer behavior, Generative AI is reshaping B2B payments, streamlining workflows,
small business strategies and payment trends. reducing fraud, and improving cash flow—while requiring careful
News governance to ensure compliance, transparency and scalable long-
term value.
News Briefs: Why UK merchants will continue
Fed to raise FedNow transaction cap to $10M .....................8 to offer BNPL post-regulation ...................................................32
By Stephanie Storry, PSE Consulting
Google and PayPal partner to
advance AI-driven commerce .......................................................8 UK regulators will mandate affordability checks for all BNPL purchas-
es in 2026, but merchants are expected to keep embracing BNPL as
Dueling decisions on debit interchange .................................8
a growth-driving, low-risk option.
Settlement proposed covering Discover lawsuits ...........8
How modern POS technology drives
PayPal's next act: Connective tissue for Q4 revenue for independent retailers ...................................34
the future of digital commerce .......................................10 By Elie Y. Katz, National Retail Solutions (NRS)
North Carolina considers surcharge cap ..............................10 Cloud-native POS platforms are helping independent retailers
handle peak demand with real-time inventory, fast checkout, analyt-
Industry Update ...............................................................................11 ics and more, creating opportunities for ISOs and processors.
Insights and Expertise New Products
Street Smarts Stop CRM attacks in real time ....................................................36
SM
The ABCs of always be closing ........................................17
By Allen Kopelman, Nationwide Payment Systems Inc. Simplify, streamline D2C
subscription management ..........................................................37
Learn timeless sales strategies, from Wheeler's "sell the sizzle" to
classic closing techniques, that boost skills, improve ratios, and help Unify payments across processors,
salespeople customize authentic, effective presentations. gateways, channels.........................................................................38
Legal ease: Inspiration
Untangling ROSCA: What you need to know .....................19 Helping merchants navigate
By Adam Atlas , Attorney at Law an extended holiday season ......................................................41
Processors and ISOs could face liability when merchants make sub- Departments
scription cancellations overly difficult. Knowing ROSCA compliance
requirements is essential to help avoid complicity. Letter From the Editor ......................................................................5
Spotlight Innovators ......................................................................21
Give customers credit, but not too much ............................28
By Dale S. Laszig, DSL Direct DateBook .............................................................................. 20, 35, 40
Resource Guide .................................................................................42
A new J.D. Power study found satisfied "transactors" boost card Advertiser Index ...............................................................................46
issuer success, while "revolvers" face stress and turn to BNPL, chal-
lenging banks to balance lending wisely.
3