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InsideGS

Empowering and connecting Enterprise selling in an
January 14, 2019 • Issue 19:01:01
today’s payments professionals By Dale S. Laszig Kingdom, Germany and Austria and 306 card-present
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
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-
and the customer experience. complex,
May 13, 2019 • Issue 19:05:01
present (CNP) SMBs in the United States, Canada, United
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
have introduced SMBs to a big-brand experience and new
O. B. Rawls IV , chief commercial officer, payment processing
SMBs in the United States and Canada. Respondents shared interactive, evolving
at Paysafe, said the research revealed that brick-and-
IVR systems
mortar retailers aspire to truly innovate at the intersection
Independent research by global payments provider Paysafe
of payments and the in-store experience. In response,
POS solutions.
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
selling, he noted. Direct and indirect sales representatives
their efforts to balance frictionless checkouts with payment
have been centering conversations with merchants about
security. Lost in Transaction: The future of payments for SMBs,
security, data protection, business management tools and
that enable them to better their business," Rawls said. "By dual-tone multifrequencies (DTMF) to enable machines to
published by Paysafe in October 2018, found 54 percent
aggressively targeted by fraudsters.
of ecommerce merchants surveyed believe frictionless
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
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
Semafone,
a data
deep dive into today's SMB market. It takes a deep dive
transmit credit card numbers. Over time, service providers
Contributed articles inside by:
security
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
into evolving SMB environments and includes research
and
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. compliance solution
innovating in the space. Part 2 will examine how merchant
any device, digital assistants help
messages to broadly distributed
n a world where anyone anywhere can transact on
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
provider for call centers, uses advanced DTMF masking
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
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
becoming adept at representing the people and companies
(P A-DSS) certified. "We are literally saving our payment
application partners valuable time and costs that would
they serve. It's not always easy to differentiate between
otherwise have gone towards achieving the [P A-DSS]
"Voice: payments' next integration," The Green Sheet's lead
Adam Hofman, product manager at CallRail, mentioned
Continued on page 31
article in issue 19:04:01, examined the expanding role of
voice technologies in payments. This article explores how
that advanced speech recognition has enabled IVR systems
times while improving customer experience," he said.
to recognize complex phrases. "These systems are smarter
than they were ten years ago, which has helped reduce wait
sentient machines are transforming transactions from
expressions of our interests, personalities and lifestyles.
simple clicks into complex, interactive and contextual
jobs? privacy and security and enhance productivity? Or will 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
TOC on page 3
they encroach on personal moments and take away our
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
Insider's report on payments Chief Payment Officer (CPayO):
Addressing the downside of AI ....................................................1 the role that doesn't exist – but shouldX .............................30
By Patti Murphy By Viktoria Soltesz, PSP Angels
As AI transforms shopping and payments, consumers embrace its As payments and banking evolve rapidly, companies must shift from
convenience but fear scams. Industry leaders respond with new treating them as finance chores to elevating them into strategic
frameworks to ensure trust, security and accountability in agentic leadership via a dedicated Chief Payment Officer.
commerce. Embedded finance: How platforms are
News redefining small business funding..........................................33
By Chad Otar, Lending Valley
News Briefs:
Embedded finance is a lifeline for small businesses, enabling them
Five indicted over refund scheme to tap fast, data-driven financing inside platforms, which can fuel
leveraging POS glitch .......................................................................8 growth, smooth cash flow and more.
Consumers put security over Consolidation is coming ... stil ..................................................34
speed in payments, Vyntra finds .................................................8 By Ken Musante, Napa Payments and Consulting
Payments revenue growing, Here is a sharp look at how merchant acquiring’s consolidation wave
fostering new opportunities .........................................................8 is challenged by agile innovators, software-driven ISVs and the shift
Holiday shoppers to spend over $250 billion online ........8 from scale to specialization in payments.
Card processing execs plead guilty to fraud scheme ........9 Gen Z: The mobile-first generation
driving change in travel payments .........................................36
Payment fraud spawns online By Kamran Hedjri, PXP
insecurity, new survey finds ..........................................................9
Gen Z is reshaping travel payments with mobile-first, instant,
Industry Update ...............................................................................10 frictionless expectations—driving merchants to deliver seamless,
Insights and Expertise personalized, secure experiences across every digital touchpoint.
New Products
Street Smarts
SM
Turn MATCH into momentum ....................................................16 Streamline device management, cut service costs .........38
By Allen Kopelman, Nationwide Payment Systems Inc.
Boost conversions, take full control of checkout .............39
ISOs and MLSs can help merchants navigate—and even recover Inspiration
from—the MATCH list, turning compliance challenges into trust-
building opportunities and long-term client relationships. Meaningful ways to appreciate
Stablecoins at checkout: merchants and partners this season .....................................41
What's stopping mass adoption? ............................................18 Departments
By Chris Jones, PSE Consulting
Letter From the Editor ......................................................................5
Despite the buzz, stablecoins remain marginal in consumer pay- Spotlight Innovators ......................................................................21
ments. To gain traction, they need visibility at checkout, meaningful DateBook ......................................................................................17, 40
rewards, seamless UX and consumer trust.
Resource Guide .................................................................................42
A BFCM marketing playbook for your business ...............28 Advertiser Index ...............................................................................46
By Jaki Kackert, Creative Marketing Consultant
ISOs, MLSs and other payments pros can help small merchants win
BFCM 2025 with turnkey campaigns, loyalty tools and data-driven
strategies that boost sales, retention and revenue.
3