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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
at Semafone, noted that Cardprotect 4.0 is Payment Card
Martina Jeronski ...................................................................................36 machines to per-
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
Bill Pirtle ...................................................................................................42
(P A-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 [P A-DSS]
"Voice: payments' next integration," The Green Sheet's lead
article in issue 19:04:01, examined the expanding role of
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
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
sentient machines are transforming transactions from
than they were ten years ago, which has helped reduce wait
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
What do merchants really want? Part 1 ...................................1 Save fintech from freefall – double
down on infrastructure .................................................................30
Payments experts share what merchants are really asking for
today—from rising processing costs and chargebacks to better By Andrii Shevchuk. CONCRYT
integrations, clearer reporting and dependable support. Investor focus is shifting from consumer-facing apps to infrastruc-
News ture fintechs. This article explains why back-end innovation, not
branding, is driving the next wave of fintech growth.
News Briefs: The rise of live commerce ............................................................32
Visa, Mastercard to pay merchants By Aaron Stephens, PXP
$199.5 million to settle antitrust suit .......................................8 Live commerce is transforming retail, blending livestream video,
AWS outage could spark social engagement and seamless payments. What infrastructure,
payment-dispute time bomb ........................................................8 expectations and strategies are driving this?
Fed may open payment rails to non-banks ...........................8 Why flexible payments are key to
customer loyalty this holiday season ....................................34
Merchants, banks press their cases By Adam Gray, Stax Payments
over Illinois interchange law ......................................................10
With holiday spending expected to slow, merchants must treat pay-
Cyber confidence in supply chain ments as a conversion tool, offering choice, clarity and frictionless
exceeds reality, researchers find ..............................................10
checkout to retain cautious shoppers.
PayPal goes all-in on agentic commerce ..............................10
New Products
Industry Update ...............................................................................11 Lose the terminal, keep the sale:
Insights and Expertise take payments anywhere on iPhone......................................36
Street Smarts Say goodbye to ERP payment lock-in ....................................37
SM
Sell like a boss ...................................................................................18 Drive revenue with AI-led subscription insight ................38
By Allen Kopelman, Nationwide Payment Systems Inc.
Inspiration
Want to remain competitive today? Manage time wisely, upgrade
branding, modernize lead generation, streamline onboarding, lever- The quiet gifts we forget to count ..........................................41
age technology—not price—and close with authenticity. Departments
To deliver or not deliver: Letter From the Editor ......................................................................5
Help small convenience stores decide ..................................28 Spotlight Innovators ......................................................................20
By Elie Y. Katz, National Retail Solutions (NRS)
DateBook .............................................................................................39
Find out how ISOs and MLSs can help small convenience stores Resource Guide .................................................................................42
evaluate whether adding delivery will boost profitability or overex- Advertiser Index ...............................................................................46
tend operations in today's on-demand economy.
New + Tried and True = A Winning Strategy for You
Reaching the right partners and customers requires a mix of
old and new approaches. Press releases are a peerless, proven
way to tell your company’s story while also delivering a sense
of urgency. Share your latest achievements for free on our
homepage multimedia hub. The payments community will News from the Wire::
pay attention, and you’ll advance your brand. Your Press Release
Send your press releases to press@greensheet.com.
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