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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-
May 13, 2019 • Issue 19:05:01
and the customer experience. complex,
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,
Paysafe's sales discovery process has evolved from price
POS solutions.
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
security. Lost in Transaction: The future of payments for SMBs,
have been centering conversations with merchants about
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
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
replace phoned-in payment card authorizations. Like Morse
By Dale S. Laszig
code, early touchtone phones linked numeric values with
a data
This is the first article in a two-part series that takes a
Semafone,
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
began to mask DTMF sounds to prevent criminals from
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
and
findings and commentary by payments industry leaders
innovating in the space. Part 2 will examine how merchant
TOC on page 3 machines and humans on the phone, email or online chat. certification themselves," he added. compliance solution
any device, digital assistants help
n a world where anyone anywhere can transact on
messages to broadly distributed
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
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
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
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
What do merchants really want? Part 2 ...................................1 What businesses need to know
before accepting fast capital .....................................................32
Industry leaders outline merchants’ biggest pain points in Part 2 of
our series, including the costs, dispute issues, integrations and sup- By Chad Otar, Lending Valley
port needs shaping today’s evolving POS landscape. Fast capital is convenient, but not all lending offers are equal. This
News article explains factor rates, fees and repayment structures so busi-
nesses can choose borrowing options wisely.
News Briefs: Why banking and fintech companies should be
Shifting marketing, payment located near research and innovation resources .............34
patterns this holiday season .........................................................8 By Jessica Del Vecchio, Office of Economic Development,
City of Boca Raton
Court backs Fed's refusal to let
fintech access payment rails .........................................................8 Research parks and innovation hubs are strategic engines for
financial services growth, offering fintechs faster innovation cycles,
Holiday sales predicted to set record .......................................8
deeper talent pipelines and powerful economic advantages.
Digital wallet users to dominate by 2030 ...............................8
Merchant monitoring efficiencies – Rules
Cash making a comeback this holiday season .....................8 are not the answer ...........................................................................36
By Ken Musante, Napa Payments and Consulting
Industry Update ...............................................................................12
AI-driven risk monitoring is transforming merchant oversight, reduc-
Insights and Expertise ing false positives, strengthening compliance and helping acquirers
meet VARS requirements.
Street Smarts
SM
10 stupid ways to lose a sale ......................................................16 New Products
By Allen Kopelman, Nationwide Payment Systems Inc.
Accelerate hotel sales and event payments .......................38
A candid look at 10 avoidable behaviors that cost ISOs and MLSs
valuable deals, and how recognizing them can drive stronger mer- Unify travel chargeback management..................................39
chant engagement and better sales outcomes. Inspiration
From blind spots to building blocks: There’s still time to close out 2025 with purpose ...........41
How payments data fuels
smarter merchant decisions .......................................................30 Departments
By Thomas Gillian, BR-DGE Letter From the Editor ......................................................................5
Orchestration unifies payments data, enabling merchants to spot Spotlight Innovators ......................................................................19
live signals, optimize routing, boost approvals, strengthen defenses DateBook .............................................................................................40
and turn payments into a strategic advantage. Resource Guide .................................................................................42
Advertiser Index ...............................................................................46
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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