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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.
ing, analysts predict more retail growth in 2019,
Conversational commerce:
attitudes about payment acceptance methods, innovation
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
at Paysafe, said the research revealed that brick-and-
SMBs in the United States and Canada. Respondents shared interactive, evolving
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
Paysafe's sales discovery process has evolved from price
POS solutions.
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
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
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
"The end goal is to help our customers implement solutions
voice response (IRV) systems and dial modems began to
replace phoned-in payment card authorizations. Like Morse
code, early touchtone phones linked numeric values with
By Dale S. Laszig
Semafone,
a data
This is the first article in a two-part series that takes a
transmit credit card numbers. Over time, service providers
deep dive into today's SMB market. It takes a deep dive
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
findings and commentary by payments industry leaders
and
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
n a world where anyone anywhere can transact on
messages to broadly distributed
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
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
(P A-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 [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 3 ..................................1 Client experience begins in
the payments back office .............................................................32
In this final installment in our series, payments experts reveal what
merchants want most now: simplicity, reliability, transparency, lower By Kate Knudsen, BHMI
costs and partnership from their payments providers. As payments grow more complex, clients demand visibility and
News insight. Modern providers can turn the payments back office into an
engine for transparency, control, trust and growth.
News Briefs: Legal ease:
Battle lines drawn over proposed Flying PAN meets traveling MID: Connecting
merchant settlement ........................................................................8 the dots between untethered payment accounts ...........34
By Adam Atlas , Attorney at Law
Banking and credit card customers
complacent about fraud protection ..........................................8 Cards and MIDs are increasingly decoupled from users and mer-
chants, enabling innovation but creating legal, AML and fraud risks
Thanksgiving weekend expected to payment professionals need to understand clearly.
draw record number of shoppers ...............................................8
ISVs, ISOs chart new course ...........................................................8 New Products
Consumer financial confidence Prepare B2B payments for Visa's CEDP shift ......................37
lagging, Jack Henry study finds ..................................................8 Modernize payment engagement
with intelligent automation .......................................................38
Industry Update ...............................................................................10
Insights and Expertise Inspiration
Making space for impact – and
Street Smarts for yourself – in December .........................................................41
SM
Wanted: A fair fight against chargebacks ............................16
By Allen Kopelman, Nationwide Payment Systems Inc. Departments
Retail and hospitality merchants face chargebacks for varied rea- Letter From the Editor ......................................................................5
sons, from buyer’s remorse to fraud and more. This article explains Spotlight Innovators ......................................................................19
why banks rule against them and how rebuttals and AI help. DateBook .............................................................................................39
Why startups risk account Resource Guide .................................................................................42
freezes, and how to prevent it ...................................................30 Advertiser Index ...............................................................................46
By Viktoria Soltesz, PSP Angels
Startup growth often looks like risk to banks. Poor onboarding and
limited data can freeze funds, making proactive transparency and
payment strategy essential for survival.
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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