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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
set of challenges.
uoyed by reports of record 2018 holiday spend-
ing, analysts predict more retail growth in 2019,
attitudes about payment acceptance methods, innovation
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
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
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
published by Paysafe in October 2018, found 54 percent
that enable them to better their business," Rawls said. "By dual-tone multifrequencies (DTMF) to enable machines to
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
voice response (IRV) systems and dial modems began to
"The end goal is to help our customers implement solutions
vulnerable to fraud. Seventy-six percent reported feeling
replace phoned-in payment card authorizations. Like Morse
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
transmit credit card numbers. Over time, service providers
Contributed articles inside by:
deep dive into today's SMB market. It takes a deep dive
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
TOC on page 3 they serve. It's not always easy to differentiate between certification themselves," he added.
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
Semafone, a data security and compliance solution
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
provider for call centers, uses advanced DTMF masking
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
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
otherwise have gone towards achieving the [P A-DSS]
machines and humans on the phone, email or online chat.
"Voice: payments' next integration," The Green Sheet's lead
Continued on page 31
Adam Hofman, product manager at CallRail, mentioned
article in issue 19:04:01, examined the expanding role of
that advanced speech recognition has enabled IVR systems
voice technologies in payments. This article explores how
than they were ten years ago, which has helped reduce wait
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
simple clicks into complex, interactive and contextual
expressions of our interests, personalities and lifestyles.
times while improving customer experience," he said.
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 Continued on page 31
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Insights and Expertise
Insider's report on payments Legal ease
Long live checks – minus the paper ...........................................1 POS platforms: The ISO's dangerous paradise ..................26
By Patti Murphy By Adam Atlas, Attorney at Law
A look back at the rise and reinvention of checks—from paper ISOs relying on POS platforms face hidden risks. Five legal consid-
bundles moving by truck and plane to today’s image-based system erations can help protect merchant portfolios if a platform fails,
and mobile deposits. changes ownership or limits merchant migration.
News The AI wave hasn't broken, but
undercurrents are shifting ..........................................................28
News Briefs: By Scott Dawson, DECTA
Court upholds Illinois interchange prohibition ...................8 The AI boom shows no sign of fading, but a slowdown may test
Europe moves to loosen Visa, its foundations. In payments, durable infrastructure, not hype, will
Mastercard grip on payments ......................................................8 determine which innovations endure.
10% rate cap would hit card Illinois interchange law survives court challenge:
issuers hardest, analysis finds ...................................................10 Networks must prepare for July 1 implementation ..................30
By Leo Arzumanyan, Global Legal Law Firm
Jackpotting siphons millions of dollars off ATMs ............10
Illinois’ Interchange Fee Prohibition Act banning interchange on
New York sets BNPL regs into motion ....................................10
taxes and tips survived a court challenge. How can payment net-
Industry Update ...............................................................................11 works and merchants prepare for a July 1 deadline?
Insights and Expertise New Products
Street Smarts Help organizations improve
SM
Are ISOs recruiting agents or ISVs? ........................................16 payments, CX across channels ..................................................33
By Allen Kopelman, Nationwide Payment Systems Inc. Turn checkout into change .........................................................34
When ISOs recruit ISVs instead of agents, ownership changes can Inspiration
complicate merchant relationships. What happens when software
partners become competitors? Turning seasonal turbulence into strategic clarity ........36
Nontraditional financing helps Departments
mitigate digital payments fraud ..............................................24 Letter From the Editor ......................................................................5
By Chad Otar, Lending Valley DateBook .............................................................................................18
As alternative lending grows, fraud risks grow with it. Strong digital Spotlight Innovators ......................................................................19
payment safeguards help nontraditional lenders reduce losses, 2026 Events Calendar ....................................................................35
improve repayment rates and build trust with borrowers. Resource Guide .................................................................................37
Advertiser Index ...............................................................................42
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