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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
Conversational commerce:
ing, analysts predict more retail growth in 2019,
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-
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.
Group found SMBs struggle with "competing priorities" in
and service discussions to needs assessment and solution
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
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
security, data protection, business management tools and
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
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
began to mask DTMF sounds to prevent criminals from
eavesdropping on sensitive payment card data.
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
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
messages to broadly distributed
Jeh Holsomback ...................................................................................20 deliver targeted
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
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-
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
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
machines and humans on the phone, email or online chat.
otherwise have gone towards achieving the [P A-DSS]
"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
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
times while improving customer experience," he said.
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 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
The evolution of check acceptance, and fraud .....................1 How modern POS apps allow retailers
By Patti Murphy to manage stores from anywhere............................................27
Check fraud is surging as criminals exploit outdated processes and By Elie Y. Katz, National Retail Solutions
new tools like AI, forcing financial institutions and businesses to Mobile POS tools are transforming independent retail, giving
rethink how they manage paper payments. owners real-time visibility, remote control and freedom to manage
News operations, inventory and promotions from anywhere.
Assessing banking and payment
News Briefs: strategies with non-financial KPIs ...........................................28
Brink's to acquire NCR Atleos in $6.6 billion By Viktoria Soltesz, PSP Angels
ATM infrastructure deal ...................................................................8 Overlooked KPIs that expose risks in customer experience, com-
PayPal targets vertical software pliance, technology and liquidity reveal why organizations need
users with Rainforest deal ..............................................................8 dedicated chief payments officers.
Celebrating women shaping the future of payments .......8 Merchant processing: Call reports, 2025 ......................................31
By Ken Musante, Napa Payments and Consulting
Visa unveils single API designed
to modernize authorization ..........................................................9 An analysis of FFIEC Call report data reveals shifts in merchant acquir-
ing volume, sponsor bank risk exposure and regulatory pressures
Report finds FIs struggle to keep shaping growth, governance and competitive positioning.
pace with AI-driven fraud ...............................................................9
New Products
Industry Update ...............................................................................10
Insights and Expertise Stop chargebacks before they happen .................................34
Bring innovation to merchants
Street Smarts with smarter, simpler devices ....................................................35
SM
Taking care of business ................................................................16
By Allen Kopelman, Nationwide Payment Systems Inc. Inspiration
Alternative payment methods, cross-border capabilities and evolv- Clear the clutter: Reset your strategy this spring ...........36
ing consumer preferences are reshaping payments. Today's ISOs and Departments
MLSs must expand beyond traditional card processing.
Letter From the Editor ......................................................................5
Illinois could learn a hard truth: DateBook .............................................................................................15
Card acceptance is not a right ..................................................24
By Steven Peisner, Acquiring Solutions International Inc. Spotlight Innovators ......................................................................19
Resource Guide .................................................................................37
Illinois' misguided interchange law would require a rebuild of the Advertiser Index ...............................................................................42
payments infrastructure, disrupting commerce, increasing costs,
and possibly forcing businesses back to cash and checks.
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