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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
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
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
Payment technology's evolution began when interactive
transactions, such as in-app payments, make them more
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
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
Contributed articles inside by:
deep dive into today's SMB market. It takes a deep dive
transmit credit card numbers. Over time, service providers
into evolving SMB environments and includes research
eavesdropping on sensitive payment card data.
began to mask DTMF sounds to prevent criminals from
findings and commentary by payments industry leaders
TOC on page 3 "Voice: payments' next integration," The Green Sheet's lead certification themselves," he added.
innovating in the space. Part 2 will examine how merchant
any device, digital assistants help
messages to broadly distributed
Semafone, a data security and compliance solution
n a world where anyone anywhere can transact on
provider for call centers, uses advanced DTMF masking
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Steve Norell ............................................................................................34audiences. While
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
sonalize relationships, chat bots and digital assistants are
Bill Pirtle ...................................................................................................42
Industry Payment Application Data Security Standard
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
machines and humans on the phone, email or online chat.
otherwise have gone towards achieving the [P A-DSS]
Cover Story Insights and Expertise jobs? privacy and security and enhance productivity? Or will TOC on page 3 than they were ten years ago, which has helped reduce wait
Continued on page 31
article in issue 19:04:01, examined the expanding role of
Adam Hofman, product manager at CallRail, mentioned
voice technologies in payments. This article explores how

that advanced speech recognition has enabled IVR systems
to recognize complex phrases. "These systems are smarter
sentient machines are transforming transactions from
expressions of our interests, personalities and lifestyles.
times while improving customer experience," he said.
simple clicks into complex, interactive and contextual
The article also addresses concerns voiced by merchant
Contributed articles inside by:
level salespeople and their customers about AI in smart
homes and connected workplaces. Will AIs respect our
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Continued on page 31
Cannabis – plenty of interest but tough sell .........................1 The myths of organic versus paid merchant acquisition .........32
www.greensheet.com
By Patti Murphy By Joel Horwitz, Synter
Cannabis payment providers see growing opportunity as federal Organic merchant acquisition is not free. Labor, execution time and
attitudes soften, but banks, card networks and processors remain operational complexity all carry hidden costs that payment market-
cautious amid ongoing regulatory uncertainty. ers often underestimate.
News Beyond the transaction: Real-time POS data
the modern ISO's ultimate retention tool............................34
News Briefs: By Elie Y. Katz, National Retail Solutions (NRS)
Kurv report highlights hidden POS systems are enhancing the evolution of agents from rate ne-
costs of payments fraud ..................................................................8 gotiators into technology advisers, increasing portfolio value while
Colorado governor vetoes interchange bill ...........................8 helping merchants improve operations in many ways.
Patent expirations reshape access control market ............8 From the floor of Money20/20 Europe 2026
The checkout is now the front
Major banks back Clearing House line of payments compliance ...........................................................36
initiative for tokenized deposits .................................................9
By Jean-Philippe Niedergang, Castles Technology
Mastercard expands settlement capabilities ........................9
New European regulations are transforming the checkout into a
Payments by magic wand? .............................................................9 frontline compliance environment, forcing merchants to modernize
POS infrastructure faster than anticipated.
Industry Update ...............................................................................10
What your merchant services
Trade Association News portfolio is really worth – Part 1 .....................................................38
By George Csahiouni, Tripoli Advisors
SEAA's 25th birthday bash ............................................................16
By Allen Kopelman An in-depth look at the six factors shaping merchant portfolio valu-
ations, including attrition, concentration risk, technology integra-
SEAA’s 25th anniversary inspires memories, milestones and heartfelt tion, processor diversity and agent compensation.
tributes as Allen Kopelman revisits the organization’s growth.
Celebrating John McCormick's New Products
25 years of service to SEAA ...........................................................17 Reduce ACH risk while streamlining
By Dee Karawadra digital payments .............................................................................42
Dee Karawadra honors John McCormick's leadership. Automate SaaS threat investigations
Insights and Expertise with autonomous AI .......................................................................43
Street Smarts Inspiration
SM
Sizzling content marketing ideas for a successful season Rediscover the spirit of summer ..............................................44
Part 1 – Building the foundation ..............................................28 Departments
By Jaki Kackert, Kackert Marketing
Letter From the Editor ......................................................................5
Summer offers ISOs and MLSs a chance to strengthen merchant re-
lationships through smarter branding, content marketing, AI-driven DateBook .............................................................................................19
insights and targeted customer engagement strategies. Spotlight Innovators ......................................................................21
Mastercard's Scam Merchant Resource Guide .................................................................................45
Monitoring Program (SMMP) ..........................................30 Advertiser Index ...............................................................................50
By Ken Musante, Napa Payments and Consulting
AI-driven scams are escalating pressure on acquirers, processors and
payfacs as regulators and card networks demand earlier detection,
stronger monitoring and faster intervention.
3