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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
set of challenges.
uoyed by reports of record 2018 holiday spend-
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
O. B. Rawls IV , chief commercial officer, payment processing
have introduced SMBs to a big-brand experience and new
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,
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
their efforts to balance frictionless checkouts with payment
selling, he noted. Direct and indirect sales representatives
have been centering conversations with merchants about
security. Lost in Transaction: The future of payments for SMBs,
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
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
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
By Dale S. Laszig
code, early touchtone phones linked numeric values with
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
eavesdropping on sensitive payment card data.
into evolving SMB environments and includes research
began to mask DTMF sounds to prevent criminals from
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
provider for call centers, uses advanced DTMF masking
Jeh Holsomback ...................................................................................20 deliver targeted
I it may seem incongruous to use
Steve Norell ............................................................................................34audiences. While
in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Nicholas Cucci ........................................................................................40
Martina Jeronski ...................................................................................36 machines to per-
at Semafone, noted that Cardprotect 4.0 is Payment Card
Bill Pirtle ...................................................................................................42
Industry Payment Application Data Security Standard
sonalize relationships, chat bots and digital assistants are
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
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
than they were ten years ago, which has helped reduce wait
that advanced speech recognition has enabled IVR systems
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
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
Insider's report on payments Operational debt: The hidden cost of rapid growth .......28
Agentic commerce: not quite ready for prime time...........1 By Serhii Zakharov, PayDo
By Patti Murphy
Rapid growth can create hidden operational debt that slows ex-
Agentic commerce is gaining momentum, but its greatest impact pansion, making infrastructure resilience and scalability essential
may extend well beyond shopping to transform payments and competitive advantages for modern payment providers.
broader merchant operations. SoftPOS versus traditional POS:
News performance, costs, limitations ................................................30
By Vadzim Smatrayeu, IBA Grou
News Briefs:
Beyond payment acceptance, SoftPOS is creating opportunities for
Interchange settlement gets preliminary ok ........................8 embedded payments, customer engagement and flexible merchant
Visa opens door wide to OpenAI .................................................8 deployment alongside traditional POS terminals.
EU seeks to displace Visa and Mastercard ..............................8 The World Cup is testing more
than sportsbooks' odds ................................................................34
Illinois to regulate BNPL ..................................................................8
By Thomas Gillian, BR-DGE
EMVCo seeks industry input on digital World Cup betting activity is testing payment choice, orchestra-
payment credential framework ...................................................8
tion, fraud controls and payouts as operators manage high-intent
Alibaba, payment processor to pay customer moments throughout the tournament.
$600 million in DOJ settlement ...................................................8
A tribute to the unsung heroes of the payments industry ......36
Industry Update ...............................................................................10 By Kate Knudsen, BHMI
Insights and Expertise Behind every seamless payment is a back-office professional whose
expertise, resilience and problem-solving keep complex payment
Street Smarts systems running around the clock.
SM
Sizzling content marketing ideas for a successful season Agentic payments – Should you be worried? .............................37
Part 2 – Engaging merchants in a digital-first world ......16 By Viktoria Soltesz, PSP Angels
By Jaki Kackert, Kackert Marketing
Agentic payments promise new efficiencies, but businesses must
Successful merchant marketing requires personalized content, AI- rethink governance, fraud, compliance and accountability before AI
assisted engagement and omnichannel communication that builds agents can make financial decisions independently.
trust, strengthens relationships and supports long-term business
growth. New Products
The newest card brand litigation settlement: Automate chargeback responses with AI ............................40
Is it worth settling for? ..................................................................18 Centralize payments, reporting and financing .................42
By Jessica Walsh, Global Legal Law Firm
Inspiration
A proposed Visa-Mastercard settlement could expand merchant
flexibility on surcharging and card acceptance, but its practical Make the most of midsummer momentum .......................43
impact may prove more limited than expected. Departments
Redirected:
Is that a product or capability? Part 1 ...........................................20 Letter From the Editor ......................................................................5
By Dale S. Laszig DateBook .............................................................................................15
Spotlight Innovators ......................................................................21
Purpose-built payment hardware gave merchants confidence dur- Resource Guide .................................................................................44
ing the EMV transition, but today’s AI-powered systems are redefin-
ing what smart products can do and become. Advertiser Index ...............................................................................48
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