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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 SMB world – Part 1 Conversational commerce:
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
present (CNP) SMBs in the United States, Canada, United
and the customer experience. complex,
Kingdom, Germany and Austria and 306 card-present
attitudes about payment acceptance methods, innovation
uoyed by reports of record 2018 holiday spend-
set of challenges.
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
of payments and the in-store experience. In response,
POS solutions.
Paysafe's sales discovery process has evolved from price
Independent research by global payments provider Paysafe
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,
published by Paysafe in October 2018, found 54 percent
have been centering conversations with merchants about
of ecommerce merchants surveyed believe frictionless
aggressively targeted by fraudsters.
security, data protection, business management tools and
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
transactions, such as in-app payments, make them more
vulnerable to fraud. Seventy-six percent reported feeling
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
replace phoned-in payment card authorizations. Like Morse
that enable them to better their business," Rawls said. "By
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
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.
findings and commentary by payments industry leaders
began to mask DTMF sounds to prevent criminals from
innovating in the space. Part 2 will examine how merchant
Martina Jeronski ...................................................................................36 machines to per- in its flagship solution, Cardprotect. Gary E. Barnett, CEO
any device, digital assistants help
n a world where anyone anywhere can transact on
Semafone, a data security and compliance solution
messages to broadly distributed
TOC on page 3 they serve. It's not always easy to differentiate between certification themselves," he added.
I it may seem incongruous to use
Jeh Holsomback ...................................................................................20 deliver targeted
provider for call centers, uses advanced DTMF masking
at Semafone, noted that Cardprotect 4.0 is Payment Card
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
Bill Pirtle ...................................................................................................42
Industry Payment Application Data Security Standard
(P A-DSS) certified. "We are literally saving our payment
sonalize relationships, chat bots and digital assistants are
application partners valuable time and costs that would
becoming adept at representing the people and companies
otherwise have gone towards achieving the [P A-DSS]
machines and humans on the phone, email or online chat.
Continued on page 31
"Voice: payments' next integration," The Green Sheet's lead
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
voice technologies in payments. This article explores how
that advanced speech recognition has enabled IVR systems
sentient machines are transforming transactions from
to recognize complex phrases. "These systems are smarter
simple clicks into complex, interactive and contextual
times while improving customer experience," he said.
expressions of our interests, personalities and lifestyles.
jobs? privacy and security and enhance productivity? Or will Brandes Elitch ........................................................................................24
The article also addresses concerns voiced by merchant
level salespeople and their customers about AI in smart
Contributed articles inside by:
Cover Story The trust gap in AI commerce ....................................................32
homes and connected workplaces. Will AIs respect our

they encroach on personal moments and take away our
TOC on page 3
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Continued on page 31
By Chris Jones, PSE Consulting
Raising the standard of merchant sales – Part 2 .................1 www.greensheet.com
As AI shopping grows, verifying buyers is only half the challenge.
Payments leaders continue discussing merchant contracts, transpar- Merchant verification may become the next critical safeguard
ency, professional standards and accountability, offering practical against impersonation fraud.
ideas for strengthening trust throughout the payments industry.
News Cost components and consolidation drivers .....................34
By Ken Musante, Napa Payments and Consulting
News Briefs: Payments economics extends beyond interchange. Understanding
Visa introduces Visa Stablecoin Platform ...............................8 processor costs and industry consolidation reveals why integrated
platforms continue to reshape the competitive landscape.
Payment processing broker gets prison in fraud case .....8
Why a generic checkout is becoming a commercial risk ..........36
Change is coming to digital wallet space................................8 By Jacob Spencer, BR-DGE
Financial fraud victimizes hundreds As payment preferences diversify, static checkout experiences can
of millions of Americans..................................................................8 reduce conversions, making personalization, intelligent routing
and flexibility increasingly important competitive advantages.
X on the Money ....................................................................................8
Louisiana's debit surcharge law: New law, familiar rules ........38
Traditional financial institutions
regain ground from fintechs .........................................................8 By Jessica Walsh, Global Legal Law Firm
Louisiana's new debit surcharge law may change less than ex-
Industry Update ...............................................................................10
pected, but it highlights growing state efforts to regulate payment
Insights and Expertise pricing and merchant compliance.
SM
Street Smarts New Products
Growing your HVAC merchant portfolio – Part 1 .............16 Simplify healthcare payments
By Jaki Kackert, Kackert Marketing
with integrated patient financing ...........................................40
Discover why HVAC remains a high-growth merchant vertical and Accelerate fraud investigations
how understanding contractors' business challenges can position with AI-assisted management ..................................................41
payment providers as trusted technology partners.
Why being known matters before Inspiration
the first sales conversation ........................................................18 Meet merchants where they are,
By Melih Oztalay, SmartFinds Marketing not where you wish they were ..................................................42
Today's buyers often evaluate companies before the first conversa- Departments
tion. Learn why visibility, credibility and thought leadership increas- Letter From the Editor ......................................................................5
ingly influence who earns serious consideration.
DateBook ...............................................................................12, 35, 39
Buyer quality and deal structure define M&A success ..20 Spotlight Innovators ......................................................................21
By Christopher Hernandez, Portfolio Buyer
Resource Guide .................................................................................43
As merchant services consolidation continues, successful acquisi- Advertiser Index ...............................................................................48
tions increasingly depend on qualified buyers, disciplined prepara-
tion and thoughtful deal structures that create lasting value.
New + Tried and True = A Winning Strategy for You
Software companies are becoming
Reaching the right partners and customers requires a mix of
ISOs – Here is how you still win .................................................30
old and new approaches. Press releases are a peerless, proven
By Allan Lacoste, LAC Strategic Ventures
way to tell your company’s story while also delivering a sense
As software companies embed payments, ISOs must rethink how
of urgency. Share your latest achievements for free on our
they can compete. Relationships, expertise and overlooked oppor-
homepage multimedia hub. The payments community will News from the Wire::
tunities remain powerful competitive advantages.
pay attention, and you’ll advance your brand. Your Press Release
Send your press releases to press@greensheet.com. 3