Page 3 - gs260802

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-
present (CNP) SMBs in the United States, Canada, United
and the customer experience. complex,
May 13, 2019 • Issue 19:05:01
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
at Paysafe, said the research revealed that brick-and-
have introduced SMBs to a big-brand experience and new
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,
Independent research by global payments provider Paysafe
POS solutions.
Paysafe's sales discovery process has evolved from price
Group found SMBs struggle with "competing priorities" in
and service discussions to needs assessment and solution
their efforts to balance frictionless checkouts with payment
security. Lost in Transaction: The future of payments for SMBs,
selling, he noted. Direct and indirect sales representatives
have been centering conversations with merchants about
published by Paysafe in October 2018, found 54 percent
aggressively targeted by fraudsters.
of ecommerce merchants surveyed believe frictionless
Contributed articles inside by: dual-tone multifrequencies (DTMF) to enable machines to
security, data protection, business management tools and
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
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
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
innovating in the space. Part 2 will examine how merchant
any device, digital assistants help
Martina Jeronski ...................................................................................36 machines to per- in its flagship solution, Cardprotect. Gary E. Barnett, CEO
n a world where anyone anywhere can transact on
messages to broadly distributed
Semafone, a data security and compliance solution
I it may seem incongruous to use
TOC on page 3 they serve. It's not always easy to differentiate between certification themselves," he added.
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
sonalize relationships, chat bots and digital assistants are
(P A-DSS) certified. "We are literally saving our payment
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
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
times while improving customer experience," he said.
expressions of our interests, personalities and lifestyles.
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
they encroach on personal moments and take away our
TOC on page 3 Continued on page 31
Brandes Elitch ........................................................................................24
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
www.greensheet.com
Cover Story Merchant risk has outgrown static underwriting ............30
By Dan Frechtling, LegitScript
Who are you? A different way to think about business ...1
By Theodore Cucci, Fluid Pay Merchant risk doesn't end at onboarding. As businesses and threats
evolve, payments companies need continuous monitoring, con-
A respected payments veteran reflects on trust, integrity and long- nected intelligence and AI backed by human expertise.
term thinking, challenging us to consider how today’s business
decisions shape tomorrow’s companies. Payments is looking for AI value in the wrong place .....32
By Monica Eaton, Chargebacks911
News
Payments companies are chasing customer-facing AI while over-
News Briefs: looking its operational value in dispute management, where better
Same-day payments drive ACH growth ..................................8 intelligence can protect revenue and improve performance.
How AI and LLMs will transform
Small business sales post modest growth in July ...............8
payment gateway technology ..................................................34
Trump promotes Credit Card Competition Act ....................8 By Andrii Shevchuk, CONCRYT
India rethinks the economics of free UPI payments ..........8 AI and large language models are turning payment gateways into
New Jersey businesses warned over surcharges.................8 intelligent platforms that can explain declines, optimize acceptance,
detect patterns and deliver actionable merchant insights.
Financial strain widens divide
among U.S. credit card customers ..............................................8 From signup to signal: How tumbling, sequencing
and gibberish reveal modern fraud ...............................................36
Industry Update ...............................................................................10 By Diarmuid Thoma, AtData
Insights and Expertise Fraudsters manufacture identities at scale, but patterns give them
away. Structure, velocity and context can expose automated fraud
SM
Street Smarts before bogus accounts become operational.
Growing your HVAC merchant portfolio – Part 2 .............16 The missing link between AI adoption and AI value .................38
By Jaki Kackert, Kackert Marketing By Jean-Jacques Bérard, Esker
Understanding HVAC contractors is only the beginning. Targeted Finance teams can strengthen processes, choose appropriate work-
marketing, educational outreach and industry partnerships can flows, define human oversight, and establish ownership for deploy-
result in stronger, longer-lasting merchant relationships. ment and governance to move AI beyond experimentation.
Why payment resilience is the next New Products
frontier for self-service commerce ..........................................18
By Jean-Philippe Niedergang, Castles Technology Turn Android devices into payment terminals .................40
As self-service commerce expands, payments must withstand de- Put SmartPOS to work across
mand surges, making resilience, remote management and reliable merchant environments ...............................................................41
peak performance essential to merchants.
Inspiration
Delivery went mainstream for C-stores,
changing merchants' POS needs ..............................................20 When the calendar changes, follow the customer .........43
By Elie Y. Katz, National Retail Solutions (NRS) Departments
Delivery is reshaping convenience-store commerce, making inte- Letter From the Editor ......................................................................5
grated POS systems increasingly important to inventory, reporting DateBook .............................................................................................42
and payments—and giving merchant service providers another tool Spotlight Innovators ......................................................................21
for retention.
Resource Guide .................................................................................44
Advertiser Index ...............................................................................48
3