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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.
and the customer experience. complex,
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
Kingdom, Germany and Austria and 306 card-present
set of challenges.
attitudes about payment acceptance methods, innovation
uoyed by reports of record 2018 holiday spend-
ing, analysts predict more retail growth in 2019,
particularly in the evolving small and midsize
O. B. Rawls IV , chief commercial officer, payment processing
B business (SMB) sector. Advanced technologies
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
Cover Story This is the first article in a two-part series that takes a that enable them to better their business," Rawls said. "By replace phoned-in payment card authorizations. Like Morse
of payments and the in-store experience. In response,
IVR systems
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
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
security, data protection, business management tools and
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
voice response (IRV) systems and dial modems began to
vulnerable to fraud. Seventy-six percent reported feeling
"The end goal is to help our customers implement solutions
By Dale S. Laszig
code, early touchtone phones linked numeric values with
a data
dual-tone multifrequencies (DTMF) to enable machines to
Contributed ar ticles inside by:
Semafone,
deep dive into today's SMB market. It takes a deep
Insights and Expertise dive
transmit credit card numbers. Over time, service providers
began to mask DTMF sounds to prevent criminals from
into evolving SMB environments and includes research
security and
eavesdropping on sensitive payment card data.
findings and commentary by payments industry leaders
innovating in the space. Part 2 will examine how merchant
compliance
Martina Jeronski ...................................................................................36 machines to per- in its flagship solution, Cardprotect. Gary E. Barnett, CEO
Jeh Holsomback ...................................................................................20
n a world where anyone anywhere can transact on
messages to broadly distributed
solution
any device, digital assistants help deliver targeted
I it may seem incongruous to use
TOC on page 3
provider for call centers, uses advanced DTMF masking
Steve Norell ............................................................................................34audiences. While
Nicholas Cucci ........................................................................................40
at Semafone, noted that Cardprotect 4.0 is Payment Card
Bill Pirtle ................................................................................................... 42
sonalize relationships, chat bots and digital assistants are
Industry Payment Application Data Security Standard
(P A-DSS) certified. "We are literally saving our payment
certification themselves," he added.
becoming adept at representing the people and companies
Redirected Your website is no longer the jobs? privacy and security and enhance productivity? Or will Contributed ar ticles inside by:
application partners valuable time and costs that would
they serve. It's not always easy to differentiate between
otherwise have gone towards achieving the [P A-DSS]
machines and humans on the phone, email or online chat.
"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
that advanced speech recognition has enabled IVR systems

voice technologies in payments. This article explores how
to recognize complex phrases. "These systems are smarter
than they were ten years ago, which has helped reduce wait
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.
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

From in-house to interconnected ...............................................1 center of the buying journey .....................................................30
they encroach on personal moments and take away our
Brandes Elitch ........................................................................................24
TOC on page 3
Dee and Emily Karawadra .................................................................33
Peter Spee ...............................................................................................36
Adam Atlas ..............................................................................................38
Continued on page 31
By Dale S. Laszig By Melih Oztalay, SmartFinds Marketing
www.greensheet.com
Three payments innovators turned homegrown solutions into Prospective buyers increasingly research companies through search,
commercial products, addressing persistent challenges in merchant news, social media and AI, making a credible digital presence be-
sales, ISO operations and PCI DSS compliance management. yond the company website more important than ever.
News Four analysts, one statement, four honest answers .......33
News Briefs: By Daniel Wilson Kemp, Lifted Holdings
Nuvei to pay $4.85 million in Statement analysts can calculate different effective rates from
FTC merchant-screening case .......................................................8 identical data, highlighting the need for transparent, reproducible
methods as software assumes more analysis work.
Alabama limits surcharging as
Australia moves to end it ................................................................8 Cash, trust and resilience in an increasingly
digital payment landscape ...............................................................36
TabaPay seeks bank charter through By Jim Petit, Giesecke+Devrient
Transact Bank acquisition ..............................................................8
Federal Reserve research shows cash remains important as digital
FTC follows Nuvei case with payments expand, giving consumers flexibility, emergency pre-
$12 million Humboldt settlement ..............................................8 paredness and resilience when electronic systems fail.
Consumer trust in AI shopping? A mixed bag ......................8 What to know about Q4 at the corner store ................................38
By Elie Y. Katz, National Retail Solutions (NRS)
Industry Update ..................................................................................9
Independent retailers face unique pressures during Q4 that provide
Insights and Expertise opportunities to strengthen merchant relationships through timely
Street Smarts outreach, reliable service and cash-flow awareness.
SM
A 2026 BFCM marketing playbook Many banks are still operating on
for your ISO or MLS business .....................................................14 severely outdated tech platforms ..................................................40
By Jaki Kackert, Kackert Marketing By Tim Yalich, Carleton
BFCM offers ISOs and MLSs opportunities to help merchants Banks with aging technology face maintenance, compliance and
strengthen marketing, payments and customer engagement while expertise challenges as API connectivity and modern architectures
turning holiday preparation into a portfolio retention strategy. become increasingly important to financial operations.
Legal ease New Products
Payments throughout the Americas:
Legal issues when taking on the hemisphere ...................16 Streamline merchant onboarding with Kurv Agent .......42
By Adam Atlas , Attorney at Law Add ACH payments with SwipeSimple .................................43
U.S. ISOs expanding throughout the Americas must navigate differ- Inspiration
ing legal, regulatory, tax and compliance requirements while adapt-
ing to local business practices and payment market structures. Get ready before the rush ...........................................................45
Every redirect is a revenue leak ................................................18 Departments
By Shawn Curtis, Solutions by Text Letter From the Editor ......................................................................5
Payment friction can turn customer intent into abandoned trans- Spotlight Innovators ......................................................................22
actions, making the final steps between reminders, checkout and DateBook .............................................................................................37
completed payments increasingly important across commerce 2027 Calendar ...................................................................................39
channels.
Resource Guide .................................................................................46
AI is here, but is payment testing ready? .............................20 Advertiser Index ...............................................................................50
By Anthony Walton, Iliad Solutions
AI promises smarter, more adaptive payment testing, but realizing
its potential requires strong infrastructure, quality data, comprehen-
sive visibility and continued reliance on human expertise.
3