SOLUTIONS GUIDE
TEchNOLOGy
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What’s top of mind for most retailers? A POS that can enable the organization to accept new mobile payment options, and that will take the EMV migration in stride. In fact, both retailers and suppliers agree that the ability to accept mobile wallet has had a significant impact on POS software purchasing decisions, as has EMV-readiness and overall payment security with the October 2015 deadline quickly approaching.
Frankly, the October 1 deadline for compliance with the EMV mandate is on every retail IT professional’s radar for 2015. The fast-approaching liability shift will place the responsibility for fraud conducted in-store squarely on the shoul-ders of those retailers that are not compliant by the Q4 deadline. In addition to smart card compliance, savvy retail execs are earmarking pricing intelligence, mobile, and other next-gen innovations to the top of their to-do lists. With the state of POS evolving on a constant basis, every retailer — even the most forward-thinking and technological savvy — can benefit from exploring and putting a plan in place to tackle payments in 2015.
Q
With data breaches on the rise, security is top of mind for re-tailers. What steps do you recommend retailers take to better secure the POS?GreGG Brunnick: It is important that retailers secure the entire POS environment. As more businesses outsource server and software services to cloud vendors, customer data is being moved to off-premise data centers. Re-tailers should look for partners that offer integrated solutions and consider the security of new interfacing technologies. Setting up secure payments with NFC mobile payment, as well as EMV chip cards, will help to reduce data breaches at
StePhen BriScOe Senior Director, Retail Managed Services Source Support Services, Inc. DOyle leDfOrD
Vice President of Sales Posiflex
GreGG Brunnick
Director of Marketing, Business Systems Division Epson
ranDy hemS
Vice President Engineering UTC Retail
TackLING NExT-GEN PaymENT
TackLING NExT-GEN PaymENT
beyond just basic payment security consider-ations and looking to incorporate EMV and P2PE into their strategies. Another consider-ation is the deployment of thin POS devices that don’t store any data, thus centralizing all customer and transactional information, or creating a “personal cloud.” This approach al-lows the retailer to be in full control of its own destiny, as opposed to a true SaaS solution, and limits copies of the data on a retailer’s net-work. Unfortunately, breaches will continue. So, minimizing the scope of data security re-quirements the retailer has to manage limits the risk of sensitive data getting accessed.
Q
POS hardware has greatly evolvedover the past several years. how do you think mobile devices and cloud solutions will impact POS hardware in the future?
StePhen BriScOe: I believe mobility and cloud solutions will vary sector by sector. In some sectors they may substantially replace traditional POS deployments, and in other in-stances mobile devices could purely augment existing systems to improve the customer shop-ping experience. I have seen instances of re-tailers holding off on replacing the traditional POS technology and taking a wait-and-see ap-proach to these new technologies. The poten-tial impact of technology convergence makes flexibility and business agility imperative for retailers today.
hemS: Mobile devices and cloud-based solu-tions offer a large pool of opsolu-tions for the re-tailer to choose from when deploying some-thing new. However, neither is a solution on its own and there isn’t one solution out there that fits all. The retailer needs to clearly define the problems within its business that it hopes to solve. Since the lifecycle of a mobile device is shorter than a traditional POS device, the retailer should also be sure to pick a software solution that doesn’t tie it to just one hardware platform. Additionally, with cloud-based solu-tions, the retailer has the option to deploy thin-ner POS hardware at the store. This can be both a cost savings on the original purchase, as well as with the on-going maintenance and support of the device.
leDfOrD: POS hardware will not go away, but will evolve to embrace these technologies. A
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POS haRDwaRE
the POS. While this is no guarantee a breach won’t happen, leveraging proven solutions and system providers along with integrated system testing will become more important than ever in better securing the POS.
DOyle leDfOrD: Many steps – from simple to more involved. First, invest in POS that’s adaptable and ready to accept future up-grades, like the acceptance of a variety of EMV devices. In terms of compatibility, does the system have enough ports to plug in third-party peripherals? And, do those peripherals have the ability to address security concerns? Can you upgrade to an encryption-capable MSR? Does that MSR include a biometrics reader, to ensure user security? Does the ter-minal feature powered USB ports to plug in a variety of security-related devices?
It all starts with a POS device that can em-brace new add-ons (built-in or third party), as well as a software partner taking measures to ensure data is secured on the software side. Security is not simply the hardware, payment processor, or software provider’s responsibil-ity. A retailer should work with all of its part-ners to ensure that they’re providing an en-vironment as safe and secure as possible to transact business.
ranDy hemS: The PCI DSS 3.0 standard is definitely a solid starting point for any re-tailer. But, many retailers are also moving
“POS haS evOlved frOm a caSh regiSter tO a terminal with a keybOard,
a twO-line diSPlay, and a built-in Printer (ecr) tO an intelligent
tOuch-Screen device and a SeParate Printer. SO, POS haS a hiStOry Of evOlutiOn,
but the rOOt Of functiOnality haS nOt gOne away with new technOlOgy.”
– DOyle leDfOrD, Vice PreSiDent Of SaleS, POSiflex
“acceSS tO real-time data iS the game changer. retailerS ShOuld be
lOOking fOr featureS that allOw them tO caPture data in real time
that they can leverage fOr meaningful and actiOnable inSight tO
better Serve the individual cuStOmer.”
and operators to easily migrate current legacy POS systems to cloud POS. With the increas-ing use of mobile devices, consumers expect greater convenience and retailers should be able to react in real time to customer prefer-ences, inventory, staffing, loss/prevention, and merchandising. POS hardware will continue to advance so retailers can run the businesses in the cloud and focus on customer service and merchandising instead of data manage-ment issues.
Q
apple Pay has officially been re-leased and retailers have been quick to sign up. how will this and other nfc technologies impact the future of POS?leDfOrD: POS, in various forms, continues to be the backbone of the transaction. An op-eration may have traditional POS terminals, peripherals, tablets, digital displays, and
cus-tomer-accessible kiosks — all part of the POS ecosystem. Apple Pay becomes another part of that ecosystem. POS systems need to be de-signed to anticipate new technologies. It’s a natural evolution, on-going since the days of simple cash registers, evolving to ECRs, to PC-based POS systems, now with continued evo-lution and a focus on the payment function of POS. The transaction doesn’t go away.
BriScOe: There is no question that consumer use of Apple Pay and other electronic wallet so-lutions will be increasingly adopted in the fu-ture. However, with Apple Pay currently being limited to iPhone 6 and other electronic wallet providers fighting for market share, consumer acceptance & adoption rates are currently dif-ficult to predict.
Q
With retailers focusing on what customers want, when they want it and where they want it – what features should they be looking to incorporate into the POS to better serve the customer?BriScOe: Traditional POS systems do not meet the needs of today’s consumer. Future systems will deliver an enhanced shopping experience by providing associates with more product knowledge, the ability to locate inven-tory anywhere within the enterprise and facili-tate same-day store pick-up or even same day delivery.
riety of devices can work with the cloud today, and mobile devices have become an extension of a POS device, which can input orders, ring a sale, or check inventory via the cloud. POS has evolved from a cash register to a termi-nal with a keyboard, a two-line display, and a built-in printer (ECR) to an intelligent touch-screen device and a separate printer. So, POS has a history of evolution, but the root of functionality has not gone away with new technology. We will see a mix of mobile and connected POS terminals because some may feel more secure with a traditional POS and wired network, while some like the flex-ibility of WiFi.
Software will either be terminal resident, or be pared-down with main processing and data collection in the cloud, and certain POS functionality may be accessible through the customer’s mobile devices. Essentially, POS, in some form or another, will remain integral to the transaction and will continue to evolve to meet merchant and customer demand. Brunnick: Cloud computing and mobile de-vices are game changers in the POS space, changing the way businesses will have to think about POS technology. New smart plat-forms are evolving that contain enough puting power and services to become a com-plete POS system supporting a wide range of connected mobile devices. Future successful POS systems will become gateways capable of communicating real-time data from the cloud. Hardware providers need to remove the technical barriers and enable retailers
“traditiOnal POS SyStemS dO nOt meet the needS Of tOday’S cOnSumer.
future SyStemS will deliver an enhanced ShOPPing exPerience by
PrOviding aSSOciateS with mOre PrOduct knOwledge, the ability tO
lOcate inventOry anywhere within the enterPriSe and facilitate
Same-day StOre Pick-uP Or even Same day delivery.”
– StePhen BriScOe, SeniOr DirectOr, retail manaGeD SerViceS, SOurce SuPPOrt SerViceS, inc.
“retail iS cOnStantly changing. with SO many thingS currently in flux,
it’S imPOrtant that retailerS lOOk fOr POS deviceS that enable future
caPabilitieS and can be uPgraded via firmware Or SOftware uPdateS,
inStead Of cOmPOnent changeS Or full-Scale rePlacement.”
– ranDy hemS, Vice PreSiDent enGineerinG, utc retail
TEchNOLOGy SOLUTIONS GUIDE
POS haRDwaRE
Q
for retailers about to embark on a new POS hardware deploy-ment, what advice would you provide?hemS: Retail is constantly changing. With so many things currently in flux, it’s important that retailers look for POS devices that en-able future capabilities and can be upgraded via firmware or software updates, instead of component changes or full-scale replace-ment. Since requirements for, and advantages of, direct Internet connectivity will continue to increase, look for solutions that provide multiple interface connectivity. Of course, all infrastructure requirements to support these new features are just as important to evaluate as the new POS hardware itself.
Brunnick: Retailers should look at complete-ly integrated solutions that have the built-in intelligence required to address new innova-tions, particularly related to security and new payment methods, as well as the need for
sophisticated analytics. They should leverage proven solutions from reputable providers and consider platforms that can act as a hub or gateway for critical functions. Retailers should ensure that they select proven solutions from established providers given the risks associated with new technology systems as the responsi-bility of fraud shifts more toward them.
leDfOrD: Be open-minded. Consider an in-vestment strategy that addresses both current and future requirements along with emerg-ing technologies. Don’t focus strictly on price without giving thought to total cost of owner-ship. Think about how emerging technologies can be embraced to protect your POS invest-ment for the future. Don’t forget the envi-ronment in which these technologies will be implemented and invest in a system that can endure to deliver maximum uptime. Select products with demonstrated reliability track records and vendor partners who offer com-prehensive care programs. Regardless of new technology trends, reliability never falls out of importance or fashion.
BriScOe: From a technical perspective, in ad-dition to looking to identifying systems that de-liver all the functional capabilities necessary to support current and future operational require-ments, I would recommend looking very closely at hardware that takes advantage of the most up-to-date remote diagnostics capabilities. From a support perspective I recommend involving the internal store support team as early as possible as part of the decision making process. RIS
hemS: Up to now, omnichannel functionality has tended to be very software driven, both from a functionality and channel integration standpoint. However, for a successful om-nichannel strategy, retailers also need access to accurate real-time inventory information across the enterprise. This may require the retailer to review its POS solution’s capabili-ties and to assess any changes that need to be made to the communication infrastructure. From a hardware standpoint, retailers may want to consider a second display for the cus-tomer to see pictures of merchandise or a store listing. Mobile devices can extend this func-tionality out onto the store floor and can be an integral part of an omnichannel strategy. Brunnick: Access to real-time data is the game changer. Retailers should be looking for features that allow them to capture data in real time that they can leverage for meaning-ful and actionable insight to better serve the individual customer.
Features and hardware that enable cloud services without the need for legacy POS in-tegration and the ability to control peripher-als from any mobile device play an important role. Retailers should implement an inte-grated POS system with features that allow them to deploy flexible configurations, such as highly efficient checkout throughout a store environment, in-store kiosks, mobile POS or pop-up stores, or store-within a-store concepts.
“in additiOn tO lOOking tO identifying SyStemS that deliver all the
func-tiOnal caPabilitieS neceSSary tO SuPPOrt current and future OPerafunc-tiOnal
requirementS, i wOuld recOmmend lOOking very clOSely at hardware that
takeS advantage Of the mOSt uP-tO-date remOte diagnOSticS caPabilitieS.”
– StePhen BriScOe, SeniOr DirectOr, retail manaGeD SerViceS, SOurce SuPPOrt SerViceS, inc.
“think abOut hOw emerging technOlOgieS can be embraced tO PrOtect yOur
POS inveStment fOr the future...Select PrOductS with demOnStrated
reli-ability track recOrdS and vendOr PartnerS whO Offer cOmPrehenSive care
PrOgramS. regardleSS Of new technOlOgy trendS, reliability never fallS
Out Of imPOrtance Or faShiOn.”
– DOyle leDfOrD, Vice PreSiDent Of SaleS, POSiflex
TEchNOLOGy SOLUTIONS GUIDE
POS haRDwaRE
cOmPany name/ WeBSite releVant PrODuct/SOlutiOn key clientS aPG cash Drawer
www.cashdrawer.com Bluetooth Device for Cash Drawers, Stratis Integration System, Series 4000 Cash Drawer Advanced Auto Parts, Lowe’s, McDonald’s
aVe investments dba pccashdrawer
www.pccashdrawer.com iRegister, posSign, pcMonitor, posPortable
Benjamin Moore Paint Stores, Chanel USA, Party City
epson
www.pos.epson.com
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OmniLink Smart Solutions, Mobilink Handheld
Printers N/A
fujitsu
www.us.fujitsu.com/solutions Fujitsu TeamPoS 7000 All-in-One N/A
J2 retail Systems, inc.
www.j2usa.com PC-based touchscreen POS terminals for Retail, Leisure, Hospitality and Education vertical markets Estee Lauder, Red Robin, Vancouver Island University
ncr corporation
www.ncr.com NCR RealPOS XR7 Lindex, Shell, Tesco
Panasonic
www.panasonic.com/
foodservices Panasonic Stingray III N/A
Par
www.partech.com PAR SureCheck Wegmans
Posiflex
www.posiflexusa.com
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Point of Sale Hardware: KS7215, KS7715, XT4015
and XT5315 Hooters, NBC Universal Stores & Concessions, Thorntons Inc.
Source Support Services www.SourceSupport.com
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In-Store Technology Support,
Maintenance-as-a-Service (MaaS) Rubbermaid, Seagate, Super Micro
utc retail www.utcretail.com
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5100 Integrated POS Series, 1100 and 4100 Distributed POS Series, and the 2100 and
3100 All-In-One POS Series AMC Theaters, Lowe’s, Perry Ellis
Verifone
www.verifone.com MX Solutions CVS, Kohl’s, GNC
