Take payments over the phone
Card capture for contact centres, IVR flows and AI voice agents, connected to 30+ payment gateways including Stripe, Adyen, and Worldpay Access.
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For years, Business Process Outsourcers (BPOs) have perfected the art of conversation. They’ve automated workflows, trained agents, and delivered millions of customer interactions on behalf of the world’s biggest brands. Yet, in many contact centres, the moment that matters most, the payment, still sits outside the flow.
That gap is closing fast. A new generation of BPOs is realising that every customer interaction is also a potential transaction. With voice and payment layers now converging, they’re turning calls into checkouts.
The Missed Moment in Customer Experience
Every BPO leader knows this scenario. A customer calls to renew, pay, or settle an account. The agent solves the problem, the customer agrees to pay, and then everything slows down.
“Let me just open another screen.”
“Can I read your card details?”
“I’ll send you a link to complete payment.”
Momentum dies. Trust fades. The call that could have ended with revenue ends with follow-up admin. Multiply that by thousands of calls, and the opportunity cost is staggering.
From Service Lines to Payment Lines
The smartest BPOs are flipping that script. They’re embedding voice payments directly into their contact-centre workflows, so customers can pay securely and compliantly while still on the line.
Every call can now include a checkout moment. Every agent can close revenue in real time. Every client can report faster cash flow and fewer unpaid accounts.
It’s not just operational efficiency. It’s commercial evolution.
The Technology Behind It
At the heart of this transformation lies the Payment Layer, Shuttle’s multi-merchant, multi-processor architecture that connects into Twilio-based IVR and AI voice systems.
Instead of forcing each client or campaign to integrate a payment gateway, Shuttle gives BPOs a central, programmable layer that manages:
Secure DTMF capture through Twilio Pay for PCI-compliant voice payments.
Automatic fallback to Payment Links via SMS.
Connections to 30+ payment gateways for voice, with each client on its own processor.
Segmentation by client or brand.
The result: many merchants on one integration, limited PCI scope.
Why Compliance Is No Longer the Bottleneck
Historically, PCI DSS compliance made phone payments a minefield. BPOs needed segregated environments, specialist audits, and manual data controls, a nightmare to scale across multiple clients.
Shuttle changes that. Card data goes straight to the payment gateway and never touches the BPO’s agents, recordings or CRMs, which limits the BPO’s PCI scope.
That means BPOs can handle payments on behalf of dozens of clients while keeping their own PCI scope limited.
Voice + AI + Payment = Agentic Commerce
The next wave of outsourcing is agentic commerce, where AI voice systems, chatbots, and human agents all operate from the same intelligent payment logic.
When a customer says “I’ll pay now,” the system knows exactly what to do. It captures the payment and records the outcome. No separate workflow. No delay. No lost intent.
This convergence of automation and commerce is redefining what it means to deliver customer experience at scale.
Faster Onboarding, Faster ROI
For many BPOs, the key to growth is speed: how quickly they can onboard new clients, deploy campaigns, and deliver measurable value.
Each client environment is isolated, permissioned, and pre-integrated with its own compatible processor. The BPO simply reuses the proven architecture: no duplicate builds.
That’s scalability by design.
Redefining the BPO Business Model
The traditional BPO model was built on efficiency: answer more calls, faster, cheaper. The next generation model is built on enablement, turning every interaction into value.
By adding payments into the conversation, BPOs move closer to the heart of their clients’ revenue cycles. They become not just service partners, but growth partners.
That’s what Shuttle enables: a new era of intelligent, transaction-driven outsourcing.
Turn Your Calls into Checkouts
If your BPO manages voice interactions, it’s time to capture the payment moment, not just the conversation. With Shuttle, you can unify voice, chat, and link payments under one compliant, programmable layer, and start converting calls into cash flow.
Explore Shuttle’s IVR & Voice Payments.