8x8 Contact Center is a strong mid-market and enterprise CCaaS platform. 8x8 XCaaS combines UCaaS and CCaaS in a single platform, with AI-powered features including Intelligent Customer Assistant (ICA) for conversational AI and workforce engagement management.
For payments, 8x8 offers "Secure Pay" — a branded integration powered by PCI Pal. This provides DTMF masking and speech recognition for card capture during calls. But like all PCI Pal-powered solutions, it comes with limitations around gateway flexibility, pricing model, and AI agent support.
This guide covers how to add comprehensive payment infrastructure to 8x8 using Shuttle.
The Payment Gap in 8x8
8x8 Secure Pay (powered by PCI Pal) handles basic DTMF masking. But it doesn't cover the full picture:
Limited gateway support. 8x8 Secure Pay routes payments through PCI Pal to your gateway, but multi-PSP routing — different gateways for different merchants, regions, or card types — is not supported.
Per-seat pricing. The cost scales with agent count, not payment volume. Contact centres with high agent counts but moderate payment volumes pay a premium per transaction.
No AI agent payment handoff. 8x8's Intelligent Customer Assistant can handle conversational AI, but there is no integration between ICA and Secure Pay for autonomous payment capture. If the AI detects payment intent, it must escalate to a human.
Single-vendor lock-in. Secure Pay is exclusively PCI Pal. If you need capabilities beyond what PCI Pal offers, there's no alternative within the 8x8 ecosystem.
BPO multi-tenancy gaps. BPOs running multiple clients need per-client gateway routing. Secure Pay doesn't natively support routing payments to different PSPs based on the end client.
How to Add Payments to 8x8
Shuttle integrates with 8x8 at the telephony layer to provide PCI-compliant payment capture with full gateway flexibility.
DTMF Masking
When payment is triggered, call audio routes through Shuttle's PCI-certified environment. The customer enters card details via phone keypad. DTMF tones are captured and replaced with masking tones. 8x8 recordings and analytics receive no card data.
AI Agent Payment Handoff
When 8x8's Intelligent Customer Assistant detects payment intent, Shuttle's API can initiate secure card capture within the call. The payment result is returned to the AI conversation. Fully autonomous — no human needed.
Payment Links
Shuttle generates payment links sent via SMS during the call for situations where DTMF isn't suitable.
Agent-Assist Interface
A widget alongside the 8x8 agent desktop lets agents trigger payments, monitor progress, and receive results without handling card data.
How It Works
Call proceeds normally through 8x8 Contact Center.
Payment is triggered. Agent clicks the payment button or ICA triggers via API.
Customer enters card details via phone keypad. DTMF tones are captured and masked.
**Transaction is processed.** Shuttle routes to the configured PSP — any of 40+ supported gateways.
Result returned. Agent or ICA receives the outcome.
Call continues without interruption.
Multi-PSP Support
Shuttle supports 40+ payment gateways with configurable routing:
By merchant — each client or business unit routes to its own gateway
By region — route by geography for optimal settlement and fees
By failover — automatic backup if the primary gateway is unavailable
By card type — route specific card brands through preferred processors
This is the key differentiator from 8x8 Secure Pay, which is limited to PCI Pal's gateway support.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider. Card data never enters your 8x8 environment. Recordings, transcriptions, ICA analytics, and agent workstations are all out of PCI scope.
Your compliance drops from SAQ-D to SAQ-A.
Shuttle costs $0.20 per transaction with no setup fees, no per-agent fees, and no monthly minimums.
Use Cases
Insurance
Insurance contact centres on 8x8 handle premium collections and renewal payments. Shuttle captures payment during the conversation without creating PCI exposure.
Debt Collection
Collections teams need to capture payment when the debtor agrees. Any delay loses the commitment. Shuttle captures immediately, in-call.
Utilities
High-volume bill payment calls can be handled autonomously with 8x8 ICA + Shuttle — reducing cost per interaction.
BPO and Outsourcers
BPOs running multiple clients on 8x8 route each client's payments to their own gateway through a single Shuttle integration.
Frequently Asked Questions
How does Shuttle compare to 8x8 Secure Pay?
8x8 Secure Pay is powered by PCI Pal — it provides DTMF masking with limited gateway support and per-seat pricing. Shuttle provides 40+ gateways, multi-PSP routing, AI agent support, per-transaction pricing ($0.20), and multi-tenant BPO capability.
Does Shuttle require changes to my 8x8 configuration?
No. Shuttle integrates at the telephony layer. Your 8x8 call flows, routing rules, ICA configuration, and agent settings remain unchanged.
Can Shuttle work with 8x8's Intelligent Customer Assistant?
Yes. Shuttle provides an API that ICA can trigger for autonomous payment capture within AI-handled calls.
How quickly can we go live?
Most 8x8 integrations are live within 2-4 weeks.
Related Reading
PCI-Compliant Payments for Contact Centres — the complete guide
Talkdesk Payments — PCI-compliant payment capture for Talkdesk
Genesys Cloud Payments — voice and IVR payments for Genesys Cloud
NICE CXone Payments — payment capture for NICE CXone
PCI Pal Alternatives — comparing contact centre payment solutions
Voice Payments — comprehensive guide to voice payment capture
Get Started
Add PCI-compliant payments to 8x8 without per-seat licensing or gateway lock-in.
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