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 DTMF-based integration for card capture during calls. For enterprise and BPO use cases, Shuttle adds multi-PSP gateway support, no per-seat pricing, and an API an AI agent can call to take the card inside the call.
This guide covers how to add comprehensive payment infrastructure to 8x8 using Shuttle.
The Payment Gap in 8x8
8x8 Secure Pay handles DTMF masking for card capture during calls. For many enterprise and BPO use cases, additional capability is needed:
Multi-PSP routing. Enterprise customers and BPOs need to route payments to different gateways for different merchants.
Per-transaction pricing. Shuttle charges per transaction, with a monthly fee per live instance and no per-seat fees, which suits contact centres with high agent counts and moderate payment volumes.
AI agent payment handoff. 8x8's Intelligent Customer Assistant can handle conversational AI, but autonomous payment capture requires an API-driven handoff between the AI flow and a payment layer.
Multi-tenant architecture for BPOs. BPOs running multiple clients need per-client gateway routing, routing Client A's payments to their own PSP and Client B's to theirs, from a single integration.
How Shuttle Adds Payments to 8x8
Shuttle adds PCI-compliant card capture to your 8x8 payment flows. When the customer is ready to pay, the card is captured through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your 8x8 recordings, transcription, or your agents.
The setup is light. It runs on Twilio Pay, so you need to be a Twilio customer, and you build a small integration on your side. Shuttle ships the secure PCI capture, payment links, IVR, and the payment APIs; what it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call wired for 8x8 specifically. So the part you build is small: pass the payment amount to Shuttle through its API (the minimum data we need), connect the secure capture into your 8x8 call flow over Twilio, and add your own agent screen if your workflow needs one. If that fits, book a call and we will scope your exact setup. There is practical detail in the "What to Expect" section further down.
Secure card capture (voice)
When payment is triggered, the card is captured in a secure, PCI DSS Level 1 call via Twilio Pay. The customer enters card details on their phone keypad, and the digits pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment. 8x8 recordings and ICA analytics receive no card data. See the Twilio IVR & Agent Assist payment docs.
Payment Links
This is the most turnkey path. Shuttle generates payment links sent via SMS or email, including mid-call while the customer is on the line. Links work even with gateways that don't support voice capture. See the Payment Links docs.
AI Agent Payment Handoff
When 8x8's Intelligent Customer Assistant detects payment intent, Shuttle's API can initiate the secure Twilio Pay capture within the call and return the result to the AI conversation, without a human in the loop. You build this handoff against Shuttle's APIs.
Agent experience
For voice, the agent triggers the capture and sees the result without ever handling card data. Shuttle does not ship a pre-built agent screen or input UX for 8x8, so you build that minimal piece against Shuttle's APIs: trigger the capture, pass the amount, and show the result in your own agent screen if your workflow needs one. There is more in the "What to Expect" section below.
How a voice payment works
The call proceeds on 8x8 Contact Center as normal.
Payment is triggered from your agent interface, or ICA triggers it via API.
Card captured securely in a PCI DSS Level 1 call via Twilio Pay. The customer enters their card on the keypad, and the digits pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment.
Transaction is processed. Shuttle routes to the configured PSP, any of 30+ supported gateways.
Result returned to your interface or the ICA flow.
No card data in 8x8. The card digits never touch your 8x8 recordings, analytics, or agent workstations.
Multi-PSP Support
Shuttle supports 30+ payment gateways, and provider selection is set by configuration:
Merchant: each of your clients or business units can have its own gateway configuration
Payment method: cards through one gateway and ACH through another
Manual failover: if a gateway is down, you can move the affected payment types to another connected gateway. There is no automatic failover, and saved cards stay with the gateway that stored them, so repeat payments on stored cards will not run through the second one
Switching processors later is configuration, not a re-integration, though saved cards stay with the gateway that stored them. One caveat for voice specifically: a small number of gateways (for example Braintree) don't permit raw card data to be passed to them, so they don't work for voice capture, though they do work for payment links.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider. Because the card is captured in the secure Twilio Pay call, card data never enters your 8x8 environment. Recordings, transcriptions, ICA analytics, and agent workstations all stay out of the card data flow, which limits your PCI scope. Merchants complete SAQ-A; platforms, BPOs and other service providers collecting payments for other businesses complete SAQ-D. Your acquirer confirms which form applies to you. Full detail is in the security docs.
Voice payments cost $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account, with no per-seat fees. See pricing.
For Solution Providers and 8x8 Implementation Partners
If your team deploys 8x8 for clients, as a partner or a system integrator, Shuttle is the payment layer you deliver alongside the rest of the implementation. Each client keeps their own merchant account and their own gateway, and your side integrates once, so payments are not rebuilt for every engagement and client money never lands in yours.
Shuttle's voice capture runs on Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Shuttle is not a pre-packaged 8x8 plugin, so your team builds a small integration between 8x8 and Shuttle, and voice deployments need a Twilio account. For partnership conversations, book a discovery call.
Use Cases
Insurance
Insurance contact centres on 8x8 handle premium collections and renewal payments. Shuttle captures payment during the conversation, and card data never reaches your agents or recordings.
Debt Collection
Collections teams need to capture payment when the debtor agrees. Any delay loses the commitment. Shuttle captures it in the call.
Utilities
High-volume bill payment calls can run through 8x8 ICA with Shuttle capturing the card.
BPO and Outsourcers
BPOs running multiple clients on 8x8 route each client's payments to their own gateway through a single Shuttle integration.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged 8x8 plugin. Here is the honest detail so there are no surprises on the call:
It runs on Twilio Pay today. Shuttle's voice capture uses Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways, so you need to be a Twilio customer. Shuttle works with Twilio today, and any carrier coming soon.
You build a small integration, not a payment system. Shuttle ships the secure PCI capture, IVR, payment links, and payment APIs. What it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call for 8x8 specifically. So you build that minimal glue: pass the amount to Shuttle via its API (the minimum data we need), connect the capture into your 8x8 call flow over Twilio, and add your own agent screen if your workflow needs one. It is light.
Point-of-payment capture is what is live. Securely capturing the card at the moment of payment works today. Shuttle staying present across the entire conversation is not available today, and Shuttle does not ship call hand-back after payment out of the box. What happens to the caller after payment is part of the call flow you build in Twilio. Works with Twilio today, and any carrier coming soon.
Payment links are the most turnkey path and need the least build. Many teams start there and add voice capture later.
Frequently Asked Questions
Does Shuttle have a native 8x8 integration?
Not today. Shuttle's voice capture runs on Twilio Pay, and you invoke that setup rather than installing a Shuttle app in 8x8. You'll need to be a Twilio customer and to build a small integration on your side (pass the amount to Shuttle's API and wire the secure capture into your call flow over Twilio). Shuttle works with Twilio today, and any carrier coming soon.
Does this require Twilio?
Yes, today. The secure card capture runs via Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Shuttle works with Twilio today, and any carrier coming soon.
Can Shuttle work with 8x8's Intelligent Customer Assistant?
Yes. Shuttle provides an API that ICA can trigger to start the Twilio Pay capture within AI-handled calls. You build the handoff against that API.
Can we just use payment links instead of voice capture?
Yes. Many teams use links only, sent via SMS or email, including mid-call. Links are the most turnkey part of Shuttle and work with gateways that don't support voice capture.
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
Voice Payments, comprehensive guide to voice payment capture
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If you are a merchant taking payments on 8x8 rather than building for clients, talk to us about your deployment, or see how Voice Checkout works.