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, gaps remain around multi-PSP gateway support, pricing flexibility, and AI agent handoff.
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, regions, or card types.
Per-transaction pricing. For contact centres with high agent counts but moderate payment volumes, transaction-based pricing can be more cost-effective than seat-based pricing.
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 inside Shuttle's PCI DSS Level 1 certified environment via Twilio Pay (Shuttle is Twilio's preferred payments partner), and the card data never reaches your 8x8 recordings, transcription, or your agents. Shuttle customers already take payments this way on 8x8-based operations today.
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. Customers running 8x8 have already built exactly this. 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 are captured inside Shuttle's certified 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.
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 are captured inside Shuttle's certified 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 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
Switching processors later is configuration, not a re-integration. 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. This routing flexibility is the key differentiator from a single-gateway DTMF integration.
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 are all out of PCI scope, keeping you on the lighter SAQ-A path. Full detail is in the security docs.
Voice payments cost $0.20 per successful transaction with no setup fees, no per-seat fees, and no monthly minimums. Payment links are currently free (a new pricing model is coming).
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.
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 the certified payment connector, so you need to be a Twilio customer. A carrier-agnostic version that removes the Twilio requirement is on our roadmap for later in 2026.
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, and customers running 8x8 have already done it.
A native 8x8 integration is available as a paid project. If you would rather not build the integration yourself, we can build one for your deployment with you.
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, or handing the caller back to the same agent afterwards, is part of the fuller call control coming with the carrier-agnostic version.
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 (we're Twilio's preferred payments partner), 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), which customers running 8x8 have already done. We can build a native 8x8 integration as a paid project if you'd rather not build it yourself, and a carrier-agnostic version is on our roadmap.
Does this require Twilio?
Yes, today. The secure card capture runs via Twilio Pay, where Shuttle is the certified payment connector. The carrier-agnostic version that removes this requirement is on our roadmap.
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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