If you're running an 8x8 contact centre — XCaaS for a mid-market insurance team, an outsourced BPO, a utility billing operation, or a debt-recovery agency — you've already met the payment gap. Customers want to pay on the call. 8x8 doesn't have a native, PCI-compliant way to capture their card without exposing your environment.
8x8 Intelligent Customer Assistant handles conversational AI. Quality Management and workforce engagement are built in. But the moment a card needs to be collected, you're choosing between agent-typed numbers (which drag your contact centre into PCI scope), external pay-by-link tools that fragment the call, or single-gateway integrations that limit acquirer flexibility.
This guide is for merchants taking payments through 8x8, and for solution providers and partners deploying 8x8 for clients. It covers how Shuttle adds PCI-compliant payment capture — multi-PSP, works alongside 8x8 ICA, and deploys without re-architecting your XCaaS setup.
The Payment Gap in 8x8
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.
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.
Agent workflow
From the 8x8 agent workspace, the agent stays on the live call. When the caller is ready to pay, the agent clicks a payment action in their workspace and confirms the amount. They never see, type, or hear the card number — DTMF tones are masked from recordings and from the agent's audio. The agent can see status updates (entered card, validated, processed, approved or declined) without ever entering PCI scope. If the call drops mid-payment, the agent can resume or send a payment link to finish the transaction asynchronously.
Customer experience
The customer stays on the same call with the same agent. When prompted, they enter their card details on their phone keypad — the tones are masked so neither the agent nor the recording captures them. They hear confirmation in real time and stay on the line for follow-up questions, receipt delivery, or scheduling. There's no transfer to a separate IVR, no callback to complete payment, and no link they have to action later. 8x8 Intelligent Customer Assistant can hand off to a payment flow and resume the call.
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
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.
For Solution Providers and 8x8 Implementation Partners
If you're an 8x8 partner or SI deploying XCaaS for clients, Shuttle plugs in alongside your build as the payment layer. We support white-label deployment, multi-PSP routing across your client portfolio (each client keeps their preferred acquirer), and partner-friendly commercials. Shuttle works alongside 8x8 ICA so AI-led calls can hand off to compliant payment flows. 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 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?
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
Voice Payments — comprehensive guide to voice payment capture
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment infrastructure to 8x8 without changes to your telephony, agent training, or customer experience. Most deployments go live in under two weeks across multiple PSPs.
If you take payments in a contact centre, see how Shuttle works for merchants, or book a discovery call to walk through your specific deployment.