Cisco Webex Contact Centre Has No Native Payment Capture
Cisco Webex Contact Centre — formerly Cisco Contact Center Enterprise (UCCE) and Cisco Unified Contact Center Express (UCCX) — is one of the most widely deployed enterprise contact centre platforms in the world. It handles complex routing, multi-channel interactions, workforce optimisation, and integrates with the broader Cisco collaboration ecosystem.
What it does not do is securely capture card payments during a live call.
Cisco Webex Contact Centre was built for communication management. When a customer needs to pay during a call, the platform offers no built-in mechanism to collect card details without exposing your agents, recordings, and infrastructure to cardholder data — and the full weight of PCI compliance that comes with it.
For enterprises running Cisco Webex Contact Centre in financial services, insurance, utilities, healthcare, and government, this is not a minor gap. It is a compliance and operational problem that affects thousands of calls daily.
The Payment Gap in Cisco Webex Contact Centre
Cisco's contact centre platform has evolved through multiple generations — from UCCE and UCCX to the current cloud-native Webex Contact Centre. Across all versions, payment capture remains absent from the core product.
No DTMF tone isolation. Cisco Webex Contact Centre processes DTMF for IVR menu navigation, but there is no mechanism to capture card entry DTMF while suppressing tones from the agent audio stream and call recording. When a customer enters card digits via keypad, the agent hears every tone and the recording captures them all.
Recording infrastructure is always in scope. Cisco Webex Contact Centre uses Webex Recording or integrates with enterprise recording platforms like Verint, NICE, or Calabrio. All of these record the full audio stream. Pause-and-resume is available but unreliable at scale — it depends on agent compliance and introduces human error. Even when executed correctly, the agent still hears the card number spoken or toned.
Enterprise complexity compounds the problem. Cisco deployments tend to be large, complex, and deeply integrated with enterprise infrastructure — Active Directory, CRM systems, WFM platforms, analytics suites. Adding PCI scope to this environment means every connected system must be assessed, segmented, and potentially hardened. The compliance burden is proportional to the complexity of the deployment.
No multi-gateway support. Cisco's platform has no native payment routing. If you build a custom payment integration, it connects to one gateway. Large enterprises with multiple PSP relationships across divisions or regions need a solution that routes to different gateways based on business rules — something Cisco does not provide.
AI and analytics exposure. Cisco Webex Contact Centre includes AI-powered features — virtual agents, conversation analysis, agent assist. If card data enters the audio stream, it flows through these AI systems. Transcriptions contain card numbers. Analytics dashboards may surface them. The same AI capabilities that add value to the platform amplify the PCI risk.
How to Add Payments to Cisco Webex Contact Centre
Shuttle integrates with Cisco Webex Contact Centre to provide PCI-compliant payment capture without modifying your core platform. The integration approach depends on your deployment architecture.
SIP Trunk Integration
For enterprise Cisco deployments — both the cloud-native Webex Contact Centre and legacy UCCE/UCCX environments — Shuttle integrates via SIP trunk at the Session Border Controller (SBC) or CUBE (Cisco Unified Border Element) layer. When a payment moment is reached, the call audio routes through Shuttle's PCI-certified environment. DTMF tones are captured and stripped before the audio returns to Cisco's infrastructure.
This approach requires no changes to your Cisco Webex Contact Centre configuration, Flow Designer scripts, or agent desktop setup.
Twilio Integration
If your Cisco Webex Contact Centre deployment uses Twilio for any portion of its telephony — common in hybrid or migration scenarios — Shuttle integrates directly as Twilio's official payment partner. This provides a clean integration path without touching Cisco infrastructure.
Payment Links via SMS
For asynchronous payment capture, the agent triggers a payment link sent to the customer's mobile via SMS or email. The customer completes payment on a hosted, PCI-compliant checkout page branded to your business. The transaction result is returned to the agent's Webex Agent Desktop in real time.
Agent-Assist Widget
Shuttle provides an agent-facing interface that operates within or alongside the Cisco Webex Agent Desktop. The agent initiates payment, monitors the transaction progress, and receives the result — all without handling card data.
How It Works
Standard call handling. The customer calls in and is routed through Cisco Webex Contact Centre as normal. The agent handles the conversation — account queries, service requests, issue resolution.
Agent initiates payment. When payment is required, the agent clicks the payment button in the Shuttle widget within the Agent Desktop. The customer is prompted to enter their card details via keypad.
DTMF capture and masking. The customer enters their card number, expiry date, and CVV using their phone keypad. Shuttle captures these tones within its PCI DSS Level 1 certified environment. The tones are replaced with masking tones in the audio stream — the agent hears nothing identifiable. The call recording captures only the masked audio.
Transaction processing. Shuttle routes the payment to the appropriate PSP — Stripe, Adyen, Worldpay, Checkout.com, or any of 16+ supported gateways. Routing rules can be set by merchant, region, card type, or failover logic.
Result returned to agent. The transaction outcome (approved, declined, or error) appears in the Shuttle widget in real time. A tokenised payment reference is available for logging to your CRM or Cisco Finesse.
Call continues. The agent confirms payment to the customer and the conversation continues. No transfer, no callback, no interruption.
Multi-PSP Support
Enterprise Cisco Webex Contact Centre deployments frequently serve multiple business units, divisions, or regions — each with established PSP relationships. Shuttle supports 40+ PSPs with flexible routing:
By division — different business units route payments to their contracted PSP
By geography — UK transactions to Worldpay, European transactions to Adyen, US transactions to a domestic processor
By failover — automatic fallback to a secondary gateway if the primary is unavailable
By card scheme — route Amex through a different processor than Visa/Mastercard
For large enterprises with complex payment architectures, this multi-PSP capability is essential. Shuttle does not require you to consolidate to a single gateway — your existing PSP relationships remain intact.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider — the highest level of certification in the payment card industry.
When Shuttle handles payment capture for Cisco Webex Contact Centre, your PCI scope drops to SAQ-A:
Card data never enters your Cisco infrastructure
DTMF tones are stripped before reaching your Webex Contact Centre, recording platform, or analytics systems
Call recordings contain no cardholder data
AI transcription and conversation analysis process no card information
Agents never hear, see, or handle card numbers
Your CUBE/SBC, network infrastructure, and CRM remain out of PCI scope
The alternative — handling card data within your Cisco environment — puts your entire contact centre infrastructure in scope for SAQ-D: 300+ requirements, annual QSA audits, network segmentation, encryption mandates, and compliance costs that scale with the complexity of your deployment. For enterprise Cisco environments, this typically means seven-figure annual compliance programmes.
Shuttle costs $0.20 per transaction with no setup fees.
Use Cases
Financial Services
Banks, building societies, and financial institutions running Cisco Webex Contact Centre handle card payments for loan repayments, account top-ups, and fee collection. PCI compliance in financial services is subject to regulatory scrutiny from the FCA and PRA. Shuttle eliminates card data from the contact centre environment entirely, simplifying compliance and reducing audit scope.
Insurance
Large insurers are among Cisco's core enterprise customer base. Premium collection, policy renewals, excess payments, and claims settlements happen over the phone daily. Shuttle allows agents to collect payment during the conversation — maintaining the personal touch that drives retention — without PCI exposure.
Healthcare
NHS trusts, private healthcare providers, and health insurers running Cisco Webex Contact Centre can collect payments for prescriptions, appointments, excess fees, and premium payments. Shuttle's SAQ-A compliance model simplifies healthcare's already demanding regulatory environment.
Government and Public Sector
Local authorities, central government agencies, and public bodies use Cisco contact centre platforms extensively. Council tax, parking fines, licence fees, and service charges can be collected securely during calls — meeting both PCI DSS requirements and government procurement security standards.
Frequently Asked Questions
Does Shuttle work with legacy Cisco UCCE and UCCX?
Yes. Shuttle integrates via SIP trunk at the CUBE or SBC layer, which works with both the current Webex Contact Centre platform and legacy UCCE/UCCX deployments. If you are mid-migration between Cisco platforms, the payment integration carries across.
Do we need to modify our Flow Designer scripts?
No. Shuttle operates at the telephony layer, not within Cisco's application layer. Your IVR scripts, routing logic, and agent desktop configuration remain unchanged.
How does Shuttle handle Cisco's call recording?
DTMF tones are stripped from the audio stream before they reach your recording infrastructure. Whether you use Webex Recording, Verint, NICE, Calabrio, or another platform, recordings capture the full call minus any card data. No pause-and-resume configuration is needed.
Can Shuttle work with Cisco's AI virtual agents?
Yes. If your Webex Contact Centre deployment uses virtual agents for self-service, Shuttle can integrate into the call flow to handle payment capture when the virtual agent identifies a payment intent. The virtual agent hands off to Shuttle for secure payment capture and receives confirmation to continue the automated flow.
What does it cost?
$0.20 per transaction. No setup fees, no per-seat fees, no monthly minimums. No long-term contract required.
Related Reading
PCI-Compliant Payments for Contact Centres — the complete guide to secure contact centre payments
Twilio Pay Connectors — how Shuttle integrates with Twilio's payment infrastructure
Voice Payments — the definitive guide to taking payments over voice channels
AI Voice Agent PCI Payments — adding payment capture to AI-powered voice agents
PCI Pal Alternatives — how Shuttle compares to legacy contact centre payment providers
Voice Checkout — Shuttle's voice payment product
Get Started
Adding PCI-compliant payments to Cisco Webex Contact Centre does not require platform changes, custom development, or a PCI audit. Shuttle provides a pre-built payment layer that works with your existing Cisco infrastructure and PSP relationships.
Talk to our team about adding secure payment capture to your Cisco Webex Contact Centre deployment, or explore Voice Checkout to see how it works.