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 secure card capture built in. Cisco Webex Contact Centre processes DTMF for IVR menu navigation, but there is no built-in mechanism to capture card entry securely while keeping the digits out of the agent audio stream and call recording. When a customer reads or keys in card digits, the agent hears them and the recording captures them.
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 Shuttle Adds Payments to Cisco Webex Contact Centre
Shuttle adds PCI-compliant card capture to your Cisco Webex Contact Centre 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 Cisco Webex Contact Centre recordings, transcription, or your agents. Shuttle customers already take payments this way on Cisco Webex Contact Centre-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 Cisco Webex Contact Centre 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 Cisco Webex Contact Centre call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running Cisco Webex Contact Centre 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 it is time to pay, the card is captured in a secure, PCI DSS Level 1 call via Twilio Pay. The customer enters their card details on their phone keypad, and the digits are captured inside Shuttle's certified environment, they never reach your Cisco recordings, your connected CRM, or your agents. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Payment Links via SMS or email
This is the most turnkey path. The agent triggers a payment link sent to the customer's mobile via SMS or email, including mid-call to a customer still on the line. The customer completes payment on a hosted, PCI-compliant checkout page, and the result is returned in real time. Shuttle provides the link interfaces out of the box, and links work even with gateways that don't support voice capture. See the Payment Links docs.
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 Cisco Webex Contact Centre, 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. Customers running Cisco Webex Contact Centre have already built this. There is more in the "What to Expect" section below.
How a voice payment 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 triggers the capture from the interface you've built against Shuttle's APIs. The customer is prompted to enter their card details.
Card captured securely. The card is captured 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. The agent hears nothing identifiable.
**Transaction processing.** Shuttle routes the payment to the configured PSP, any of 30+ supported gateways. Routing rules can be set by merchant, region, card type, or failover logic.
Result returned. The transaction outcome (approved, declined, or error) appears in your interface in real time. A tokenised payment reference is available for logging to your CRM or Cisco Finesse.
No card data in Cisco. The card digits never touch your Cisco recordings, your CRM, or your agent workstations.
Multi-PSP Support
Enterprise Cisco Webex Contact Centre deployments frequently serve multiple business units, divisions, or regions, each with established PSP relationships. Shuttle supports 30+ payment gateways 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. Switching gateways 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.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider, the highest level of certification in the payment card industry.
Because the card is captured in the secure Twilio Pay call, your PCI scope drops to SAQ-A:
Card data never enters your Cisco infrastructure
Card digits are captured inside Shuttle's certified environment, not 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. Full compliance documentation, including the AOC scope, 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
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 keeps card data out of 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.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Cisco Webex Contact Centre 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 Cisco Webex Contact Centre 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 Cisco Webex Contact Centre call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running Cisco Webex Contact Centre have already done it.
A native Cisco Webex Contact Centre 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 Cisco Webex 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 Cisco Webex Contact Centre. 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 Cisco Webex Contact Centre have already done. We can build a native Cisco Webex integration as a paid project, 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 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 even with gateways that don't support voice capture.
How does Shuttle keep card data out of Cisco's call recording?
The card is captured in the secure Twilio Pay call, not within your Cisco audio stream, so the digits never reach your recording infrastructure. Whether you use Webex Recording, Verint, NICE, Calabrio, or another platform, recordings contain no cardholder data. No pause-and-resume configuration is needed.
Can we try it before committing?
Yes. You can build a proof of concept against Shuttle's sandbox gateway and demo app to see the IVR flow, then move to a compatible production gateway when you're ready.
What does it cost?
$0.20 per successful transaction for voice. No setup fees, no per-seat fees, no monthly minimums. Payment links are currently free.
Related Reading
PCI-Compliant Payments for Contact Centres, the complete guide to secure contact centre payments
Twilio Pay Connectors, how Shuttle works 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
Voice Checkout, Shuttle's voice payment product
Get Started
Shuttle adds PCI-compliant payments to a Cisco Webex Contact Centre operation via Twilio, with multi-PSP routing and no gateway lock-in. We'll walk you through what's live today and the path for your setup.
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.