Taking Card Payments on Cisco Webex Contact Centre
Cisco Webex Contact Centre 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.
Secure card capture on Webex comes from third-party apps on the Webex App Hub, including one for the Webex Contact Centre agent desktop, which keep card digits away from agents and recordings. Cisco is not a payment processor, so the payment itself still needs a provider behind it.
Without a secure capture step, taking a card during a call exposes your agents, recordings, and infrastructure to cardholder data, and to the PCI scope that comes with it.
For enterprises running Cisco Webex Contact Centre in financial services, insurance, utilities, healthcare, and government, that is a compliance and operational problem, not a minor one.
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. Whichever version you run, here is what the payment side needs:
A secure capture step. Cisco Webex Contact Centre processes DTMF for IVR menu navigation. Without a secure capture step, card digits a customer reads out or keys in reach the agent and the call recording.
Recording infrastructure. Cisco Webex Contact Centre uses Webex Recording or integrates with enterprise recording platforms like Verint, NICE, or Calabrio, so the capture step has to keep card data out of whichever one you run.
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.
Multi-gateway support. Cisco is not a payment processor, so choosing a gateway per division sits outside it. A custom payment integration usually connects to one gateway, while large enterprises with PSP relationships across divisions need each division's payments to go to its own gateway.
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 through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your Cisco Webex Contact Centre 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 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 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. Your agent-side system or IVR triggers a payment link via Shuttle's API, 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. 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment. The digits never reach the agent.
Transaction processing. Shuttle routes the payment to the configured PSP, any of 30+ supported gateways. Provider selection can be set per merchant and payment type.
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 or divisions, each with established PSP relationships. Shuttle supports 30+ payment gateways, and provider selection can be set:
By division: different business units route payments to their contracted PSP
By 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
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, 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, the highest level of certification in the payment card industry.
Because the card is captured in the secure Twilio Pay call, your PCI scope is heavily reduced, and merchants typically qualify for SAQ-A while platforms complete SAQ-D:
Card data never enters your Cisco infrastructure
Card digits pass from Twilio Pay to Shuttle's PCI DSS Level 1 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
The alternative, handling card data within your Cisco environment, puts your entire contact centre infrastructure in scope for SAQ-D: network segmentation, encryption mandates, and compliance costs that scale with the complexity of your deployment. Full compliance documentation, including the AOC scope, 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 Cisco Webex Contact Centre Implementation Partners
If your team deploys Cisco Webex Contact Centre 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 Cisco Webex Contact Centre plugin, so your team builds a small integration between Cisco Webex Contact Centre and Shuttle, and voice deployments need a Twilio account. For partnership conversations, book a discovery call.
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. Shuttle keeps card data out of the contact centre environment entirely, simplifying compliance and reducing audit scope.
Insurance
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, while limiting PCI scope.
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. This simplifies healthcare's already demanding regulatory environment.
Government and Public Sector
Local authorities, central government agencies, and public bodies running Cisco Webex Contact Centre can collect council tax, parking fines, licence fees, and service charges securely during calls.
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 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 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.
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 Cisco Webex integration?
Not today. Shuttle's voice capture runs on Twilio Pay, 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). 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 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?
Voice costs $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.
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
If you are a merchant taking payments on Cisco Webex Contact Centre rather than building for clients, talk to us about your deployment, or see how Voice Checkout works.