Five9 is one of the leading cloud contact centre platforms, serving thousands of organisations across financial services, healthcare, retail, and telecommunications. It handles intelligent routing, workforce optimisation, and AI-powered virtual agents. It processes millions of customer conversations daily.
What Five9 does not do natively is capture card payments in a PCI-compliant way.
Five9 has partnerships with payment providers, but these integrations are typically limited to a single gateway and lack the multi-PSP routing that enterprise customers require. If your contact centre serves multiple clients, operates across regions, or needs to route transactions to different processors based on merchant or currency, the native options fall short.
This guide covers how to add secure, multi-gateway payment capture to Five9 using Shuttle — maintaining PCI compliance while keeping your existing telephony and call flows intact.
The Payment Gap in Five9
Five9 excels at what it was built for: intelligent call routing, agent productivity, and customer experience analytics. But payment capture is not part of that architecture, and the gaps are significant for organisations that need to collect payments during calls.
Limited PSP flexibility. Five9's existing payment partnerships typically lock you into a specific gateway. If your merchants use Worldpay, your payment partner supports Stripe, and there is no easy bridge. Enterprise customers with established gateway relationships cannot simply switch processors.
No multi-PSP routing. BPOs running Five9 on behalf of multiple end clients need to route each client's payments to that client's own gateway. Five9 has no mechanism for this. Each client would need a separate payment integration — or compromise on a shared gateway that many clients will reject.
DTMF exposure in recordings. Without purpose-built DTMF suppression, keypad tones from card entry are captured in call recordings and audible to agents. This puts your telephony, recording infrastructure, and agent workstations into full PCI scope.
AI agent limitations. Five9's Intelligent Virtual Agent (IVA) can handle conversational flows, but when a customer needs to pay, the AI hits a wall. There is no native secure payment handoff that maintains the conversation context and returns a result to the AI flow.
Full PCI scope. Without an external payment layer that isolates card data, any payment flow built on Five9 inherits SAQ-D compliance requirements — the most demanding level, covering hundreds of controls across your entire infrastructure.
The practical result: organisations either transfer customers out of Five9 to a separate payment IVR (breaking the experience), send payment links after the call (reducing conversion), or have agents take card details verbally (creating compliance risk).
How to Add Payments to Five9
Shuttle integrates with Five9 to provide PCI-compliant payment capture across voice, SMS, and agent-assisted channels. The integration does not require replacing your telephony provider or modifying your core Five9 configuration.
DTMF Masking via Twilio or SIP
When a payment is initiated during a Five9 call, the audio path is routed through Shuttle's PCI-certified environment. The customer enters card details via their phone keypad. Shuttle captures the DTMF tones securely and replaces them with flat masking tones in the audio stream returned to Five9.
The agent stays on the line throughout. They hear a confirmation tone for each keypress but cannot determine the actual digits. Call recordings contain only masked tones — no card data.
The integration connects through:
Twilio carrier — if Five9 is configured with Twilio as the telephony backbone, Shuttle connects through the existing Twilio infrastructure
Direct SIP — for Five9 instances using other carriers, Shuttle integrates via SIP trunk for the payment portion of the call
Payment Links via SMS
During a call, the agent can trigger a payment link sent to the customer's mobile via SMS. The customer completes payment on a secure hosted checkout page while remaining on the call with the agent. Payment confirmation is returned to the agent in real time. This is particularly useful for customers calling from landlines or VoIP clients without keypads.
Agent-Assist Interface
Shuttle provides an agent-facing widget that integrates with Five9's agent desktop. The agent initiates a payment, monitors progress (waiting for card entry, processing, result), and receives confirmation — without ever seeing or handling card data. The widget displays transaction status, amount, and outcome in a clean interface alongside the existing Five9 agent tools.
How It Works
A typical DTMF payment flow on Five9:
Customer is on a call managed by Five9 — connected to a human agent or an IVA.
Payment is triggered. The agent clicks "Take Payment" in the Shuttle widget, specifying the amount and currency. Alternatively, a Five9 IVA flow triggers the payment via API.
Audio routing activates. The call audio is routed through Shuttle's PCI-certified environment. The agent and customer remain connected — the conversation is uninterrupted.
Customer enters card details. Shuttle prompts the customer via automated voice to enter their card number, expiry date, and CVV using the phone keypad. Each DTMF tone is captured by Shuttle and replaced with a flat tone in the audio stream.
**Transaction is processed.** Shuttle routes the card data to the merchant's configured payment gateway. This can be any of the 40+ supported PSPs — Stripe, Adyen, Worldpay, Checkout.com, Braintree, and others. The transaction is authorised in real time.
Result returned. The payment outcome (approved, declined, or error) is returned to the Five9 agent desktop widget and/or the IVA flow. The agent confirms the result to the customer, or the IVA continues the conversation autonomously.
Audio routing disengages. The call returns to its normal path through Five9. No card data has entered the Five9 environment at any point.
The payment capture typically completes in 30 to 60 seconds.
Multi-PSP Support
Enterprise contact centres on Five9 rarely operate with a single payment gateway. A BPO serving utility companies, insurance firms, and retail businesses needs to route each client's payments to that client's own processor. A multinational enterprise may need different gateways for different regions.
Shuttle supports 40+ payment gateways and routes transactions based on configurable rules:
By merchant — each end client or business unit gets its own gateway configuration. A BPO processing calls for Client A routes to Worldpay; Client B routes to Adyen; Client C routes to Stripe. All through the same Five9 instance and the same Shuttle integration.
By region or currency — GBP payments go to one gateway, USD to another, EUR to a third. This is common for multinational deployments where gateway rates and settlement terms vary by market.
By failover — if the primary gateway is down or experiencing elevated decline rates, Shuttle automatically fails over to a backup. This ensures payment continuity during gateway outages.
By card type — route specific card brands to gateways with preferential rates for those brands.
This multi-PSP capability is a key differentiator for Five9 deployments in BPO and multi-tenant environments where the native payment options are too restrictive.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider. This is the highest level of payment security certification, validated by an annual audit from a Qualified Security Assessor.
When Shuttle handles payment capture for Five9, card data never enters your Five9 environment. It is captured, encrypted, and processed entirely within Shuttle's infrastructure. Your Five9 telephony, call recordings, agent workstations, CRM integrations, and network infrastructure are all out of PCI scope.
This moves your compliance from SAQ-D (300+ controls, annual QSA audit, extensive documentation) to SAQ-A — the lightest assessment, requiring minimal controls because you never touch card data.
For regulated industries like financial services and insurance, this scope reduction is not just a cost saving — it is often a procurement requirement. Enterprise buyers need to see that card data is handled by a certified third party, not by the contact centre platform or the BPO.
Use Cases
Financial Services
Banks and financial institutions use Five9 for collections, account servicing, and customer support. Payment capture during these calls is routine — settling outstanding balances, processing one-off payments, or setting up payment plans. Shuttle enables agents to collect payments without transferring the customer or breaking compliance.
Retail and E-Commerce
Retail contact centres handle order payments, refunds, and exchanges. Five9 manages the customer interaction; Shuttle handles the payment. For high-value orders where customers prefer to pay by phone, in-call payment capture improves conversion compared to sending a payment link after the call.
Healthcare Revenue Cycle
Healthcare organisations use Five9 for patient billing, insurance verification, and appointment management. Collecting patient payments during billing calls — co-pays, outstanding balances, payment plans — requires PCI-compliant capture. Shuttle provides this without exposing patient payment data to the contact centre environment.
BPO and Outsourced Contact Centres
BPOs running Five9 on behalf of multiple clients face the most complex payment requirements. Each client has its own gateway, its own merchant account, its own settlement process. Shuttle's multi-PSP routing handles this natively — one integration to Shuttle, with per-client gateway configuration. No need for separate payment integrations per client.
Frequently Asked Questions
Does Shuttle work with Five9's Intelligent Virtual Agent?
Yes. Shuttle can be triggered via API from Five9's IVA flows, enabling automated payment capture without agent involvement. The payment result is returned to the IVA so the conversation can continue.
Do I need to change my Five9 telephony configuration?
Minimal changes are required. If you use Twilio as your carrier, no telephony changes are needed. For other carriers, a SIP configuration is added for the payment leg only — your existing Five9 setup remains intact.
Can I use my existing payment gateway with Shuttle?
Yes. Shuttle supports 40+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, Square, and many more. You keep your existing gateway, rates, and settlement arrangements.
What does Shuttle cost?
$0.20 per transaction with no setup fees, no monthly minimums, and no platform licensing costs.
How long does deployment take?
Typical deployment is 2 to 4 weeks, depending on the number of payment gateways and the complexity of your Five9 environment.
Related Reading
PCI-Compliant Payments for Contact Centres — the complete guide to secure contact centre payments
Twilio Pay Connectors — Shuttle's integration with Twilio payment infrastructure
Voice Payments — how to take payments over voice channels
AI Voice Agent PCI Payments — payment capture for AI voice agents
PCI Pal Alternatives — comparing contact centre payment providers
Embedded Payments for CCaaS — adding payments to CCaaS platforms
Get Started
Shuttle adds PCI-compliant, multi-gateway payment capture to Five9 without expanding your PCI scope or limiting your merchants to a single processor.
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