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 Shuttle Adds Payments to Five9
Shuttle adds PCI-compliant card capture to your Five9 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 Five9 recordings, transcription, or your agents. Shuttle customers already take payments this way on Five9-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 Five9 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 Five9 call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running Five9 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 a payment is initiated during a Five9 call, 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 Five9 recordings, agents, or analytics. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Payment Links via SMS or email
This is the most turnkey path. Shuttle generates payment links and sends them via SMS or email, including mid-call to a customer who is still on the line. The customer completes payment on a secure hosted checkout page, and confirmation is returned in real time. This is particularly useful for customers calling from landlines or VoIP clients without keypads, 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 Five9, 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 Five9 have already built this. There is more in the "What to Expect" section below.
How a voice payment works
Customer is on a call managed by Five9, connected to a human agent or an IVA.
Payment is triggered from your agent interface with the amount and currency, or a Five9 IVA flow triggers it via API.
Card captured securely. The card is captured in a PCI DSS Level 1 call via Twilio Pay. The customer enters their card number, expiry, and CVV on the keypad, and the digits are captured inside Shuttle's certified environment.
**Transaction is processed.** Shuttle routes to the merchant's configured payment gateway, any of the 40+ supported PSPs, and authorises in real time.
Result returned to your interface or the IVA flow. The agent confirms the result to the customer, or the IVA continues the conversation autonomously.
No card data in Five9. The card digits never touch your Five9 recordings, CRM, or agent workstations.
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 30+ 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 setup.
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.
Switching processors 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. 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.
Because the card is captured in the secure Twilio Pay call, 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 stay out of PCI scope, keeping you on the lighter **SAQ-A** path. Full compliance documentation, including the AOC scope, is in the security docs.
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.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Five9 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 Five9 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 Five9 call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running Five9 have already done it.
A native Five9 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 Five9 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 Five9. 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 Five9 have already done. We can build a native Five9 integration as a paid project if you'd rather not build it yourself, 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.
Does Shuttle work with Five9's Intelligent Virtual Agent?
Yes. The Twilio Pay capture 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. You build this handoff against Shuttle's APIs.
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 with gateways that don't support voice capture.
Can I use my existing payment gateway with Shuttle?
Yes. Shuttle supports 30+ 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 successful transaction for voice, with no setup fees, no per-seat fees, and no monthly minimums. Payment links are currently free (a new pricing model is coming).
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
Embedded Payments for CCaaS, adding payments to CCaaS platforms
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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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