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.
Five9 also offers its own Secure Payment Capture, built to take the agent out of payment data collection.
Shuttle is a different kind of product: a payment layer between the call and each merchant's own payment gateway, with payment links on the same integration. That matters if your contact centre serves multiple clients or business entities, or needs each merchant or payment method on its own processor.
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.
When a Separate Payment Layer Helps
Five9 excels at what it was built for: intelligent call routing, agent productivity, and customer experience analytics. Five9 is not a payment processor, though, so the payment itself still needs a provider behind it. A separate payment layer earns its place here:
Your existing gateways. Enterprise customers with established gateway relationships cannot simply switch processors. If your merchants use Worldpay, their payments need to go to Worldpay.
Multi-PSP support. BPOs running Five9 on behalf of multiple end clients need each client's payments to go to that client's own gateway, without a separate payment integration for every client.
AI-to-payment handoff. When a Five9 IVA flow reaches the payment, it can hand the payment leg to Shuttle through a handoff you build against Shuttle's API, and get the result back so the conversation continues.
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 through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your Five9 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 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment.
Transaction is processed. Shuttle routes to the merchant's configured payment gateway, any of the 30+ 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 run each regional business on its own gateway.
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 payment method: cards through one gateway and ACH through another.
Manual failover: if the primary gateway is down, you can point the affected payment types at 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.
Switching processors 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. This multi-PSP capability matters most for Five9 deployments in BPO and multi-tenant environments.
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 through Twilio Pay and passed through Shuttle's PCI DSS Level 1 environment to your gateway. Your Five9 telephony, call recordings, agent workstations, CRM integrations, and network infrastructure stay out of the card data flow, which limits your PCI scope. Merchants complete SAQ-A; platforms, BPOs and other service providers collecting payments for other businesses complete SAQ-D. Your acquirer confirms which form applies to you. 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.
For Solution Providers and Five9 Implementation Partners
If your team deploys Five9 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 Five9 plugin, so your team builds a small integration between Five9 and Shuttle, and voice deployments need a Twilio account. For partnership conversations, book a discovery call.
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 and its own merchant account. Shuttle’s multi-PSP coverage handles this: 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 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 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.
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 Five9 integration?
Not today. Shuttle's voice capture runs on Twilio Pay, 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). 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.
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, if it's one of the 30+ supported gateways, including Stripe, Adyen, Worldpay, Checkout.com, and many more. You keep your existing gateway, rates, and settlement arrangements.
What does Shuttle 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, 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
Get Started
If you are a merchant taking payments on Five9 rather than building for clients, talk to us about your deployment, or see how Voice Checkout works.