Genesys Cloud CX is one of the largest contact centre platforms in the world, powering millions of customer interactions daily across voice, chat, and digital channels. It handles routing, workforce management, analytics, and AI-powered experiences at enterprise scale.
What it doesn't do is capture payments securely.
Genesys Cloud has IVR capabilities and can build sophisticated call flows with Architect. But when a customer on a call says "I'd like to pay my bill," there is no native PCI-compliant mechanism to capture card details without exposing your environment to cardholder data. The moment an agent hears a card number or DTMF tones appear in a call recording, your entire Genesys environment falls into PCI scope.
This guide covers how to add secure, PCI-compliant payment capture to Genesys Cloud using Shuttle — without rebuilding your telephony stack or locking your merchants into a single payment gateway.
The Payment Gap in Genesys Cloud
Genesys Cloud CX is built for customer experience orchestration. It routes calls intelligently, supports AI-powered virtual agents, and integrates with CRM platforms. But payments sit outside its architecture for a reason: handling card data requires PCI DSS certification, DTMF isolation, and gateway-agnostic processing — none of which are core to a communications platform.
Here is what Genesys Cloud does not provide out of the box:
No DTMF tone suppression. If a customer enters card digits via their keypad during a call, those tones are audible to the agent and captured in call recordings. This puts your telephony, recording, and storage systems into PCI scope.
No native payment gateway integration. Genesys Architect can trigger API calls and route calls, but there is no built-in payment processing engine. You cannot route a card transaction to Stripe, Worldpay, or Adyen from within a call flow without custom middleware.
No multi-PSP routing. Enterprise customers — particularly in insurance, utilities, and collections — typically have existing relationships with specific payment gateways. They need those gateways, not yours. Genesys has no mechanism for routing transactions to different processors based on merchant, region, or currency.
No PCI scope isolation. Without a purpose-built payment layer, any payment flow you build on Genesys inherits full PCI scope. That means SAQ-D compliance across your telephony infrastructure, call recording, agent workstations, and network. The cost and complexity of maintaining this are significant.
The result: most organisations running Genesys Cloud either avoid phone payments entirely (sending customers to a website after the call), use pause-and-resume recording (which doesn't actually de-scope the environment), or transfer calls to a separate legacy IVR for payment — breaking the customer experience.
How to Add Payments to Genesys Cloud
Shuttle integrates with Genesys Cloud CX to add PCI-compliant payment capture to any voice flow. The integration works through two primary mechanisms:
DTMF Masking via Twilio or Direct SIP
Shuttle sits in the audio path during the payment portion of a call. When a payment is triggered — by an agent clicking a button, an Architect flow reaching a payment node, or an AI agent detecting payment intent — the call audio is routed through Shuttle's PCI-certified environment.
The customer enters their card number, expiry date, and CVV using their phone keypad. Shuttle captures the DTMF tones in its secure environment and replaces them with flat tones in the audio stream returned to Genesys. The agent hears a monotone beep for each keypress — confirming the customer is entering data — but cannot determine the actual digits. Call recordings contain only the masked tones.
This integration works via:
Twilio carrier integration — if your Genesys Cloud instance uses Twilio as a BYOC (Bring Your Own Carrier) telephony provider, Shuttle connects through the existing Twilio infrastructure. No additional telephony changes required.
Direct SIP — for Genesys Cloud instances using other carriers, Shuttle can integrate via SIP trunk for the payment leg of the call.
Payment Links During Calls
For scenarios where DTMF capture is not suitable — for example, calls from VoIP clients without keypad access, or when the customer prefers to enter details on their phone screen — Shuttle can generate a payment link and deliver it via SMS during the call. The customer completes payment on a secure hosted page while the agent remains on the line. Payment confirmation is returned to the agent in real time.
Agent-Assist UI
Shuttle provides an agent-facing widget that can be embedded in Genesys Cloud's agent workspace. The agent triggers a payment, sees real-time status (waiting for card entry, processing, approved/declined), and receives the result — all without ever seeing card data. The widget integrates via Genesys Cloud's client app framework.
How It Works
Here is the step-by-step flow for a DTMF payment on Genesys Cloud:
Customer is on a call handled by Genesys Cloud — routed to a human agent or an AI virtual agent via Architect.
Payment is triggered. The agent clicks "Take Payment" in the Shuttle widget, or the Architect flow reaches a payment node. Shuttle receives the payment request with the amount, currency, and merchant details.
Audio routing engages. The call's audio path is routed through Shuttle's PCI-certified environment. The agent and customer remain connected — the conversation continues normally.
Customer enters card details. Shuttle prompts the customer to enter their 16-digit card number, expiry date, and CVV via keypad. Each DTMF tone is captured by Shuttle and replaced with a flat masking tone in the audio stream.
**Transaction is processed.** Shuttle routes the captured card data to the merchant's configured payment gateway — Stripe, Adyen, Worldpay, Checkout.com, or any of the 40+ supported PSPs. The transaction is authorised in real time.
Result returned. The payment result (approved, declined, or error) is returned to the Genesys Cloud agent workspace and/or the Architect flow. The agent confirms the outcome to the customer. If the payment was processed by an AI agent, the flow continues autonomously.
Audio routing disengages. The call returns to its normal audio path. No card data has entered the Genesys environment at any point.
The entire payment capture typically takes 30 to 60 seconds. The customer never leaves the call. The agent never handles card data.
Multi-PSP Support
Enterprise organisations running Genesys Cloud rarely use a single payment gateway. A large insurance company might process UK payments through Worldpay, European payments through Adyen, and US payments through Stripe. A BPO operating on behalf of multiple clients needs to route each client's transactions to that client's own gateway.
Shuttle handles this natively. Payment routing rules can be configured by:
Merchant — each of your clients or business units can have its own gateway configuration
Region or currency — route GBP transactions to one gateway, EUR to another, USD to a third
Failover — if a primary gateway is down or declining transactions at an unusual rate, Shuttle automatically fails over to a backup gateway
Card type — route Amex transactions to a gateway with better Amex rates
This is particularly important for Genesys Cloud deployments in multi-tenant BPO environments, where a single contact centre instance serves dozens of end clients, each with their own payment infrastructure.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider — the highest level of certification in the payment card industry.
When you use Shuttle with Genesys Cloud, card data never enters your environment. It is captured, encrypted, and processed entirely within Shuttle's certified infrastructure. Your Genesys Cloud deployment, call recordings, agent workstations, CRM systems, and network are all out of PCI scope.
This reduces your compliance requirement from SAQ-D (300+ controls, annual QSA audit, significant infrastructure requirements) to SAQ-A (the lightest self-assessment questionnaire). For most organisations, this eliminates months of compliance work and tens of thousands of pounds in annual audit costs.
Your call recordings are clean — they contain masked tones, not card data. Your transcription and analytics pipelines can process payment calls without risk. Your AI models never see cardholder data.
Use Cases
Insurance Premium Collection
Insurance contact centres handle high volumes of premium payments, renewals, and policy adjustments. Genesys Cloud is widely deployed in insurance. With Shuttle, agents can collect payments during policy servicing calls without transferring to a separate IVR, reducing call handling time and improving first-call resolution.
Debt Collection and Recovery
Collections agencies running Genesys Cloud need to capture payments at the moment of agreement — when a customer commits to a payment plan or settlement. Transferring to a website or sending a link after the call dramatically reduces conversion. Shuttle enables in-call payment capture, and multi-PSP routing lets BPOs process payments through each client's own gateway.
Travel and Hospitality
Travel companies use Genesys Cloud for booking modifications, cancellations, and upsells — all of which may involve payment. Shuttle captures payments during these calls, supporting the complex multi-currency, multi-gateway requirements common in travel.
Utilities and Telecoms
Utility companies process millions of bill payments through contact centres. Genesys Cloud handles the customer interaction; Shuttle handles the payment capture. The combination supports high-volume, low-value transactions at scale, with gateway failover ensuring payment continuity during peak periods.
Frequently Asked Questions
Does the Shuttle integration require changes to my Genesys Cloud telephony?
If you are using Twilio as your BYOC carrier, no telephony changes are needed. For other carriers, a SIP integration is configured for the payment leg only — your existing call routing and telephony setup remain unchanged.
Can I use Shuttle with Genesys Cloud Architect flows?
Yes. Shuttle can be triggered from within Architect flows, enabling automated payment capture in IVR and virtual agent scenarios without agent involvement.
How long does the integration take to deploy?
Typical deployment is 2 to 4 weeks, depending on the complexity of your Genesys Cloud environment and the number of payment gateways being configured.
What does it cost?
Shuttle charges $0.20 per transaction with no setup fees. There are no monthly minimums or platform licensing costs.
Can I keep my existing payment gateway?
Yes. Shuttle supports 40+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, and more. You keep your existing gateway relationship, rates, and settlement process.
Related Reading
PCI-Compliant Payments for Contact Centres — comprehensive guide to secure contact centre payment processing
Twilio Pay Connectors — how Shuttle works with Twilio's payment infrastructure
Voice Payments — the complete guide to taking payments over voice channels
AI Voice Agent PCI Payments — adding payment capture to AI voice agents
PCI Pal Alternatives — comparing contact centre payment solutions
Embedded Payments for CCaaS — the platform operator's perspective
Get Started
Shuttle adds PCI-compliant payment capture to Genesys Cloud CX without changing your telephony, locking you into a gateway, or expanding your PCI scope.
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