If you're running a contact centre on Genesys Cloud — whether for an insurance brokerage, a debt collection agency, a utility, a hospital revenue-cycle team, or a multi-tenant BPO — you've already met the payment gap. Customers want to pay on the call. Genesys Cloud has no native, PCI-compliant way to capture their card.
Genesys Architect can build sophisticated call flows. Genesys AI Experience handles intent recognition, routing, and agent assist. But the moment a 16-digit number needs to be collected, every workaround leaves you exposed: agents typing card data into recordings, redirecting customers to separate IVRs, or locking your business into a single-PSP integration.
This guide is for merchants taking payments through Genesys Cloud, and for solution providers and system integrators implementing Genesys for their clients. It covers how Shuttle adds PCI-compliant payment capture to Genesys Cloud — multi-PSP, low-deployment-friction, and proven at enterprise scale.
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.
Agent workflow
From the Genesys Cloud agent desktop, the agent stays on the live call. When the caller is ready to pay, the agent clicks a payment action in their workspace and confirms the amount. They never see, type, or hear the card number — DTMF tones are masked from recordings and from the agent's audio. The agent can see status updates (entered card, validated, processed, approved or declined) without ever entering PCI scope. If the call drops mid-payment, the agent can resume or send a payment link to finish the transaction asynchronously.
Customer experience
The customer stays on the same call with the same agent. When prompted, they enter their card details on their phone keypad — the tones are masked so neither the agent nor the recording captures them. They hear confirmation in real time and stay on the line for follow-up questions, receipt delivery, or scheduling. There's no transfer to a separate IVR, no callback to complete payment, and no link they have to action later. Genesys AI Experience and Architect flows can branch to a payment step and resume after.
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.
Pricing is transparent and volume-based — see Shuttle pricing for the per-transaction model and what you pay across multiple PSPs.
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.
For Solution Providers and Genesys Implementation Partners
If you're a Genesys AppFoundry partner or a system integrator deploying Genesys Cloud for clients, Shuttle plugs in alongside your implementation as the payment layer. We support white-label deployment, multi-PSP routing across your client portfolio (each client keeps their preferred acquirer), and partner-friendly commercials. Shuttle is Twilio's official payment partner and works with standard Genesys Architect flow patterns, so you can ship payments without rebuilding your delivery model. For partnership conversations, book a discovery call.
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
Embedded Payments for CCaaS — the platform operator's perspective
Talkdesk Payments — PCI-compliant payments for Talkdesk and Autopilot
Five9 Payments — secure payment processing for Five9
NICE CXone Payments — payment capture for NICE CXone
Cisco Webex Payments — voice payments for Cisco Webex Contact Centre
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment infrastructure to Genesys Cloud without changes to your telephony, agent training, or customer experience. Most deployments go live in under two weeks across multiple PSPs.
If you take payments in a contact centre, see how Shuttle works for merchants, or book a discovery call to walk through your specific deployment.