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 Shuttle Adds Payments to Genesys Cloud
Shuttle adds PCI-compliant card capture to your Genesys Cloud 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 Genesys Cloud recordings, transcription, or your agents. Shuttle customers already take payments this way on Genesys Cloud-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 Genesys Cloud 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 Genesys Cloud call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running Genesys Cloud 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 triggered, by an agent action, an Architect flow reaching a payment node, or an AI agent detecting payment intent, the card is captured in a secure, PCI DSS Level 1 call via Twilio Pay. The customer enters their card number, expiry, and CVV on their phone keypad, and the digits are captured inside Shuttle's certified environment. They never reach your Genesys recordings, agents, or analytics. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Payment Links during calls
This is the most turnkey path. For scenarios where keypad capture is not suitable, for example calls from VoIP clients without keypad access, or where the customer prefers to enter details on their phone screen, Shuttle generates a payment link and sends it via SMS or email, including mid-call while the agent is on the line. The customer completes payment on a secure hosted page, and confirmation is returned in real time. 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 Genesys Cloud, 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 Genesys Cloud have already built this. There is more in the "What to Expect" section below.
How a voice payment works
Customer is on a call handled by Genesys Cloud, routed to a human agent or an AI virtual agent via Architect.
Payment is triggered from your agent interface with the amount, currency, and merchant details, or the Architect flow reaches a payment node.
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, Stripe, Adyen, Worldpay, Checkout.com, or any of the 40+ supported PSPs, and authorises in real time.
Result returned to your interface or the Architect flow. The agent confirms the outcome, or the flow continues autonomously if handled by an AI agent.
No card data in Genesys. The card digits never touch your Genesys recordings, CRM, or agent workstations.
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
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 routing flexibility 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.
Because the card is captured in the secure Twilio Pay call, card data never enters your Genesys Cloud 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 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.
Your call recordings are clean, they contain no card data. Your transcription and analytics pipelines can process payment calls without risk. Your AI models never see cardholder data.
Voice payments cost $0.20 per successful transaction with no setup fees, no per-seat fees, and no monthly minimums. Payment links are currently free (a new pricing model is coming).
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.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Genesys Cloud 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 Genesys Cloud 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 Genesys Cloud call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running Genesys Cloud have already done it.
A native Genesys Cloud 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 Genesys Cloud 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 Genesys. 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 Genesys Cloud have already done. We can build a native Genesys integration as a paid project, 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.
Can I use Shuttle with Genesys Cloud Architect flows?
Yes. The Twilio Pay capture can be triggered from within Architect flows, enabling automated payment capture in IVR and virtual agent scenarios without agent involvement. 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.
What does it 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).
Can I keep my existing payment gateway?
Yes. Shuttle supports 30+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, and more. You keep your existing gateway relationship, rates, and settlement process. Note that a few gateways (such as Braintree) work for payment links but not for voice capture.
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
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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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