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.
Genesys also has its own secure payment tools. Secure flows keep a caller's card entry away from agents and recordings.
What Genesys leaves to you is the payment provider side: the integration between Genesys Cloud and the gateway that charges the card. Without a secure capture step, the moment an agent hears a card number or DTMF tones appear in a call recording, your 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. Its secure flows cover the capture step, but Genesys is not a payment processor, so the payment itself still needs a provider behind it.
Here is what you still need to supply alongside Genesys Cloud:
A payment gateway integration. Genesys Architect can trigger API calls and route calls, but the integration between Genesys Cloud and the gateway is yours to supply.
Multi-PSP support. Enterprise customers, particularly in insurance, utilities, and collections, typically have existing relationships with specific payment gateways. They need those gateways, not yours. Genesys is not a payment processor, so choosing a processor per merchant or payment method sits outside it.
PCI scope for the payment leg. Whatever carries the card from the call to the gateway is in PCI scope, so that piece needs to sit with a certified provider rather than in your own middleware.
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 through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your Genesys Cloud 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 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment.
Transaction is processed. Shuttle routes to the merchant's configured payment gateway, Stripe, Adyen, Worldpay, Checkout.com, or any of the 30+ 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 group might run each regional business on its own gateway, and take ACH through a different provider from cards. A BPO operating on behalf of multiple clients needs to route each client's transactions to that client's own gateway.
Shuttle handles this by configuration. Provider selection can be set by:
Merchant: each of your clients or business units can have its own gateway configuration
Payment method: cards through one gateway and ACH through another
Manual failover: if a gateway is down, you can move the affected payment types to 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 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 through Twilio Pay and passed through Shuttle's PCI DSS Level 1 environment to your gateway. Your Genesys Cloud deployment, call recordings, agent workstations, CRM systems, and network 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.
Your call recordings are clean, they contain no card data. Your transcription and analytics pipelines can process payment calls without handling card data. Your AI models never see cardholder data.
Voice payments cost $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.
For Solution Providers and Genesys Cloud Implementation Partners
If your team deploys Genesys Cloud 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 Genesys Cloud plugin, so your team builds a small integration between Genesys Cloud and Shuttle, and voice deployments need a Twilio account. 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 breaks the conversation. Shuttle enables in-call payment capture, and multi-PSP coverage 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 each client configured against their own gateway.
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 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 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.
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 Genesys Cloud integration?
Not today. Shuttle's voice capture runs on Twilio Pay, 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). 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.
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?
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.
Can I keep my existing payment gateway?
Yes. Shuttle supports 30+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, 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
Get Started
If you are a merchant taking payments on Genesys Cloud rather than building for clients, talk to us about your deployment, or see how Voice Checkout works.