Nextiva is a unified communications and contact centre platform (UCaaS plus CCaaS) that positions itself around "Unified Customer Experience Management." It pulls voice, chat, SMS and contact centre workflows into one stack and is widely used across SMB and mid-market teams. The telephony is Nextiva-native, so if your agents handle inbound and outbound calls, Nextiva is often already the system of record for those conversations.
On payments, the posture is precise and worth getting right. Nextiva is explicitly not a credit card processor: its own documentation states "We are not a credit card processor, you still use your bank's credit card processing service." What Nextiva does provide is a native Secure Payment Agent Assist (SPAA) capability, a PCI-descope capture tool that routes a caller through a secure IVR so card data never reaches the agent. That is a real, useful native feature, and this guide treats it as such.
If you are a merchant using Nextiva, or a System Integrator or reseller implementing it for clients, this guide covers what SPAA gives you and when a multi-PSP payment layer across voice and payment links fits better, particularly for agencies, BPOs and multi-brand operators who need to route to many gateways rather than one. It also sets out, plainly, how Shuttle works with a Nextiva operation today.
Nextiva's Secure Payment Agent Assist: What You Get
SPAA (also surfaced as Advanced IVR Credit Card Payment) is a genuine PCI-descope tool. When a caller is ready to pay, the agent clicks "CC Pay" and the caller is routed to a secure IVR. The caller enters their card number, expiry and CVV using their phone keypad (DTMF touch-tone). The agent cannot see or hear those digits. The encrypted card data is transmitted to the merchant's existing payment gateway, a confirmation returns, and the caller reconnects to the agent to finish the conversation.
Nextiva states that SPAA / Advanced IVR Credit Card Payment is PCI DSS Level 1 compliant. Because the agent never touches the card data, it keeps spoken card numbers out of call recordings and reduces the cardholder data environment the agent workstation sits in. For a single-merchant, voice-only payment flow that points at one gateway, SPAA does the core job well.
The two things to note are scope, not quality: SPAA is voice and IVR only, and it routes to one merchant gateway. That is the right design for most single-brand operators. It becomes a constraint when you need multiple gateways or payment on channels beyond the phone.
When a Multi-PSP Layer Helps
A multi-PSP payment layer like Shuttle is the better fit when one of these is true:
You run an agency, BPO or multi-brand operation and need per-client or per-tenant routing. SPAA points at one gateway. If you collect on behalf of many clients, each with their own acquirer or merchant account, you need to route each transaction to the right gateway automatically.
You take payments on more than voice. Customers pay over SMS, email and hosted payment links, not just on the phone. A single layer that covers voice card capture and links keeps one reconciliation flow instead of separate tools per channel.
You want gateway choice. Shuttle connects to 30+ payment gateways with bring-your-own-gateway support, so you keep your existing acquirer and pricing rather than being tied to a single processor relationship.
How Shuttle Works With Nextiva Today
Before the architecture, be clear about the model, because it determines whether Shuttle is a fit:
There is no native Nextiva integration today. Shuttle's voice payment capture runs on Twilio Pay (Shuttle is Twilio's preferred payments partner). You invoke that Twilio-based setup; you do not install a Shuttle app inside Nextiva.
You need to be a Twilio customer to use voice capture with Shuttle.
You need technical resource to implement it. Shuttle provides ready-made interfaces for payment links and the PCI-compliant capture, IVR and APIs for voice, but you build the agent-side interface for your own Nextiva workflow, because every contact centre setup is different. There is no pre-built Shuttle widget for Nextiva.
A native Nextiva integration is possible as a paid project. If you want a deeper, platform-specific build, Shuttle can deliver one at a project cost.
Carrier-agnostic is on the roadmap. A version that removes the Twilio requirement is coming later in 2026; today, Twilio is the live path for voice.
If you have the technical resource and are (or can be) a Twilio customer, here is how the pieces fit together.
You keep Nextiva as your communications and contact centre platform. Nothing changes about how agents handle calls and chats.
Shuttle connects to your existing payment gateway (or several), so funds settle to your own merchant account with no change to your acquirer.
When it is time to pay, the card is captured in a secure, PCI DSS Level 1 call via Twilio Pay. The caller keys their card in on their phone keypad, and the digits are captured inside Shuttle's certified environment, never reaching your Nextiva agents, recordings or CRM.
For SMS, email or follow-up, Shuttle generates a hosted payment link the customer completes themselves on a PCI-compliant page, including mid-call to a customer still on the line.
Confirmation returns in real time and the transaction reconciles back to the right client or brand, with per-tenant routing for agencies.
How It Works
Agent workflow
When the customer is ready to pay, the agent triggers a secure payment session from the interface you build against Shuttle's APIs. For voice, the card is captured in a PCI DSS Level 1 call via Twilio Pay while the caller keys in their digits; those digits are captured inside Shuttle's certified environment, away from the agent and the recording. For SMS or email follow-up, the agent sends a payment link in one click. The agent sees only a success or failure status, never the card data.
Customer experience
On a call, the caller is taken into the secure Twilio Pay capture, keys their card in privately, and the agent confirms the result once payment clears. By link, they tap and pay on a branded, secure page. One honest caveat: the secure capture at the point of payment is what's live now via Twilio Pay. Shuttle being present for the entire Nextiva conversation is not yet turnkey. Returning the caller to the same agent and call after payment works today: you program the return route in your Twilio flow and pass a conversation ID, so the agent resumes with context. That fuller call control is where the carrier-agnostic version, landing later in 2026, is headed.
Multi-PSP Support
30+ payment gateways supported, including Stripe, Adyen, Worldpay, Checkout.com, Braintree and Square. See the full list at /payment-providers/.
Bring your own gateway: keep your existing acquirer, merchant account and negotiated rates. Switching gateways later is configuration, not a re-integration.
Per-client and per-tenant routing: send each transaction to the correct gateway automatically, essential for agencies, BPOs and multi-brand operators.
One layer across voice and payment links, so reconciliation stays in a single place. One voice caveat: 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.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider, the highest level of PCI assurance. Because card data is captured directly by Shuttle and never enters your Nextiva agents' workstations, call recordings or chat transcripts, the PCI scope of your contact centre is reduced.
In practice this can move qualifying merchants from the heavier SAQ-D obligations toward the much lighter SAQ-A, since the sensitive cardholder data environment is descoped to Shuttle's certified infrastructure. Your QSA confirms the exact SAQ that applies to your setup, but the direction of travel is fewer controls to evidence on your side.
Beyond Voice: Payment Links
Not every payment happens on a live call. A customer may want to pay after the conversation, confirm an order later, or settle a balance from an SMS. Shuttle generates hosted payment links your Nextiva agents can send by SMS or email, including mid-call. The customer pays on a secure, branded page, and the result reconciles back into the same flow as your voice payments. Links are the most turnkey part of Shuttle and work even with gateways that don't support voice capture. This is the part SPAA does not cover, and it is often the reason multi-channel operators add Shuttle to a Nextiva operation.
For Solution Providers and Nextiva Partners
If you implement Nextiva for clients, payments are a recurring requirement you can own. Nextiva runs a Nextiva Partner Program for channel partners, agents, resellers and MSPs, with a partner portal, plus a Nextiva App Marketplace and integrations catalogue. It is more reseller and channel-oriented than an open developer app store, so payment capability is added through integrations and partner-led delivery rather than self-serve developer apps.
Shuttle is the multi-PSP payment layer you add to Nextiva deployments. For each client you can connect their existing gateway, route per tenant when you serve multiple brands, and deliver voice plus link payment in one integration, on Twilio today. Voice pricing is $0.20 per successful transaction with no setup, monthly or per-seat fees, and payment links are currently free, which makes it straightforward to attach to a client engagement and resell without a fixed cost base to recover.
Use Cases
Bill-Pay and Collections
Inbound and outbound calls where customers settle invoices or arrears. Agents take card payments securely on the call, or send a link for the customer to pay later, with full descope.
Order Taking
Sales and service teams capturing card-not-present orders over the phone, or by link sent to the customer, without spoken card numbers landing in recordings.
Account Payments
Subscription, membership and account top-up payments handled mid-conversation, with the customer keying their card privately and returning to the agent.
Multi-Client / Agency Collection
Agencies and BPOs collecting on behalf of many clients, with each transaction routed to the correct client gateway automatically and reconciled per brand.
FAQ
Does Nextiva process payments? No, Nextiva is not a credit card processor and says so directly: you still use your bank's processing service. It does provide a native Secure Payment Agent Assist (SPAA) descope tool that routes card capture through a secure IVR to your existing gateway.
What does Shuttle add over SPAA? SPAA is voice and IVR only and routes to one merchant gateway. Shuttle adds multi-PSP and per-client routing across 30+ gateways, plus hosted payment links, all in one layer. It suits agencies, BPOs and multi-channel operators rather than single-brand voice-only flows.
Does Shuttle have a native Nextiva integration? Not today. Shuttle's voice capture runs on Twilio Pay (Shuttle is Twilio's preferred payments partner), and you invoke that setup rather than installing a Shuttle app in Nextiva. You need to be a Twilio customer and to build the agent-side interface for your workflow. Shuttle can build a native Nextiva integration as a paid project, and a carrier-agnostic version is on the roadmap for later in 2026.
Does this require Twilio? Yes, today. The secure card capture runs via Twilio Pay, where Shuttle is the certified payment connector, so voice capture needs you to be a Twilio customer. Payment links do not require Twilio. The carrier-agnostic version that removes the Twilio requirement is on the roadmap for later in 2026.
Which gateways does Shuttle support? 30+ gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree and Square, with bring-your-own-gateway support. Switching gateways is configuration, not a re-integration. A few gateways (for example Braintree) don't work for voice capture but do work for links. See /payment-providers/.
Does Shuttle work for outbound payments and collections? Yes. Agents can take card payments on outbound calls via the secure Twilio Pay capture, or send a payment link by SMS or email for the customer to pay in their own time.
Will this reduce our PCI scope? Yes. Card data is captured in the secure Twilio Pay call by Shuttle's PCI DSS Level 1 certified infrastructure and never reaches your agents or recordings, which can move qualifying merchants from SAQ-D toward SAQ-A. Confirm your exact SAQ with your QSA.
Related Reading
Contact Centre Payments: the hub guide covering secure payment capture across CCaaS platforms.
Embedded Payments for CCaaS: how payment capture embeds into contact centre workflows.
AI Voice Agent PCI Payments: taking PCI-compliant payments through automated and AI-assisted voice.
Payment Collection for BPOs: multi-tenant collection and per-client gateway routing for outsourcers.
Payments for CCaaS Implementation Partners: adding a payment layer to CCaaS deployments as an SI or reseller.
Take Payments Across Channels in Nextiva
Nextiva's SPAA covers voice descope to a single gateway. If you need multi-PSP routing, per-client collection or payment across voice and links, Shuttle is the layer that fits alongside it, on Twilio today.
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