NICE CXone (formerly NICE inContact) is an enterprise-grade CCaaS platform used by some of the largest contact centre operations in the world. It handles omnichannel routing, workforce management, analytics, and AI-powered automation at scale. For organisations processing thousands of customer interactions daily, CXone is a proven platform.
But when it comes to capturing card payments during calls, CXone has a gap — and the existing options to fill it are more limited than most buyers realise.
NICE has a partnership with providers like Eckoh and PCI Pal for payment capture. These integrations work, but they typically limit you to specific payment gateways. If your merchants use Worldpay and the payment partner only supports Stripe, you have a problem. If you are a BPO routing payments to dozens of different client gateways, the limitation is a deal-breaker.
This guide covers how to add PCI-compliant payment capture to NICE CXone with full multi-PSP flexibility using Shuttle — supporting 16+ gateways, DTMF masking, and SAQ-A scope reduction.
The Payment Gap in NICE CXone
CXone's payment partnerships address the basic requirement — secure card capture during calls. But the implementation details matter, and for many enterprise deployments, the current options fall short.
Gateway lock-in. The existing payment partnerships typically support a limited set of payment gateways. Enterprise customers with established relationships with specific processors — Worldpay, Adyen, Checkout.com, Braintree — may find that their gateway is not supported, or that switching is required. This is rarely acceptable at enterprise scale.
Limited multi-PSP routing. BPOs and multi-tenant contact centres need to route different clients' payments to different gateways. A single-gateway integration does not scale to environments where Client A uses Adyen, Client B uses Worldpay, and Client C uses Stripe. Each requires separate configuration — or separate payment vendor relationships.
Cost structure. Some existing payment partners charge per-seat licensing, setup fees, or minimum commitments in addition to per-transaction costs. For contact centres with large agent populations, this can add significant overhead.
Integration complexity. Switching from one payment partner to another — or adding multi-PSP capability to an existing CXone deployment — can involve significant re-integration work across Studio scripts, agent interfaces, and reporting.
The result is that many CXone deployments either accept gateway lock-in (limiting their merchants), pay premium pricing for limited flexibility, or avoid in-call payments entirely.
How to Add Payments to NICE CXone
Shuttle integrates with NICE CXone to provide PCI-compliant payment capture with full gateway flexibility. The integration works alongside — or as a replacement for — existing payment partnerships, without requiring changes to your core CXone configuration.
DTMF Masking
During a payment, the call's audio path is routed through Shuttle's PCI-certified environment. The customer enters card details via their phone keypad. Shuttle captures the DTMF tones securely and replaces them with flat masking tones before the audio returns to CXone.
The agent remains on the call and hears a monotone beep for each keypress — confirming the customer is entering data — without being able to determine the actual digits. Call recordings capture only the masked tones.
The integration connects via:
Twilio carrier — for CXone instances using Twilio as a BYOC telephony provider, Shuttle connects through existing Twilio infrastructure with no additional telephony changes
Direct SIP — for other carrier configurations, Shuttle integrates via SIP trunk for the payment leg of the call
Payment Links
For situations where DTMF is not optimal — customers on VoIP without keypads, complex multi-item payments, or scenarios where the customer prefers a visual checkout — Shuttle generates a payment link delivered via SMS during the call. The customer completes payment on a secure hosted page while the agent stays on the line. Confirmation is returned to the agent in real time.
Agent-Assist Interface
Shuttle provides an agent-facing widget that integrates with the CXone agent workspace. The agent initiates payments, monitors progress, and receives results — all without handling card data. The widget shows real-time status: waiting for entry, processing, approved, or declined.
How It Works
The payment flow on NICE CXone with Shuttle:
Customer is on a call managed by CXone — connected to a live agent or a virtual agent powered by CXone SmartAssist.
Payment is triggered. The agent clicks "Take Payment" in the Shuttle widget, entering the amount and selecting the merchant configuration. Alternatively, a CXone Studio script triggers the payment via API at the appropriate point in an automated flow.
Audio routing activates. The call audio is routed through Shuttle's PCI-certified environment. The agent and customer remain connected with no interruption to the conversation.
Customer enters card details. Shuttle provides an automated voice prompt asking the customer to enter their card number, expiry date, and CVV using the phone keypad. Each DTMF tone is captured by Shuttle and replaced with a masking tone in the audio stream.
**Transaction is processed.** Shuttle routes the captured card data to the merchant's configured payment gateway — any of the 40+ supported PSPs. The transaction is authorised in real time.
Result returned. The payment outcome is returned to the CXone agent workspace and/or the Studio script. The agent confirms the result to the customer, or the automated flow continues.
Audio routing disengages. The call returns to its normal path. No card data has entered the CXone environment.
The payment capture takes 30 to 60 seconds. The customer stays on the line throughout.
Multi-PSP Support
This is where Shuttle differs most from the existing CXone payment partnerships. Where those integrations typically limit you to one or two gateways, Shuttle supports 40+ payment gateways with configurable routing rules.
For enterprise CXone deployments, multi-PSP capability is not a nice-to-have — it is a requirement:
BPO operations serve multiple end clients, each with their own merchant account and gateway. Client A processes through Worldpay, Client B through Adyen, Client C through Checkout.com. Shuttle routes each transaction to the correct gateway based on the client configuration, all through a single integration.
Multinational enterprises need different gateways for different regions. UK payments route to one processor, European payments to another, North American payments to a third. Shuttle handles region-based routing natively.
Failover protection ensures that if a primary gateway goes down, transactions automatically route to a backup. For high-volume contact centres processing thousands of payments daily, gateway outages cannot mean payment outages.
Card-type routing sends specific card brands to gateways with preferential rates, optimising transaction costs at scale.
If you are currently limited by a single-gateway integration on CXone, Shuttle adds the multi-PSP layer without replacing your entire payment infrastructure.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider — the highest certification level, validated annually by a Qualified Security Assessor.
With Shuttle handling payment capture, card data never enters your CXone environment. Your telephony systems, call recordings, agent desktops, CRM integrations, and network infrastructure are completely out of PCI scope.
Your compliance drops from SAQ-D — which requires 300+ controls covering network segmentation, encryption, access management, vulnerability scanning, and more — to SAQ-A, the lightest self-assessment level.
For CXone deployments in regulated industries (insurance, financial services, healthcare, utilities), this scope reduction is often a procurement requirement. Buyers want documented evidence that card data is handled exclusively by a PCI-certified third party, not by the contact centre infrastructure.
If you are currently using a different payment partner on CXone, switching to or adding Shuttle does not change your PCI scope — you remain at SAQ-A as long as card data stays outside your environment.
Use Cases
Insurance
Insurance contact centres on CXone handle premium collections, policy renewals, claims payments, and payment plan adjustments. These are high-frequency payment interactions that benefit from in-call capture rather than post-call payment links. Shuttle enables agents to collect payments without breaking the conversation, and multi-PSP routing supports insurers with complex gateway arrangements across different business lines.
Debt Collection and BPO
Collections agencies and BPOs are among the largest CXone users. They need to capture payments at the moment of commitment — when a debtor agrees to a settlement or payment plan. Any delay (transferring to a website, sending a link) reduces conversion. Shuttle captures the payment in-call, and per-client gateway routing means BPOs do not need to force their clients onto a single processor.
Utilities and Telecoms
Utility companies process millions of bill payments through contact centres. CXone handles the customer interaction at scale; Shuttle handles the payment capture. High-volume, low-value transactions benefit from Shuttle's $0.20 flat per-transaction pricing with no seat-based licensing.
Government and Public Sector
Government agencies using CXone for citizen services — tax payments, licence fees, fines — require strict PCI compliance and often have specific gateway requirements. Shuttle's PCI Level 1 certification and gateway flexibility meet public sector procurement standards.
Frequently Asked Questions
Can Shuttle work alongside my existing CXone payment partner?
Yes. Shuttle can be deployed alongside existing payment integrations. You can use Shuttle for specific use cases (e.g., clients requiring gateways not supported by your current partner) while keeping your existing setup for others.
Does the integration require changes to my CXone Studio scripts?
Minor changes are needed to trigger payments from automated flows. For agent-assisted payments, the Shuttle widget integrates with the CXone agent workspace without modifying existing scripts.
How many payment gateways does Shuttle support?
Shuttle supports 40+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, Square, Mollie, GoCardless, and many more. You can configure multiple gateways simultaneously with routing rules.
What does Shuttle cost?
$0.20 per transaction. No setup fees, no per-seat licensing, no monthly minimums. For contact centres with large agent populations, this is significantly more cost-effective than seat-based pricing models.
How does Shuttle compare to PCI Pal on CXone?
Shuttle offers broader gateway support (40+ vs. limited set), simpler pricing ($0.20/transaction vs. seat-based), and multi-PSP routing for BPO environments. See our PCI Pal comparison for a detailed breakdown.
Related Reading
PCI-Compliant Payments for Contact Centres — comprehensive guide to secure contact centre payments
Twilio Pay Connectors — Shuttle's Twilio payment infrastructure integration
Voice Payments — taking payments over voice channels
AI Voice Agent PCI Payments — payment capture for AI voice agents
PCI Pal Alternatives — comparing contact centre payment solutions
Embedded Payments for CCaaS — the CCaaS platform operator's guide
Get Started
Shuttle adds multi-gateway, PCI-compliant payment capture to NICE CXone — without gateway lock-in, seat-based licensing, or PCI scope expansion.
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