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 partnerships with third-party providers 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 a CXone-based operation can add enterprise-grade, PCI-compliant payment capture with full multi-PSP flexibility using Shuttle, and exactly what that involves today. Some of the world's biggest brands use Shuttle for voice payments.
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 Shuttle Adds Payments to NICE CXone
Shuttle adds PCI-compliant card capture to your NICE CXone 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 NICE CXone recordings, transcription, or your agents. Shuttle customers already take payments this way on NICE CXone-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 NICE CXone 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 NICE CXone call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running NICE CXone 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 it is time to pay, the card is captured in a secure, PCI DSS Level 1 call via Twilio Pay. The customer enters their card details on their phone keypad, and the digits are captured inside Shuttle's certified environment. They never reach your CXone recordings, your connected CRM, or your agents. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Payment Links
This is the most turnkey path. Shuttle generates payment links and sends them via SMS or email, including mid-call to a customer who is still on the line. The customer taps the link, enters card details on a secure hosted page, and confirmation is returned in real time. Shuttle provides the link interfaces out of the box, and 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 NICE CXone, 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 NICE CXone have already built this. There is more in the "What to Expect" section below.
How a voice payment works
The call proceeds on CXone as normal, connected to a live agent or a virtual agent powered by CXone SmartAssist.
Payment is triggered from your agent interface when the customer is ready to pay, or via API from an automated flow.
Card captured securely. The card is captured in a PCI DSS Level 1 call via Twilio Pay; the customer enters their card on the keypad, and the digits are captured inside Shuttle's certified environment.
**Transaction is processed.** Shuttle routes to the configured PSP, any of 30+ supported gateways, and the transaction is authorised in real time.
Result returned to your interface and your systems via webhook.
No card data in CXone. The card digits never touch your CXone recordings, your CRM, or your agent workstations.
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 30+ 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.
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.
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.
Switching processors later is straightforward; gateway choice is configuration, not a re-integration. One caveat for voice specifically: a small number of gateways (for example Braintree) don't permit the 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 certification level, validated annually by a Qualified Security Assessor.
Because the card is captured in the secure Twilio Pay call, card data never enters your CXone environment. Your telephony systems, call recordings, agent desktops, CRM integrations, and network infrastructure 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.
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.
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
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. 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, though a mid-call link keeps the customer on the line. 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.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged NICE CXone 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 NICE CXone 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 NICE CXone call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running NICE CXone have already done it.
A native NICE CXone 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 NICE CXone 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 CXone. 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 NICE CXone have already done. We can build a native CXone 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 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.
Can we try it before committing?
Yes. You can build a proof of concept against Shuttle's sandbox gateway and demo app to see the IVR flow, then move to a compatible production gateway when you're ready.
How many payment gateways does Shuttle support?
Shuttle supports 30+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, Square, Mollie, GoCardless, and many more. You can configure multiple gateways simultaneously with routing rules. Switching gateways is configuration, not a re-integration.
What does Shuttle cost?
$0.20 per successful transaction for voice, no setup fees, no per-seat licensing, no monthly minimums. Payment links are currently free.
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
Embedded Payments for CCaaS, the CCaaS platform operator's guide
Get Started
Shuttle adds multi-gateway, PCI-compliant payments to a NICE CXone operation via Twilio, with multi-PSP routing and no gateway lock-in. We'll walk you through what's live today and the path for your setup.
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