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.
NICE offers secure payment capture for CXone contact centres, including through partners. Shuttle is a different kind of product: a payment layer between the call and each merchant's own payment gateway, with payment links on the same integration.
That matters when your clients each need their own gateway, or when you want voice and links to run through one layer.
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.
Where Shuttle Fits in NICE CXone
CXone's secure capture options cover the core requirement: taking the card securely during calls. For many enterprise deployments, what decides the choice is the detail below.
Gateway coverage. Check which payment gateways a capture option supports. Enterprise customers with established relationships with specific processors (Worldpay, Adyen, Checkout.com) need their gateway supported, because switching is rarely acceptable at enterprise scale.
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. Ask whether a capture option is priced per seat, per transaction, or both. For contact centres with large agent populations, per-seat pricing 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.
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 through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your NICE CXone 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 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 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. Shuttle supports 30+ payment gateways with configurable provider selection.
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 often run each regional business as its own entity. Shuttle keeps each one on its own gateway through one integration, and can send cards and ACH to different gateways.
Manual failover: if a primary gateway goes 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 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 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.
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 $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 NICE CXone Implementation Partners
If your team deploys NICE CXone 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 NICE CXone plugin, so your team builds a small integration between NICE CXone and Shuttle, and voice deployments need a Twilio account. For partnership conversations, book a discovery call.
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 suit Shuttle's pricing: $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account, 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 is PCI DSS Level 1 certified and lets each agency keep its own gateway.
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 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 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.
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 NICE CXone integration?
Not today. Shuttle's voice capture runs on Twilio Pay, 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). 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 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, GoCardless, and many more. You can configure multiple gateways simultaneously with per-merchant configuration. Switching gateways is configuration, not a re-integration, though saved cards stay with the gateway that stored them.
What does Shuttle 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 licensing. See pricing.
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
If you are a merchant taking payments on NICE CXone rather than building for clients, talk to us about your deployment, or see how Voice Checkout works.