If your contact centre uses Observe.AI — for a financial services collections operation, a healthcare revenue-cycle team, an insurance servicing organisation, or an outsourced support BPO — you've probably already met the payment gap. Observe.AI's voice agents and agent assist tools transcribe, analyse, score, and coach in real time across every call. But when a customer says "I'd like to pay," neither Observe.AI nor the CCaaS underneath it has a native, PCI-compliant way to capture their card.
Observe.AI sits across the conversation layer — voice AI agents handling automated flows, agent assist coaching live agents in real time, post-call quality monitoring, and conversation intelligence for compliance and coaching. The platform integrates with Genesys, Five9, NICE CXone, Avaya, Talkdesk, Twilio, Cisco, and other major CCaaS environments. What Observe.AI doesn't do — and isn't built to do — is the secure card-capture moment.
This guide is for merchants running Observe.AI on top of a CCaaS platform, and for solution providers and Observe.AI partners deploying Observe.AI for clients. It covers how Shuttle adds PCI-compliant payment capture to Observe.AI-powered contact centres — multi-PSP, integrates at the CCaaS layer beneath Observe.AI, and built so Observe.AI's analysis and coaching remain active throughout the payment moment.
The Payment Gap Around Observe.AI
Observe.AI is a voice AI and conversation intelligence platform. Card capture is a separate problem, and the gaps for businesses taking payments on Observe.AI-powered calls:
Observe.AI sits on the AI/analytics layer, not telephony. The platform analyses conversations, surfaces insights, and runs voice AI agents — but card capture has to happen at the underlying CCaaS layer or via a side integration.
**The CCaaS underneath usually doesn't capture cards either.** Genesys, Five9, NICE CXone, Talkdesk, Avaya all face the same payment gap — see the contact centre payments guide for platform-specific detail.
Voice AI cannot execute card transactions safely. Observe.AI voice agents handle conversational flows — intent recognition, routing, scheduling, FAQ. Capturing a card during a fully autonomous voice AI call requires a PCI-compliant payment layer the AI can hand off to.
Recording and transcription pose PCI risk. Observe.AI processes recordings and transcripts in real time and post-call. If card numbers are spoken aloud, they end up in transcripts and analytics, dragging Observe.AI-adjacent infrastructure into PCI scope.
Single-PSP add-ons miss the multi-tenant case. BPOs and outsourcers running Observe.AI across multiple end-clients each have different acquirer relationships. Single-gateway integrations don't fit.
How to Add Payments to an Observe.AI-Powered Contact Centre
Shuttle integrates at the CCaaS layer beneath Observe.AI — Genesys, Five9, NICE CXone, Talkdesk, Avaya, Twilio, or whichever platform Observe.AI is sitting on top of — so the payment moment runs through a PCI-compliant path while Observe.AI continues to analyse and coach.
DTMF Masking via SIP at the CCaaS Layer
For voice calls, Shuttle integrates inline with the underlying CCaaS via SIP routing or Twilio Pay. When the agent (or Observe.AI voice agent) is ready to take payment, the call is briefly routed through Shuttle's PCI-DSS Level 1 environment, then returned. DTMF tones are masked at the SIP layer — neither the agent, nor the CCaaS recordings, nor Observe.AI's transcript and analytics pipeline receive cardholder data.
Voice AI Payment Handoff
For fully autonomous Observe.AI voice agent calls, Shuttle handles the payment moment as a handoff: the AI agent confirms intent and amount, hands off to Shuttle's secure capture, then resumes the conversation when payment completes. The AI never touches cardholder data and the call never leaves the same caller-facing experience.
Payment Links via SMS
For asynchronous capture — outbound recovery, agreed payment plans, customers who can't enter card details on the phone — Shuttle generates a payment link with the agreed amount. The agent (or voice AI) can drop the link into an SMS or email. Status posts back into the case for the agent's reference.
How It Works
Shuttle plugs into the CCaaS underneath Observe.AI via SIP integration, an agent-side UI (for human agents), a voice AI handoff API (for autonomous flows), and webhooks for status reporting. Observe.AI continues to operate in parallel, analysing the surrounding conversation without ever capturing cardholder data.
Agent workflow
For human agents, the agent stays on the live call. Observe.AI surfaces real-time coaching cues. When the customer is ready to pay, the agent clicks a payment action in their workspace and confirms the amount. They never see, type, or hear the card number — DTMF tones are masked at the SIP layer beneath Observe.AI. Status updates (entered card, validated, processed, approved or declined) appear in the agent UI without ever entering PCI scope. Observe.AI's coaching and analysis continues throughout.
Customer experience
The customer stays on the same call with the same agent (or AI voice agent). When prompted, they enter their card details on their phone keypad — tones are masked, neither the agent nor the recording captures them. They hear confirmation in real time and stay on the line. Observe.AI continues to analyse the surrounding conversation in real time — it just doesn't see the card data, because the data never enters its pipeline.
Multi-PSP Support
Shuttle is gateway-agnostic. We connect to 40+ PSPs, including Stripe, Adyen, Worldpay, Checkout.com, Braintree, Authorize.Net, GlobalPayments, FreedomPay, FIS, Elavon, Fiserv, and most regional acquirers. You can route transactions based on currency, region, business unit, or BPO client — useful for enterprise Observe.AI deployments where each tenant or brand has its own acquirer.
Pricing is transparent and volume-based — see Shuttle pricing for the per-transaction model and what you pay across multiple PSPs.
PCI Compliance
Shuttle is PCI-DSS Level 1 certified. The integration keeps cardholder data out of the Observe.AI pipeline entirely:
DTMF tones are masked at the SIP layer in real time — never recorded, never transcribed, never reach Observe.AI's transcript stream.
Card data is captured directly into Shuttle's certified environment, then tokenised before any return to your systems.
Observe.AI transcripts, voice agent flows, quality scoring, and coaching outputs never contain card numbers. Your PCI scope — and Observe.AI's — stays narrow.
Audit trails, settlement reports, and reconciliation are available via Shuttle's reporting layer.
For Observe.AI customers in regulated verticals — financial services, insurance, healthcare, BPOs handling regulated products — Shuttle is built to keep certified scope tight without disrupting the voice AI and analytics layer.
For Solution Providers and Observe.AI Implementation Partners
If you're an Observe.AI partner or SI deploying Observe.AI on top of Genesys, Five9, NICE CXone, Talkdesk, Avaya, or other CCaaS for clients, Shuttle is the payment layer that plugs in alongside your build at the CCaaS level. We support white-label deployment, multi-PSP routing across your client portfolio (each client keeps their preferred acquirer), and partner-friendly commercials. Shuttle is Twilio's official payment partner and works with the most common CCaaS patterns underneath Observe.AI. For partnership conversations, book a discovery call.
Use Cases
Financial Services Collections
Collections teams using Observe.AI for tone-aware coaching during recovery calls can settle agreed payment plans during the call. Multi-PSP routing handles different agency-of-record arrangements.
Healthcare Revenue Cycle
Healthcare revenue-cycle teams using Observe.AI for compliance-aware quality monitoring can take patient payments during billing calls without exposing PHI or cardholder data to the analytics pipeline.
Insurance Premium and Renewal
Insurance servicing teams using Observe.AI can take premium payments and renewals during inbound enquiries or outbound nudges. Voice AI agents can handle the conversational flow; Shuttle handles the secure capture.
BPO and Outsourced Contact Centres
BPOs running Observe.AI across multiple end-clients can route payment transactions to each client's preferred acquirer, with per-tenant configuration and clean settlement separation.
Frequently Asked Questions
Does Observe.AI integrate with Shuttle directly?
Shuttle integrates at the CCaaS layer underneath Observe.AI (Genesys, Five9, NICE CXone, Talkdesk, etc.). Observe.AI continues to operate in parallel — its real-time analysis and voice AI flows can recognise the payment moment, but the card capture happens via Shuttle and the underlying CCaaS.
Will Shuttle work with Observe.AI's voice AI agents?
Yes. For fully autonomous voice AI flows, Shuttle handles the payment moment as a handoff — the AI confirms amount and intent, Shuttle handles the secure capture, then control returns to the AI. The AI never touches cardholder data.
Does Shuttle affect Observe.AI's transcripts or quality scoring?
No. Observe.AI continues transcribing, scoring, and analysing throughout the payment flow. DTMF tones are masked at the SIP layer beneath Observe.AI, so transcripts and quality outputs never contain cardholder data.
What if our underlying CCaaS isn't supported?
Shuttle supports all major CCaaS platforms used with Observe.AI — Genesys, Five9, NICE CXone, Talkdesk, Avaya, Cisco Webex, RingCentral, Amazon Connect, Vonage, 8x8 — plus generic SIP for less common setups. See the contact centre payments guide.
How quickly can we go live?
Most deployments go live in under two weeks. The integration sits at the CCaaS layer; Observe.AI continues unchanged.
Related Reading
PCI-Compliant Payments for Contact Centres — the platform-by-platform merchant + SI guide
Genesys Payments — common CCaaS underneath Observe.AI
Five9 Payments — common CCaaS underneath Observe.AI
NICE CXone Payments — common CCaaS underneath Observe.AI
AI Voice Agent PCI Payments — for AI-led contact centres
Twilio Pay Connectors — Shuttle as Twilio's official payment partner
Voice Payments — comprehensive voice payment capture guide
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment infrastructure to Observe.AI-powered contact centres without changes to Observe.AI's analytics layer, your CCaaS configuration, or your agent training. Most deployments go live in under two weeks across multiple PSPs.
If you take payments in a contact centre, see how Shuttle works for merchants, or book a discovery call to walk through your specific Observe.AI + CCaaS deployment.