If you're running a contact centre on RingCentral — RingEX for unified comms, RingCX for the contact centre product — for an insurance broker, a debt-recovery operation, a professional services firm, or a travel and events business, you've already met the payment gap. Customers want to pay on the call. RingCentral doesn't have a native, PCI-compliant way to capture their card.
RingSense AI handles transcription and analytics. RingCX has agent assist, omnichannel routing, and workforce engagement. But the moment a card number needs to be collected, your agent either reads it into a recording, redirects the customer to a separate IVR, or asks them to pay another way — fragmenting the customer experience and dragging your contact centre into PCI scope.
This guide is for merchants taking payments through RingCentral, and for solution providers and RingCentral App Gallery partners deploying it for their clients. It covers how Shuttle adds PCI-compliant payment capture — multi-PSP, deploys without changes to RingCX or RingEX, and works across both human-assisted and AI-led calls.
RingCentral Does Not Have Native Payment Capture
RingCentral is one of the largest UCaaS and CCaaS providers in the market. RingEX handles unified communications. RingCX is their contact centre product — AI-powered, omnichannel, with workforce engagement and analytics built in.
What RingCentral does not have is PCI-compliant payment capture.
When a customer on a RingCentral call says "I'd like to pay," there is no native mechanism to securely collect their card details. The agent either takes the number verbally — putting card data into recordings, transcriptions, and PCI scope — or directs the customer to pay through another channel. Both approaches are poor outcomes.
This is a significant gap for businesses running RingCentral in industries where phone payments are a daily operation: insurance, utilities, debt collection, travel, and professional services.
The Payment Gap in RingCentral
RingCentral has invested heavily in AI — RingSense for conversation intelligence, AI-powered agent assist, automated summarisation. RingCX is a capable CCaaS platform. But payment capture was not part of the product roadmap.
No DTMF isolation. RingCentral can handle DTMF input for IVR navigation, but there is no mechanism to capture DTMF card entry while suppressing tones from the agent audio and call recording. If a customer enters card digits via keypad during a RingCentral call, the agent hears the tones and the recording captures them.
AI features create additional exposure. RingSense transcribes and analyses calls. If a customer reads a card number aloud, that data is transcribed, stored, and potentially surfaced in analytics dashboards. The AI features that make RingCentral attractive also amplify the PCI risk of handling card data on the platform.
No payment API in the platform. RingCentral's API is extensive for call management, messaging, and video — but there is no payment-specific API. Building a custom payment integration requires developing outside the platform and managing the PCI implications yourself.
UCaaS-first architecture. RingCentral's heritage is unified communications. RingCX is newer and still building out its contact centre feature set. Payment capture — a niche but critical requirement for specific industries — is not a priority for a platform focused on competing with Microsoft Teams and Zoom on the UCaaS side.
The result: businesses running RingCentral that need to take phone payments are left to find their own solution. Most default to sending payment links after the call, which works but increases drop-off and slows cash collection.
How to Add Payments to RingCentral
Shuttle integrates with RingCentral to provide PCI-compliant payment capture during live calls. The integration works without modifying your RingCentral configuration.
DTMF Masking via Twilio
RingCentral uses Twilio's infrastructure for portions of its telephony. Shuttle, as Twilio's official payment partner, integrates at the telephony layer to intercept and mask DTMF tones during payment capture. The customer enters their card details via keypad; Shuttle captures the tones in its PCI-certified environment and strips them from the audio before they reach RingCentral's recording and analytics systems.
SIP Integration
For RingCentral deployments using SIP trunking, Shuttle integrates via the SIP layer. This approach works for both RingCX and RingEX environments and does not require changes to your RingCentral account configuration.
Payment Links via SMS
The agent triggers a payment link sent to the customer's mobile. The customer completes payment on a hosted, PCI-compliant checkout page — branded to your business — while optionally staying on the call with the agent. Transaction confirmation is returned to the agent in real time.
Agent-Assist Interface
Shuttle provides an agent-facing widget that operates alongside the RingCentral agent desktop. The agent initiates payment capture, monitors the transaction, and receives the result — all without handling card data.
How It Works
Call proceeds normally. The customer calls in, is routed through RingCentral, and speaks with an agent. Standard call handling — queries, account management, issue resolution.
Payment moment arrives. The agent determines that payment is needed. They click the payment button in the Shuttle interface or trigger payment via a shortcut.
Customer enters card details. A voice prompt asks the customer to enter their card number, expiry date, and CVV via keypad. The prompt is customisable.
DTMF tones are captured and masked. Shuttle captures the keypad input within its PCI DSS Level 1 certified environment. The tones are stripped from the audio stream — the agent hears masking tones or silence. RingCentral's recording and RingSense analytics receive no card data.
Transaction is processed. The payment is routed to the configured PSP — Stripe, Adyen, Worldpay, Checkout.com, or any of 16+ supported gateways. Routing can be configured by merchant, region, or failover rules.
Result is returned. The agent sees the outcome (approved, declined, or error) in the Shuttle widget. A tokenised reference is available for CRM logging.
Call continues. The agent confirms the payment to the customer and the conversation continues without interruption.
Agent workflow
From the RingCentral agent console, the agent stays on the live call. When the caller 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 from recordings and from the agent's audio. The agent can see status updates (entered card, validated, processed, approved or declined) without ever entering PCI scope. If the call drops mid-payment, the agent can resume or send a payment link to finish the transaction asynchronously.
Customer experience
The customer stays on the same call with the same agent. When prompted, they enter their card details on their phone keypad — the tones are masked so neither the agent nor the recording captures them. They hear confirmation in real time and stay on the line for follow-up questions, receipt delivery, or scheduling. There's no transfer to a separate IVR, no callback to complete payment, and no link they have to action later. RingCX AI assist remains active throughout the payment flow.
Multi-PSP Support
Businesses running RingCentral often operate across multiple regions or business units, each with their own PSP relationships. Shuttle supports 40+ PSPs and allows flexible routing:
By merchant — different clients or business units route to different gateways
By region — UK transactions to one PSP, US transactions to another
By failover — if the primary gateway is unavailable, transactions automatically route to a backup
By card type — route specific card schemes through preferred processors
This is particularly relevant for BPO and outsourced contact centre operations running RingCentral, where different end clients have different PSP requirements.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider — the highest level of payment security certification.
Using Shuttle with RingCentral reduces your PCI scope to SAQ-A:
Card data never enters your RingCentral environment
DTMF tones are stripped before reaching RingCentral's systems
Call recordings contain no cardholder data
RingSense transcription and analytics process no card information
Agents never hear, see, or handle card numbers
Your network infrastructure is out of PCI scope
Without Shuttle, taking card payments over RingCentral puts your organisation in SAQ-D territory — 300+ requirements, annual QSA audits, and compliance costs that typically run into six figures annually.
Shuttle costs $0.20 per transaction with no setup fees, no per-agent fees, and no monthly minimums.
For Solution Providers and RingCentral App Gallery Partners
If you're a RingCentral App Gallery partner or SI deploying RingCentral for clients, Shuttle is the payment layer that fits alongside your implementation. 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 both RingCX and RingEX without affecting RingSense analytics. For partnership conversations, book a discovery call.
Use Cases
Insurance Brokers and Underwriters
Insurance businesses running RingCentral handle premium payments, policy renewals, and mid-term adjustments over the phone. Shuttle allows agents to collect payment during the renewal conversation — critical for retention — without creating PCI exposure or breaking the call flow.
Professional Services
Accountancy firms, legal practices, and consultancies using RingCentral for client communications can collect invoice payments during calls. The client confirms the amount, enters their card via keypad, and payment is confirmed before the call ends.
Debt Collection Agencies
Collections teams running RingCentral need to capture payment when the debtor is engaged and willing to pay. Transferring to a separate system or sending a link risks losing the commitment. Shuttle enables immediate, secure payment capture mid-call.
Travel and Events
Travel agencies and event companies processing bookings over the phone can capture payment at the point of commitment. The customer confirms their booking, enters card details via keypad, and receives confirmation — all on the same call.
Frequently Asked Questions
Does Shuttle require any changes to my RingCentral configuration?
No. Shuttle integrates at the telephony layer, not within RingCentral's platform. Your call flows, routing rules, agent configuration, and RingSense settings remain unchanged.
Will Shuttle work with both RingCX and RingEX?
Yes. Shuttle integrates with both RingCentral's contact centre (RingCX) and unified communications (RingEX) products. The integration approach is the same — payment capture works wherever voice calls are handled.
Does Shuttle affect RingSense analytics?
No — and this is a key benefit. Because DTMF tones and card data are stripped before reaching RingCentral, RingSense continues to transcribe and analyse calls normally. The only difference is that card data is absent from transcriptions and recordings, which is exactly what PCI compliance requires.
How quickly can we go live?
Most RingCentral integrations are live within 2-4 weeks. If you are already using Twilio SIP trunking with RingCentral, the timeline is typically shorter.
What is the pricing model?
$0.20 per transaction. No setup fees, no per-seat fees, no monthly minimums. You pay only for payment captures.
If you're specifically running RingCentral's dedicated enterprise CCaaS product, see the RingCX payments guide — covers outbound campaigns, multi-tenant BPO routing, and RingSense-compatible integration patterns.
Related Reading
PCI-Compliant Payments for Contact Centres — the complete guide to secure contact centre payments
Twilio Pay Connectors — how Shuttle integrates with Twilio's payment infrastructure
Voice Payments — the definitive guide to taking payments over voice channels
AI Voice Agent PCI Payments — adding payment capture to AI-powered voice agents
Voice Checkout — Shuttle's voice payment product
Talkdesk Payments — PCI-compliant payments for Talkdesk and Autopilot
Genesys Cloud Payments — voice and IVR payments for Genesys Cloud
Five9 Payments — secure payment processing for Five9
Avaya Payments — payment capture for Avaya contact centres
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment infrastructure to RingCentral without changes to your telephony, agent training, or customer experience. 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 deployment.