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 Shuttle Adds Payments to RingCentral
Shuttle adds PCI-compliant card capture to your RingCentral calls. When the customer is ready to pay, they enter their card on their phone keypad, the digits are 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 RingCentral recordings, RingSense transcription and analytics, or your agents. Shuttle customers already take payments this way on RingCentral-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 RingCentral 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 RingCentral call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running RingCentral 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 RingCentral recordings, RingSense transcription and analytics, 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 RingCentral, 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 RingCentral have already built this. There is more in the "What to Expect" section below.
How a voice payment works
The call proceeds on RingCentral as normal. Standard call handling, queries, account management, issue resolution.
Payment is triggered from your agent interface when the customer is ready to pay.
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. Routing can be configured by merchant, region, or failover rules.
Result returned to your interface and your systems via webhook. A tokenised reference is available for CRM logging.
No card data in RingCentral. The card digits never touch your RingCentral recordings, RingSense analytics, or your agent workstations.
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
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. This flexibility 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.
Because the card is captured in the secure Twilio Pay call, card data never enters your RingCentral environment, keeping you on the lighter SAQ-A path:
Card data never enters your RingCentral environment
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
Full compliance documentation, including the AOC scope, is in the security docs.
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 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.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged RingCentral 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 RingCentral 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 RingCentral call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running RingCentral have already done it.
A native RingCentral integration is available as a paid project. If you would rather not build the bridge yourself, or you want a Shuttle app in the RingCentral App Gallery or a deeper RingCX build, we can scope that 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 call, 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 RingCentral 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 RingCX or RingEX. You'll need to be a Twilio customer and to build a small bridge connecting your workflow to Twilio, which customers running RingCentral have already done. We can build a native RingCentral integration as a paid project if you'd rather not build it yourself, 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.
Will Shuttle work with both RingCX and RingEX?
Yes. The Twilio-based capture works wherever your voice calls are handled, so it applies to both RingCentral's contact centre (RingCX) and unified communications (RingEX) products. You build a small bridge to fit whichever you run.
Does Shuttle affect RingSense analytics?
No, and this is a key benefit. Because the card is captured in the secure Twilio Pay call, no card data enters RingCentral, so 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.
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.
What is the pricing model?
$0.20 per successful transaction for voice. No setup fees, no per-seat fees, no monthly minimums. Payment links are currently free (a new pricing model is coming).
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
Retell AI Payments: PCI-compliant payment capture for Retell AI voice agents
Get Started
Shuttle adds PCI-compliant payments to a RingCentral-based operation via Twilio, with multi-PSP routing and no gateway lock-in, and works with your existing PSP relationships. We'll walk you through what's live today and the path for your setup.
Talk to our team about adding secure payment capture to RingCentral, or explore Voice Checkout to see how it works.