If you're running an enterprise contact centre on RingCX — RingCentral's dedicated CCaaS product — for an insurance carrier, a debt-recovery operation, a multi-state utility, a travel and events business, or a multi-tenant BPO, you've already met the payment gap. Customers want to pay on the call. RingCX doesn't have a native, PCI-compliant way to capture their card.
RingCX sits separately from RingEX, RingCentral's UCaaS product. RingCX targets enterprise contact centre operations — outbound campaigns, predictive dialling, AI-driven agent assist, workforce engagement, omnichannel routing. RingSense AI handles transcription and analytics across the platform. But the moment a 16-digit card number needs to be captured, the existing options are limited: agents reading numbers into recordings, redirecting to separate IVRs, or single-PSP partnerships that lock you to one acquirer.
This guide is for merchants taking payments through RingCX, and for solution providers and RingCentral App Gallery partners deploying RingCX for clients. It covers how Shuttle adds PCI-compliant payment capture to RingCX — multi-PSP, RingSense-compatible, and built so payment moments fit into outbound and inbound flows alike. For the broader RingCentral platform (RingEX + RingCX combined), see the RingCentral Payments guide.
The Payment Gap in RingCX
RingCX is built for enterprise contact centre operations. Payment capture is a separate problem, and the gaps for businesses taking payments on the platform:
No native payment processing. RingCX has no built-in mechanism to trigger a card transaction inside an agent script, outbound campaign, or inbound flow. Card capture has to come from an external integration.
No DTMF isolation built in. RingCX supports recording controls, but pause-and-resume is a manual workaround — not secure DTMF masking. The agent still hears the card number, and any drift drags recordings into PCI scope.
Single-gateway add-ons. Available payment integrations are typically tied to one acquirer, fine for businesses on a single PSP, painful for enterprise contact centres that operate across multiple geographies, brands, or BPO clients.
No AI-to-payment handoff. RingSense AI transcribes and analyses calls in real time. It surfaces sentiment and coaching cues. It cannot execute a card transaction.
Per-seat licensing layered on top. RingCX pricing is seat-based. Payment add-ons that price per seat compound the cost across an enterprise deployment. A per-transaction model fits the underlying economics far better.
How to Add Payments to RingCX
Shuttle integrates with RingCX through three complementary patterns. Most enterprise deployments combine all three for full channel coverage.
DTMF Masking via SIP
Shuttle integrates inline with RingCX calls via SIP routing or Twilio Pay. When the agent (or outbound campaign) is ready to take payment, the call is briefly routed through Shuttle's PCI-DSS Level 1 environment, then returned to the same agent. DTMF tones are masked in real time — neither the agent nor RingCX recordings receive cardholder data. RingSense transcription continues without interruption around the payment moment.
Payment Links via SMS
For asynchronous capture, Shuttle generates a payment link with the agreed amount, currency, and reference. The agent drops the link into an SMS or email from the same RingCX workspace. The customer pays on a hosted, PCI-compliant page; status posts back to the agent's screen. Useful for outbound recovery campaigns where the caller agrees to pay later, or where a follow-up payment plan is agreed.
Agent-Assist Interface
A lightweight UI inside the agent workspace lets agents trigger a payment, see masked entry status (entered, validating, processing, approved/declined), retry on decline, and view receipt confirmation. Integrates as a browser-based widget alongside the RingCX agent desktop.
How It Works
Shuttle plugs into RingCX via SIP integration (typically through Twilio's official payment partnership), an agent-side UI, and webhooks for status reporting back into your CRM, case management, or campaign tools. The integration is designed to fit alongside RingCX flows without requiring a script rebuild.
Agent workflow
From the RingCX agent desktop, the agent stays on the live call. When the caller is ready to pay — whether on an inbound enquiry or an outbound recovery call — the agent clicks a payment action 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 sees 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, payment plans, receipt delivery, or scheduling. There's no transfer to a separate IVR, no callback, and no link they have to action later. RingSense AI assist remains active throughout the payment flow.
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, card type, merchant entity, brand, or campaign — useful for enterprise RingCX deployments that span multiple business units, geographies, or BPO client portfolios.
This matters for RingCX customers who already have established acquirer relationships, who run multi-tenant BPO models, or who serve international markets where one PSP doesn't cover every country.
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 your RingCX environment entirely:
DTMF tones are masked at the SIP layer in real time — never recorded, never transcribed, never reach the agent's audio.
Card data is captured directly into Shuttle's certified environment, then tokenised before any return to your systems.
RingCX recordings, RingSense transcripts, and quality monitoring outputs never contain card numbers. Your PCI scope stays narrow.
Audit trails, settlement reports, and reconciliation are available via Shuttle's reporting layer and feed into RingCX-adjacent reporting tools.
For RingCX customers in regulated verticals — financial services, insurance, healthcare, public sector, telco — Shuttle is designed to keep certified scope tight without compromising the AI-driven agent experience.
For Solution Providers and RingCentral App Gallery Partners
If you're a RingCentral App Gallery partner or SI deploying RingCX for clients, Shuttle is the payment layer that plugs in alongside your build. 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 integrates with both inbound and outbound RingCX flows without disrupting RingSense AI assist. For partnership conversations, book a discovery call.
Use Cases
Outbound Collections and Recovery
RingCX is widely used for outbound debt-recovery campaigns. Shuttle lets agents take payment plans during the recovery call itself — far higher conversion than asking the customer to action a link separately. Multi-PSP routing handles different agency-of-record arrangements across portfolios.
Insurance Premium and Renewal Collection
Insurance carriers using RingCX for premium collection — both inbound enquiries and outbound renewal nudges — can settle the payment moment inside the call. Useful for monthly premium chases and lapsed-policy reactivation.
Multi-Tenant BPO Operations
BPOs running RingCX across multiple end-clients can route payment transactions to each client's preferred acquirer, keeping settlement cleanly separated. Shuttle supports per-tenant configuration without per-seat licensing penalties.
Utility and Telco Billing
Utilities and telcos using RingCX for billing enquiries can complete card payments inside the call rather than transferring customers to web portals — faster handle time, higher conversion, narrower PCI scope.
Frequently Asked Questions
How is RingCX payment integration different from RingCentral payment integration?
RingCX is RingCentral's dedicated enterprise CCaaS, separate from RingEX (UCaaS). The integration patterns are similar — Shuttle works on both — but RingCX deployments typically need outbound campaign support, multi-tenant routing, and tighter integration with RingSense AI than RingEX setups. For RingEX-only deployments, see the RingCentral Payments guide.
Does Shuttle affect RingSense analytics?
No. RingSense AI continues transcribing and analysing throughout the payment flow. The DTMF tones are masked at the SIP layer, so RingSense transcripts and analytics never contain card numbers — but the conversation context around the payment moment is preserved.
Will Shuttle work with outbound predictive dialling campaigns?
Yes. Shuttle supports both inbound and outbound flows. For outbound recovery campaigns, agents can take payment plans during the call, with payment links as a fallback for customers who can't enter card details on the phone.
How quickly can we go live?
Most deployments go live in under two weeks. The integration uses your existing SIP infrastructure or Twilio relationship; the agent UI deploys as a web app or browser widget.
What is the pricing model?
Per-transaction pricing — see Shuttle pricing. No per-seat fees, so cost scales with payment volume not headcount.
Related Reading
PCI-Compliant Payments for Contact Centres — the platform-by-platform merchant + SI guide
RingCentral Payments — broader RingEX + RingCX coverage
Twilio Pay Connectors — Shuttle as Twilio's official payment partner
Voice Payments — comprehensive voice payment capture guide
AI Voice Agent PCI Payments — for AI-led contact centres
Five9 Payments — enterprise CCaaS comparison
Genesys Payments — enterprise CCaaS comparison
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment infrastructure to RingCX 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.