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 Shuttle works with RingCX today
Let's be straight about the model, because it determines whether Shuttle is a fit:
There is no native RingCX integration today. Shuttle's voice payment capture runs on Twilio Pay (Shuttle is Twilio's preferred payments partner). You invoke that Twilio-based setup; you do not install a Shuttle app inside RingCX.
You need to be a Twilio customer to use voice payments.
You need technical resource to implement it. Shuttle is a self-service, developer-oriented solution. Shuttle provides ready-made interfaces for payment links and the PCI-compliant capture, IVR, and APIs for voice, but you build the agent-side interface for your own RingCX workflow, because every contact-centre platform is different. There is no pre-built RingCX agent widget.
A native RingCX integration is possible as a paid project. If you want a Shuttle app in the RingCentral App Gallery or a deeper RingCX build, we can scope that at a project cost.
Carrier-agnostic is on the roadmap. A version that removes the Twilio requirement is coming; today, Twilio is the live path.
If you have the technical resource and are (or can be) a Twilio customer, here is how the pieces fit together.
Secure card capture (voice)
When the agent (or an outbound campaign) is ready to take payment, 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. Neither the agent nor RingCX recordings receive cardholder data, and RingSense transcription continues around the payment moment. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Payment Links via SMS or email
This is the most turnkey path. Shuttle generates a payment link with the agreed amount, currency, and reference. The agent drops the link into an SMS or email, including mid-call while the customer is still on the line. The customer pays on a hosted, PCI-compliant page, and 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, 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 status (entered, validating, processing, approved or declined) and can retry on decline, all without handling card data, but the agent-facing screen for your RingCX workflow is something you build against Shuttle's APIs (it can be prototyped quickly). Shuttle does not ship a pre-built RingCX agent widget today.
How a voice payment works
Shuttle connects to RingCX via the Twilio Pay capture, an agent-side UI you build, and webhooks for status reporting back into your CRM, case management, or campaign tools.
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 triggers the capture from your interface and confirms the amount. They never see, type, or hear the card number. The card is captured in the secure Twilio Pay call, so nothing reaches the agent's audio or the RingCX recording. 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 send a payment link to finish the transaction asynchronously.
Customer experience
When prompted, the customer enters their card details on their phone keypad during the secure Twilio Pay call, and the digits are captured inside Shuttle's certified environment. They hear confirmation in real time. RingSense AI assist remains active around the payment flow.
One honest caveat: the secure capture at the point of payment is what's live now (via Twilio Pay). Shuttle being present for the entire RingCX conversation, or cleanly returning the caller to the same agent and call afterwards, is not yet turnkey. That fuller call control is where the carrier-agnostic version, landing later in 2026, is headed.
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.
Switching processors later is configuration, not a re-integration. One caveat for voice specifically: a small number of gateways (for example Braintree) don't permit raw card data to be passed to them, so they don't work for voice capture, though they do work for payment links. 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. Because the card is captured in the secure Twilio Pay call, the model keeps cardholder data out of your RingCX environment entirely:
Card data never reaches the agent's audio, RingCX recordings, or RingSense transcripts.
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, keeping you on the lighter SAQ-A path.
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. 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).
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 you can build into your deployment. 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 preferred payment partner, and the Twilio Pay capture works on both inbound and outbound RingCX flows without disrupting RingSense AI assist. A native RingCX or App Gallery integration can be scoped as a paid project. 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
Does Shuttle have a native RingCX 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. You'll need to be a Twilio customer and to build the agent-side interface for your workflow. We can build a native RingCX or App Gallery integration as a paid project, 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.
How is taking payments on RingCX different from RingCentral overall?
RingCX is RingCentral's dedicated enterprise CCaaS, separate from RingEX (UCaaS). The Twilio Pay approach works on both, but RingCX deployments typically need outbound campaign support, multi-tenant routing, and tighter coexistence 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 call. Because the card is captured in the secure Twilio Pay call, 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. The Twilio Pay capture and payment links both work on inbound and outbound flows. For outbound recovery campaigns, agents can take payment during the call, with payment links as a fallback for customers who can't enter card details on the phone.
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, with no setup fees, no per-seat fees, and no monthly minimums. Payment links are currently free (a new pricing model is coming).
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 payments to a RingCX-based operation via Twilio, with multi-PSP routing and no gateway lock-in. We'll walk you through what's live today and the path for your setup.
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.