Salesforce Service Cloud runs your support operation, and Service Cloud Voice (SCV) brings telephony into the same agent console, whether through Amazon Connect or Service Cloud Voice for Partner Telephony with providers like Five9, Genesys, Cisco, Avaya, Vonage, RingCentral RingCX, or Talkdesk. Your agents handle calls, chat, messaging, and email from one screen, with full case context from the CRM. What they cannot do natively is take a card payment inside that conversation.
This trips up a lot of teams, because Salesforce does sell a product called Salesforce Payments. The important detail: Salesforce Payments is built for Commerce Cloud and Order Management web checkout, not for agent-assisted payments on a phone or chat session in Service Cloud Voice. It is commerce checkout, not contact centre payments.
This guide is written for two audiences: merchants running Service Cloud or SCV who need to collect card payments during agent conversations, and the System Integrators and Salesforce Consulting Partners implementing those contact centres. If you are trying to close the in-call payment gap, this is for you.
Salesforce Payments vs Contact Centre Payments
It is worth being precise here, because the naming overlap causes real confusion during scoping.
Salesforce Payments is a genuine product. It powers checkout for B2B and B2C Commerce storefronts and ties into Order Management, so a customer buying through your commerce site can pay with a saved card, digital wallet, or similar. That is a web-commerce flow.
A Service Cloud Voice conversation is a different surface entirely. When a customer calls your support line, or messages your team, and wants to pay a bill, settle an overdue balance, or place an order over the phone, there is no native Salesforce capability to capture and process that card securely inside the call. Salesforce Payments does not extend into the agent console for this. The platform is PCI DSS certified as a service provider under a shared-responsibility model, but it provides no compliant in-call card-capture mechanism. To collect payments in the contact centre, merchants add a third-party AppExchange app or a PCI descope vendor.
The Payment Challenge in Service Cloud Voice
The core problem is that card data cannot be allowed to enter your voice stack, your call recordings, or your CRM. The moment a customer reads a card number aloud and an agent hears it, types it, or it lands in a recording, that telephony platform, the SCV layer, and Salesforce itself fall into PCI DSS scope. For an enterprise on Service Cloud, that scope can be enormous.
Doing this yourself is not realistic for most teams. Building and maintaining a PCI DSS Level 1 environment with the right network segmentation, tokenisation, and audited controls typically runs $500k+ to stand up and $200k+ a year to maintain. And Salesforce gives you no native in-call capture to build on, so you would be assembling the entire payment path from scratch.
The goal is to keep card data out of the conversation altogether while still letting the agent stay on the line and guide the customer through payment.
How Shuttle Adds Payment Capture to Service Cloud Voice
Shuttle is the payment layer that sits alongside Service Cloud Voice and handles the card data so your stack never touches it. It works whether your SCV telephony is Amazon Connect or a partner-telephony provider.
Mid-call, the agent triggers a secure payment step from the agent console without leaving the conversation.
The customer enters their card digits on their phone keypad. Shuttle captures the DTMF tones and masks them so neither the agent nor the call recording ever receives the real numbers.
Shuttle routes the transaction to your chosen payment gateway and processes it in real time.
The result (approved or declined) returns to the agent instantly, so they can confirm with the customer and update the case in Salesforce.
No card data ever enters the voice stream, the recording, the SCV layer, or the CRM, which keeps those systems out of PCI scope.
How It Works
Agent workflow
The agent stays on the call the entire time. When it is time to pay, they start the secure capture step from their console. The customer keys in their card, and the agent sees only masked progress indicators and the final outcome. There is no hold, no transfer to an IVR, and no awkward handoff. The agent confirms the result and logs it against the case.
Customer experience
The customer never has to repeat card details aloud or worry about who is listening. They simply type their card number, expiry, and security code on their phone keypad while still talking to the agent. They get an immediate confirmation, and the call continues naturally.
Multi-PSP Support
Shuttle is gateway-neutral, so you keep your existing acquiring relationships and processing economics.
Connect to 40+ payment gateways, including Stripe, Adyen, Worldpay, Checkout.com, Braintree, and Square.
Route per client, per business unit, or per region, which matters for enterprises running multiple brands or subsidiaries through one Service Cloud instance.
Keep your current pricing and settlement arrangements with each acquirer.
Add or switch gateways without re-engineering the payment flow.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider, the highest assurance level. Because card data is captured and processed entirely inside Shuttle's environment and never enters your Salesforce, telephony, or recording systems, those systems stay out of scope.
This is a shared-responsibility model done properly. Instead of carrying the burden of a full SAQ-D assessment across your contact centre, descoping the conversation can reduce your obligation toward SAQ-A. Your auditors will still confirm the boundaries, but the surface they have to assess shrinks dramatically.
Beyond Voice: Payment Links
Not every payment happens on a live call. For chat, messaging, and email cases inside Service Cloud, agents can send a hosted payment link the customer opens and pays through securely. The same gateway routing and PCI posture apply, so whether the conversation is voice or digital, the card data stays off your stack and the case stays current in Salesforce.
For Solution Providers and Salesforce Implementation Partners
If you implement Service Cloud and SCV for clients, the in-call payment gap is a recurring requirement you can solve cleanly.
Shuttle lists on the Salesforce AppExchange, the marketplace your clients already use to discover and install solutions. As a payment integration, it slots into Service Cloud Voice deployments whether the telephony is Amazon Connect or a partner-telephony provider you have stood up.
For ISVs building on the platform, the path runs through the Salesforce Partner Program and ISVforce. For Consulting Partners delivering implementations, Shuttle is the payment layer you add to the SCV build: you handle the contact-centre design and CRM configuration, and Shuttle handles compliant card capture and gateway routing. That keeps PCI scope out of the environment you are delivering, which is an easier story to take to enterprise procurement and security review.
Use Cases
Bill-Pay and Account Payments
Customers calling about an invoice or account balance can settle on the spot, with the payment logged against the case in Service Cloud.
Collections and Payment Plans
Collections agents can take a one-off payment or set up a payment plan mid-call, without card data touching the recording or the CRM.
Order Taking
Phone and chat orders convert immediately, with the agent confirming the transaction before the customer hangs up.
Subscriptions and Renewals
Capture a card for a renewal or recurring plan during a service conversation, routed to your preferred gateway.
FAQ
Does Salesforce Service Cloud take payments? Not natively in the contact-centre conversation. Service Cloud and Service Cloud Voice have no built-in way to capture and process a card during a call or chat. Merchants add a third-party AppExchange app or a PCI descope vendor like Shuttle.
Isn't Salesforce Payments enough? No. Salesforce Payments is scoped to Commerce Cloud and Order Management web checkout. It does not provide agent-assisted, in-call card capture in Service Cloud Voice. It is commerce checkout, not contact centre payments.
**Which payment gateways does Shuttle support?** Shuttle connects to 40+ gateways, including Stripe, Adyen, Worldpay, Checkout.com, Braintree, and Square, with per-client and per-business-unit routing.
Can we just build PCI-compliant capture ourselves? You can, but standing up a PCI DSS Level 1 environment typically costs $500k+ upfront and $200k+ a year to maintain, and Salesforce gives you no native in-call capture to build on. Most teams use a certified provider instead.
Does Shuttle work with both Amazon Connect and partner telephony? Yes. Shuttle works with Service Cloud Voice whether your telephony is Amazon Connect or Service Cloud Voice for Partner Telephony (Five9, Genesys, Cisco, Avaya, Vonage, RingCentral RingCX, Talkdesk, and others).
Related Reading
Contact centre payments: the hub guide covering PCI-compliant payments across every contact-centre platform.
Embedded payments for CCaaS: how payment capture embeds into cloud contact-centre stacks.
Genesys payments: taking payments when Genesys is your SCV partner telephony.
Amazon Connect payments: in-call capture when Service Cloud Voice runs on Amazon Connect.
Payments for CCaaS implementation partners: how SIs add the payment layer to contact-centre builds.
Take Payments in Your Service Cloud Contact Centre
Shuttle adds PCI-compliant payment capture to Salesforce Service Cloud Voice across 40+ gateways, at $0.20 per transaction with no setup, monthly, or per-seat fees. Keep card data off your Salesforce, telephony, and recording stack while your agents stay on the call.
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