If you're running a contact centre on Sprinklr Service, for a global retailer, a financial services brand, an airline, a public-sector services team, or an enterprise BPO, you already know customers want to pay during the call, in the chat, or inside the ticket.
Sprinklr's unified-CXM platform handles voice, digital messaging, social, and email in a single agent workspace. Sprinklr AI++ powers agent assist, intent detection, and automated routing. The platform is built for enterprise scale, global brands, multi-language deployments, multi-channel volumes that no single-channel CCaaS can match. Shuttle is a different kind of product: a payment layer between the call and each merchant's own payment gateway, with payment links on the same integration.
This guide is for merchants taking payments through Sprinklr Service, and for solution providers and Sprinklr Partner Program members deploying Sprinklr for clients. It covers how Shuttle adds PCI-compliant payment capture to a Sprinklr operation today, and exactly what that involves.
The Payment Gap in Sprinklr
Sprinklr Service is built for unified customer experience management. Its help centre covers taking card details in its IVR and PCI-compliant secure forms in live chat, but Sprinklr is not a payment processor, so the payment itself still needs a provider behind it. A separate payment layer earns its place here:
Multi-PSP support. Enterprise deployments that run several brands or entities, or serve several BPO clients, need each one's payments to go to its own gateway, through one integration.
Cross-channel friction. A customer might raise a billing issue on social, escalate to chat, and end on a voice call. Sprinklr unifies that case, but payment capture across all three channels needs a single payment layer that works in each.
How Shuttle Adds Payments to Sprinklr
Shuttle adds PCI-compliant card capture to your Sprinklr payment flows. When the customer is ready to pay, the card is captured through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your Sprinklr recordings, transcription, or your agents.
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 Sprinklr 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 Sprinklr call flow over Twilio, and add your own agent screen if your workflow needs one. 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 on a voice case, 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment, they never reach your Sprinklr recordings, your case data, or your agents. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Payment Links across channels
This is the most turnkey path, and it covers the digital channels Sprinklr unifies. Shuttle generates a payment link the agent can drop into the case conversation, chat, messaging, email, or social DM, or send by SMS mid-call. The customer pays on a hosted, PCI-compliant page, and your integration can post status to the case from Shuttle's webhook. Links work even with gateways that don't support voice capture, and they suit cases that span multiple channels, payment can happen on whichever channel the customer prefers. 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 Sprinklr, 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. There is more in the "What to Expect" section below.
How It Works
The case proceeds on Sprinklr: voice, chat, social, or email, as normal.
Payment is triggered from the interface you've built when the customer is ready to pay; the agent confirms the amount and never sees, types, or hears the card number.
Card captured securely. For voice, the card is captured in a PCI DSS Level 1 call via Twilio Pay, with the digits passed from Twilio Pay to Shuttle's PCI DSS Level 1 environment. For digital cases, the customer pays via a hosted payment link without the agent seeing any cardholder data.
Transaction is processed. Shuttle routes to the configured PSP, any of 30+ supported gateways.
Result returned. Your integration can post status to the Sprinklr case from Shuttle's webhook, so the agent sees outcomes inline without entering PCI scope.
No card data in Sprinklr. The card digits never touch your Sprinklr cases, recordings, transcripts, or agent workstations.
Sprinklr AI++ remains active throughout, helping deflect or summarise the surrounding conversation without ever capturing cardholder data, because the card digits are handled outside the Sprinklr environment.
Multi-PSP Support
Shuttle is gateway-agnostic. We connect to 30+ PSPs, including Stripe, Adyen, Worldpay Access, Checkout.com, Authorize.Net, Global Payments, FreedomPay, and regional acquirers. Each brand, business unit or BPO client can run on its own gateway, useful for global Sprinklr deployments where different markets and brands use different acquirers.
This matters for enterprise Sprinklr customers managing multiple brands, geographies, or BPO arrangements where one PSP doesn't cover everything. Switching gateways later is configuration, not a re-integration, though saved cards stay with the gateway that stored them. 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.
Pricing is a monthly fee per live instance plus a fee per successful transaction; see Shuttle pricing for the model and what you pay across multiple PSPs.
PCI Compliance
Shuttle is PCI DSS Level 1 certified. The integration is designed to keep cardholder data out of your Sprinklr environment entirely:
For voice, card digits are captured in the secure Twilio Pay call, never recorded, never transcribed, never reaching the agent's audio.
Card data captured on digital channels happens on Shuttle's hosted, PCI-compliant page, Sprinklr only receives status updates and tokens.
Sprinklr cases, transcripts, and AI++ outputs never contain card numbers. Merchants complete SAQ-A; platforms, BPOs and other service providers collecting payments for other businesses complete SAQ-D. Your acquirer confirms which form applies to you.
Audit trails, plus transaction and refund data in one format, are available via Shuttle's reporting layer.
For Sprinklr customers in regulated verticals, financial services, insurance, healthcare, telco, government, Shuttle is built to keep certified scope tight while supporting enterprise-scale CX operations. Full compliance documentation is in the security docs.
For Solution Providers and Sprinklr Partner Program Members
If you're a Sprinklr Partner Program member or SI deploying Sprinklr Service for clients, Shuttle is the payment layer you can build alongside your delivery. We support multi-PSP routing across your client portfolio (each client keeps its own supported acquirer). Shuttle's voice capture runs via Twilio Pay, and payment links cover Sprinklr's digital channels; you build the agent-side interface against Shuttle's APIs. For partnership conversations, book a discovery call.
Use Cases
Global Retail and E-commerce
Retailers running Sprinklr for unified service across social, chat, email, and voice can take payments on whichever channel the customer is on, order issue resolution, refund-and-rebill, abandoned-cart recovery. Each brand can run on its own gateway.
Financial Services and Insurance
Banks and insurers using Sprinklr for omnichannel servicing can settle premium payments, loan repayments, and fee transactions inside the case. PCI scope stays narrow regardless of which channel the customer uses.
Travel and Hospitality
Airlines, OTAs, and hotel groups on Sprinklr can take ancillary payments, change fees, and deposits across voice and digital channels. The same payment layer handles a social complaint that escalates to chat and ends on a voice call.
Multi-Tenant BPO Operations
BPOs running Sprinklr across multiple end-clients can route payment transactions to each client's own supported acquirer with per-tenant configuration. No per-seat licensing penalties.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Sprinklr 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 Twilio's chosen provider to enable Twilio Pay for many payment gateways, so you need to be a Twilio customer. Shuttle works with Twilio today, and any carrier coming soon.
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 Sprinklr 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 Sprinklr call flow over Twilio, and add your own agent screen if your workflow needs one. It is light.
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 conversation is not available today, and Shuttle does not ship call hand-back after payment out of the box. What happens to the caller after payment is part of the call flow you build in Twilio. Works with Twilio today, and any carrier coming soon.
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 Sprinklr integration?
Not today. Shuttle's voice capture runs on Twilio Pay, and you invoke that setup rather than installing a Shuttle app in Sprinklr. You'll need to be a Twilio customer and to build a small integration on your side (pass the amount to Shuttle's API and wire the secure capture into your call flow over Twilio). Shuttle works with Twilio today, and any carrier coming soon.
Does this require Twilio?
Yes, today, for voice card capture. The secure capture runs via Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Payment links for digital channels do not require the customer to be on a Twilio voice call. Shuttle works with Twilio today, and any carrier coming soon.
Does Shuttle work across voice and digital channels?
Yes. Voice card capture runs via Twilio Pay, and digital channels (chat, email, social, SMS) are covered by hosted payment links. Your integration can post status to the same Sprinklr case from Shuttle's webhook, regardless of which channel the payment happened on.
Does Shuttle affect Sprinklr AI++ analytics?
No. AI++ continues transcribing, summarising, and analysing throughout the payment flow. Because card data is captured outside the Sprinklr environment, AI++ outputs never contain cardholder data.
Can we just use payment links instead of voice capture?
Yes. Many teams use links only, sent via SMS, email, or in the digital channel the customer is already on. Links are the most turnkey part of Shuttle and work even with gateways that don't support voice capture.
What does Shuttle cost?
Voice costs $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account, with no per-seat fees, so cost scales with payment volume, not headcount. See pricing.
Related Reading
PCI-Compliant Payments for Contact Centres, the platform-by-platform merchant + SI guide
Twilio Pay Connectors, Shuttle's multi-gateway Pay Connector
Voice Payments, comprehensive voice payment capture guide
AI Voice Agent PCI Payments, for AI-led contact centres
Genesys Payments, enterprise CCaaS comparison
NICE CXone Payments, enterprise CCaaS comparison
Zendesk Payments, multi-channel support payment integration
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment capture to a Sprinklr Service operation via Twilio for voice and payment links for digital channels, 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.