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've already met the payment gap. Customers want to pay during the call, in the chat, or inside the ticket. Sprinklr doesn't have a native, PCI-compliant way to capture their card.
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. But card capture remains a separate problem, and the existing options leave gaps.
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 Sprinklr — multi-PSP, works across voice and digital channels, and fits alongside AI++ without rebuilding your case routing.
The Payment Gap in Sprinklr
Sprinklr Service is built for unified customer experience management. Payment processing isn't part of the platform, and the gaps for businesses taking payments through Sprinklr:
No native payment processing. Sprinklr has no built-in mechanism to trigger a card transaction from inside a voice call, digital conversation, or case workflow. Card capture has to come from an external integration.
No DTMF isolation built in. Voice cases handled through Sprinklr's omnichannel routing don't have built-in tone masking. Pause-and-resume on recording is a manual workaround that drags recordings into PCI scope on every drift.
Limited App Exchange options. App Exchange integrations exist but are typically narrow — single-gateway card capture, no multi-PSP routing, no cross-channel coverage. Enterprise deployments need more.
No AI-to-payment handoff. Sprinklr AI++ can deflect routine queries, surface coaching, and automate ticket routing. It cannot execute a card transaction securely.
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. Most add-ons handle one channel, not all.
How to Add Payments to Sprinklr
Shuttle integrates with Sprinklr Service across both voice and digital channels. Most enterprise deployments combine the patterns below.
DTMF Masking via SIP
For voice cases handled through Sprinklr's omnichannel routing, Shuttle integrates inline via SIP or Twilio Pay. When the agent 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 Sprinklr's recordings receive cardholder data.
Payment Links in Conversations
For digital cases — chat, messaging, email, social DM — Shuttle generates a payment link from inside the agent workspace. The agent drops the link into the case conversation. The customer pays on a hosted, PCI-compliant page. Status posts back to the case so the agent sees "paid" or "failed" inline. Useful for cases that span multiple channels — payment can happen on whichever channel the customer prefers.
Agent-Assist Interface
A lightweight UI inside the Sprinklr agent workspace lets agents trigger a payment, see masked entry status, retry on decline, and view confirmation — all within the case context. Integrates as a browser-based widget alongside the unified inbox.
How It Works
Shuttle plugs into Sprinklr via SIP integration for voice, payment-link APIs for digital channels, an agent-side UI, and webhooks for status reporting back into the Sprinklr case. The integration is designed to fit alongside Sprinklr's case routing without requiring a Storyboard rebuild.
Agent workflow
From the Sprinklr agent workspace, the agent stays in the case they were already handling — voice, chat, social, or email. To take payment, they click a payment action in their workspace and confirm the amount. They never see, type, or hear the card number. For voice cases, DTMF tones are masked from recordings. For digital cases, the customer pays via a hosted link without the agent seeing any cardholder data. Status posts back into the Sprinklr case in real time, so the agent sees outcomes inline.
Customer experience
On voice, the customer stays on the same call with the same agent and enters their card on their phone keypad — tones masked, confirmation in real time. On digital channels, they receive the payment link in the same conversation thread they were on, click it, complete payment, and return to the conversation — confirmation appears inline. Sprinklr AI++ remains active throughout, helping deflect or summarise the surrounding conversation without ever capturing cardholder data.
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, brand, business unit, or BPO client — 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.
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 is designed to keep cardholder data out of your Sprinklr 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 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. PCI scope stays narrow.
Audit trails, settlement reports, and reconciliation 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.
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 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 works across both Sprinklr's voice channel and digital channels with a single integration. 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. Multi-PSP routing supports multi-region acquirer setups.
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 Twitter complaint that escalates to chat that ends on a voice call.
Multi-Tenant BPO Operations
BPOs running Sprinklr across multiple end-clients can route payment transactions to each client's preferred acquirer with per-tenant configuration. No per-seat licensing penalties.
Frequently Asked Questions
Does Shuttle work across voice and digital channels?
Yes. The same Shuttle integration handles voice (DTMF masking via SIP) and digital (payment links via API). Status posts back to the same Sprinklr case 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. DTMF tones and card data are masked at the integration layer, so AI++ outputs never contain cardholder data.
Can Shuttle support multi-brand or multi-tenant deployments?
Yes. Per-brand and per-tenant routing is supported, with each brand or tenant keeping their preferred acquirer. Settlement reporting cleanly separates by tenant.
How quickly can we go live?
Most deployments go live in under two weeks. The integration uses your existing SIP infrastructure for voice and API endpoints for digital channels.
What does Shuttle cost?
Per-transaction pricing — see Shuttle pricing. No per-seat fees, so cost scales with payment volume not headcount or channel.
Related Reading
PCI-Compliant Payments for Contact Centres — the platform-by-platform merchant + SI guide
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
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 infrastructure to Sprinklr Service across voice and digital channels — without changes to your case routing, 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.