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 a Sprinklr operation today, and exactly what that involves.
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 secure voice card capture built in. Voice cases handled through Sprinklr's omnichannel routing don't have built-in secure card capture. 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 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 inside Shuttle's PCI DSS Level 1 certified environment via Twilio Pay (Shuttle is Twilio's preferred payments partner), and the card data never reaches your Sprinklr recordings, transcription, or your agents. Shuttle customers already take payments this way on Sprinklr-based operations today.
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. Customers running Sprinklr have already built exactly this. 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 are captured inside Shuttle's certified 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 status posts back to the case so the agent sees "paid" or "failed" inline. 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. Customers running Sprinklr have already built this. 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 captured inside Shuttle's certified 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. Status posts back into the Sprinklr case in real time via 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 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. Switching gateways 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.
Pricing is 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. PCI scope stays narrow on the lighter SAQ-A path.
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. 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 their preferred acquirer) and partner-friendly commercials. 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. 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 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 preferred 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 the certified payment connector, 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, and customers running Sprinklr have already done it.
A native Sprinklr integration is available as a paid project. If you would rather not build the integration yourself, we can build one for your deployment with you.
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, or handing the caller back to the same agent afterwards, is part of the fuller call control coming with the carrier-agnostic version.
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 (we're Twilio's preferred payments partner), 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), which customers running Sprinklr have already done. We can build a native Sprinklr integration as a paid project if you'd rather not build it yourself, and a carrier-agnostic version is on our roadmap.
Does this require Twilio?
Yes, today, for voice card capture. The secure capture runs via Twilio Pay, where Shuttle is the certified payment connector. Payment links for digital channels do not require the customer to be on a Twilio voice call. The carrier-agnostic version that removes the voice Twilio requirement is on our roadmap.
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. 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. 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?
$0.20 per successful transaction for voice, with no per-seat fees, no setup fees, and no monthly minimums, so cost scales with payment volume not headcount or channel. Payment links are currently free.
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.