If your contact centre uses Verint, for a financial services compliance team, a major insurance carrier, a multi-state utility, a healthcare member-services operation, or a public-sector contact centre, you've already met the payment gap. Verint handles workforce engagement, quality monitoring, conversation intelligence, and increasingly AI-driven analytics across your operation. But when a customer says "I'd like to pay," neither Verint nor the CCaaS underneath it has a native, PCI-compliant way to capture their card.
The Verint Open Platform sits across the contact centre, workforce optimization, recording, quality, AI-powered analytics, fraud detection, knowledge management, and a growing portfolio of bots and AI agents. Verint integrates with Genesys, NICE CXone, Avaya, Cisco, Five9, Twilio, and other major CCaaS environments, typically as the workforce engagement and analytics layer rather than the call-handling layer itself. What Verint doesn't do, and isn't designed to do, is the secure card-capture moment.
This guide is for merchants running Verint on top of a CCaaS platform, and for solution providers and Verint partners deploying the Open Platform for clients. It covers how Shuttle adds PCI-compliant payment capture to Verint-powered operations, what that involves today, and why card data stays out of Verint's recording and analytics pipeline.
The Payment Gap Around Verint
Verint is a customer engagement, workforce engagement, and conversation intelligence platform. Card capture is a separate problem, and here are the gaps for businesses taking payments on Verint-powered calls:
Verint sits on the engagement and analytics layer. Workforce engagement, recording, quality monitoring, and AI analytics don't capture cards. The card moment has to happen elsewhere.
The CCaaS underneath usually doesn't capture cards either. Genesys, NICE CXone, Avaya, Cisco, Five9 all face the same payment gap, see the contact centre payments guide for platform-specific detail.
Recording introduces direct PCI risk. Verint's recording infrastructure is one of the most widely deployed in the contact centre industry. If card numbers are spoken aloud or entered as audible DTMF, they end up in Verint recordings, dragging the entire recording infrastructure into PCI scope.
Quality monitoring introduces transcript risk. Verint's quality and AI analytics process recordings post-call. Card data in transcripts cascades through quality scorecards, coaching reports, and analytics outputs. Pause-and-resume on recording is a manual workaround that doesn't scale.
Single-PSP add-ons miss enterprise multi-tenant cases. Verint is heavily deployed in large enterprises and BPOs running multiple acquirer relationships, multiple business units, and multi-region operations. Single-gateway integrations don't fit.
How Shuttle Adds Payments to Verint
Shuttle adds PCI-compliant card capture to your Verint 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 Verint recordings, transcription, or your agents. Shuttle customers already take payments this way on Verint-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 Verint 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 Verint call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running Verint 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, 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 Verint's recordings, transcription, quality scorecards, or AI analytics, because the card data never enters that pipeline. This is the critical pattern for Verint deployments: it keeps the recording infrastructure out of PCI scope. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Payment Links
This is the most turnkey path. Shuttle generates payment links with the agreed amount, currency, and reference, and sends them via SMS or email, including mid-call to a customer who is still on the line. The customer taps the link, enters card details on a secure hosted page, and confirmation is returned in real time. 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 the result without ever handling card data. Shuttle does not ship a pre-built agent screen or input UX for Verint, 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 Verint have already built this. There is more in the "What to Expect" section below.
How a voice payment works
The call proceeds on your CCaaS as normal. Verint continues recording, scoring, and analysing the surrounding conversation.
Payment is triggered from your agent interface when the customer is ready to pay.
Card captured securely. The card is captured in a PCI DSS Level 1 call via Twilio Pay, the customer enters their card on the keypad, and the digits are captured inside Shuttle's certified environment, never reaching Verint.
Transaction is processed. Shuttle routes to the configured PSP, any of 30+ supported gateways, then tokenises before any return to your systems.
Result returned to your interface and your systems via webhook.
No card data in Verint. Verint recordings, transcripts, quality scorecards, and AI analytics outputs never contain card numbers.
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, business unit, or BPO client, useful for the large enterprise Verint deployments that span multiple acquirers, brands, and geographies.
Switching processors later is straightforward, gateway choice 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.
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).
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider. Because the card is captured in the secure Twilio Pay call, cardholder data stays out of Verint's recording and analytics pipeline: For the Twilio side of the compliance picture, see Twilio PCI Compliance.
Card digits are captured directly into Shuttle's certified environment, then tokenised before any return to your systems. They are never recorded by Verint, never transcribed, never reach the agent's audio.
Verint recordings, transcripts, quality scorecards, and AI analytics outputs never contain card numbers. Your PCI scope, and Verint's recording infrastructure scope, stays narrow on the lighter SAQ-A path.
Audit trails, settlement reports, and reconciliation are available via Shuttle's reporting layer.
For Verint customers in regulated verticals, financial services, insurance, healthcare, telco, public sector, gaming, Shuttle is built specifically to address the recording-in-PCI-scope problem that's the most common pain point with large Verint deployments. Full compliance documentation, including the AOC scope, is in the security docs.
For Solution Providers and Verint Implementation Partners
If you're a Verint partner or SI deploying the Verint Open Platform on top of Genesys, NICE CXone, Avaya, Cisco, Five9, or other CCaaS for clients, Shuttle is the payment layer you can add via a Twilio-based setup. We support white-label deployment, multi-PSP routing across your client portfolio (each client keeps their preferred acquirer), and partner-friendly commercials. Shuttle is a Pay Connector provider on the Twilio Marketplace. A native Verint integration can be built as a paid project. For partnership conversations, book a discovery call.
Use Cases
Financial Services and Banking
Banks running Verint for compliance recording, fraud detection, and quality monitoring can take card payments inside the call, settlement, fees, transfers, without dragging Verint's recording infrastructure into PCI scope.
Insurance Premium Collection
Insurance carriers using Verint for quality and workforce optimization can take premium payments during inbound enquiries and outbound nudges. PCI scope stays narrow even as recording continues for compliance.
Healthcare Member Services
Healthcare member-services teams using Verint for compliance-aware quality monitoring can take patient payments during billing calls without exposing PHI or cardholder data to the analytics pipeline.
Public Sector and Government Contact Centres
Public-sector contact centres using Verint for compliance recording and analytics can take fee, fine, and licence payments inside the call while keeping certified scope tight.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Verint 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 Verint 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 Verint call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running Verint have already done it.
A native Verint 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 Verint 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 Verint or its underlying CCaaS. 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 Verint have already done. We can build a native Verint 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. 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 does Shuttle keep card data out of Verint recording?
The card is captured in a secure Twilio Pay call, separate from your CCaaS audio. The digits never reach Verint's recording or transcription pipeline, only the surrounding conversation context is preserved. This is the pattern that keeps Verint recording infrastructure out of PCI scope.
Will Shuttle work with Verint's quality and AI analytics?
Yes. Verint's quality scoring, coaching, and AI analytics continue as normal across the surrounding conversation. Because the card capture happens in the Twilio Pay call rather than in your recorded audio, analytics outputs never contain card numbers.
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 does Shuttle cost?
$0.20 per successful transaction for voice, with no per-seat fees, so cost scales with payment volume not headcount. Payment links are currently free.
Related Reading
PCI-Compliant Payments for Contact Centres, the platform-by-platform merchant + SI guide
Genesys Payments, common CCaaS underneath Verint
NICE CXone Payments, common CCaaS underneath Verint
Avaya Payments, common CCaaS underneath Verint
Cisco Webex Payments, common CCaaS underneath Verint
Twilio Pay Connectors, Shuttle's multi-gateway Pay Connector
Voice Payments, comprehensive voice payment capture guide
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment capture to a Verint-powered operation via Twilio, without changes to Verint's recording, analytics, or workforce engagement layer, and 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 Verint + CCaaS deployment.