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 works with a Verint operation today
Let's be straight about the model, because it determines whether Shuttle is a fit:
There is no native Verint integration today. Shuttle's voice payment capture runs on Twilio Pay (Shuttle is Twilio's preferred payments partner). You invoke that Twilio-based setup; you do not install a Shuttle app inside Verint or its underlying CCaaS. Shuttle does not plug into Verint's own recording or analytics pipeline.
You need to be a Twilio customer to use voice payments.
You need technical resource to implement it. Shuttle is a self-service, developer-oriented solution. Shuttle provides ready-made interfaces for payment links and the PCI-compliant capture, IVR, and APIs for voice — but you build the agent-side interface for your own setup, because every contact-centre platform is different.
A native Verint integration is possible as a paid project. We can build one for your deployment at a project cost.
Carrier-agnostic is on the roadmap. A version that removes the Twilio requirement is coming; today, Twilio is the live path.
If you have the technical resource and are (or can be) a Twilio customer, here is how the pieces fit together.
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 — but the agent-facing screen for your Verint workflow is something you build against Shuttle's APIs (it can be prototyped quickly). Shuttle does not ship a pre-built agent widget for Verint today.
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.
One honest caveat: the secure capture at the point of payment is what's live now (via Twilio Pay). Shuttle being present for the entire conversation, or cleanly returning the caller to the same agent and call afterwards, is not yet turnkey — that fuller call control is where the carrier-agnostic version, landing later in 2026, is headed.
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:
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 Twilio's official payment partner. 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.
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 the agent-side interface for your workflow. We can build a native Verint integration as a paid project, 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 as Twilio's official payment partner
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.