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 contact centres — multi-PSP, integrates at the CCaaS layer beneath Verint, and built so Verint's recording, analytics, and workforce optimization remain effective throughout the payment moment.
The Payment Gap Around Verint
Verint is a customer engagement, workforce engagement, and conversation intelligence platform. Card capture is a separate problem, and 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 at the underlying CCaaS layer or via a side integration.
**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 to Add Payments to a Verint-Powered Contact Centre
Shuttle integrates at the CCaaS layer beneath Verint — Genesys, NICE CXone, Avaya, Cisco, Five9, Twilio, or whichever platform Verint is sitting on top of — so the payment moment runs through a PCI-compliant path while Verint continues to record, score, and analyse.
DTMF Masking via SIP at the CCaaS Layer
For voice calls, Shuttle integrates inline with the underlying CCaaS via SIP routing 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. DTMF tones are masked at the SIP layer — neither the agent nor Verint's recording, transcription, or analytics pipeline receive cardholder data. This is the critical pattern for Verint deployments: it keeps the recording infrastructure out of PCI scope without sacrificing the agent or customer experience.
Payment Links via SMS
For asynchronous capture, Shuttle generates a payment link with the agreed amount, currency, and reference. The agent drops the link into an SMS or email from their workspace. Status posts back so the agent sees outcomes inline.
Agent-Assist Interface
A lightweight UI inside the agent workspace lets agents trigger a payment, see masked entry status, retry on decline, and view confirmation — all without seeing the card itself. Integrates as a browser-based widget alongside the agent desktop, working in parallel with Verint's agent-facing tools (knowledge management, quality coaching, etc.).
How It Works
Shuttle plugs into the CCaaS underneath Verint via SIP integration, an agent-side UI, and webhooks for status reporting. Verint continues to operate in parallel — recording the surrounding conversation, analysing the call for quality and coaching, and feeding workforce engagement data — without ever capturing cardholder data.
Agent workflow
The agent stays on the live call. Verint's quality monitoring and workforce engagement tools continue in the background. When the customer is ready to pay, the agent clicks a payment action in their workspace and confirms the amount. They never see, type, or hear the card number — DTMF tones are masked at the SIP layer beneath Verint. Status updates appear in the agent UI without entering PCI scope. Verint's quality scorecards, coaching, and analytics continue throughout — they just don't see the card data.
Customer experience
The customer stays on the same call with the same agent. When prompted, they enter their card details on their phone keypad — tones are masked, neither the agent nor Verint's recording captures them. They hear confirmation in real time and stay on the line for follow-ups. Verint continues to analyse the surrounding conversation for quality and compliance — but the card data is never in scope.
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.
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 specifically designed to keep cardholder data out of Verint's recording and analytics pipeline:
DTMF tones are masked at the SIP layer in real time — never recorded by Verint, never transcribed, never reach the agent's audio.
Card data is captured directly into Shuttle's certified environment, then tokenised before any return to your systems.
Verint recordings, transcripts, quality scorecards, and AI analytics outputs never contain card numbers. Your PCI scope — and Verint's recording infrastructure scope — stays narrow.
Audit trails, settlement reports, and reconciliation are available via Shuttle's reporting layer and feed into Verint-adjacent reporting tools.
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.
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 that plugs in at the CCaaS level. 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 and works with the most common CCaaS patterns Verint sits on top of. 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
How does Shuttle interact with Verint recording?
Shuttle masks DTMF tones at the SIP layer beneath Verint. When the customer enters their card on the keypad, the tones never reach Verint's recording or transcription pipeline — only the surrounding conversation context is preserved. This is the critical pattern for keeping 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. The DTMF masking happens at the SIP layer, so analytics outputs never contain card numbers — but the conversation context around the payment moment is preserved for quality and coaching purposes.
What if our underlying CCaaS isn't listed?
Shuttle supports all major CCaaS platforms typically deployed with Verint — Genesys, NICE CXone, Avaya, Cisco Webex, Five9, Talkdesk, RingCentral, Amazon Connect, Vonage, 8x8 — plus generic SIP integration for less common setups. See the contact centre payments guide for the full list.
How quickly can we go live?
Most deployments go live in under two weeks. The integration sits at the CCaaS layer; Verint continues unchanged.
What does Shuttle cost?
Per-transaction pricing — see Shuttle pricing. No per-seat fees, so cost scales with payment volume not headcount.
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 infrastructure to Verint-powered contact centres without changes to Verint's recording, analytics, or workforce engagement layer. 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 Verint + CCaaS deployment.