Vonage Contact Centre (VCC) — now part of Ericsson — is a well-established CCaaS platform with deep Salesforce integration and strong omnichannel capabilities. It's widely used by enterprise contact centres in insurance, utilities, financial services, and BPO.
For payment capture, Vonage has a long-standing partnership with PCI Pal. This integration provides DTMF masking, IVR payments, and digital channel security. But it comes with limitations that matter for enterprise deployments: restricted gateway support, per-seat pricing, and no AI agent payment capability.
This guide covers how to add comprehensive payment infrastructure to Vonage using Shuttle.
The Payment Gap in Vonage
Vonage does not have native payment processing. The PCI Pal partnership is the primary option presented to customers, but it doesn't cover every use case:
Single-vendor dependency. Vonage's payment capability is entirely dependent on PCI Pal. If PCI Pal's features, pricing, or roadmap don't align with your needs, there is no built-in alternative.
Limited multi-PSP routing. Enterprise organisations need to route payments to different gateways for different business units, regions, or clients. PCI Pal tokenises and passes to a gateway — but configurable routing rules across 40+ PSPs are not part of their offering.
Per-seat licensing. PCI Pal's pricing scales with agent count. For contact centres with many agents but relatively low payment volume, this creates a cost-per-transaction that is significantly higher than transaction-based pricing.
No AI agent payment support. Vonage has been building AI capabilities, but PCI Pal was designed for human-assisted flows. There is no documented AI-to-payment handoff for autonomous payment capture.
BPO multi-tenant limitations. BPOs running multiple clients on Vonage need per-client gateway routing. PCI Pal's architecture doesn't natively support this level of multi-tenancy.
How to Add Payments to Vonage
Shuttle integrates with Vonage Contact Centre at the telephony layer to provide PCI-compliant payment capture with full gateway flexibility.
DTMF Masking
When payment is triggered, the call audio routes through Shuttle's PCI-certified environment. The customer enters card details via phone keypad. DTMF tones are captured by Shuttle and replaced with masking tones — the agent hears confirmation tones without knowing the actual digits. Vonage recordings and analytics receive no card data.
IVR Payment Flows
For automated payment collection, Shuttle integrates with Vonage's IVR to handle payment capture without agent involvement. The IVR routes the payment leg through Shuttle, captures card data securely, processes the transaction, and returns the customer to the standard flow.
Payment Links
Shuttle generates payment links sent via SMS during the call. The customer completes payment on a secure hosted page while staying on the call. Particularly useful for Vonage's digital channel workflows.
Agent-Assist Interface
A widget alongside the Vonage agent desktop lets agents trigger payments, monitor progress, and receive results without handling card data.
How It Works
Call proceeds normally through Vonage Contact Centre.
Payment moment arrives. The agent triggers payment via the Shuttle widget, or the IVR routes to Shuttle.
Customer enters card details via phone keypad. DTMF tones are captured in Shuttle's PCI-certified environment and masked from the audio stream.
**Transaction is processed.** Shuttle routes to the configured PSP — any of 40+ supported gateways. Routing rules apply per merchant, region, or failover.
Result returned. The agent sees the outcome in the widget. A tokenised reference is available for CRM logging.
Call continues without interruption.
Multi-PSP Support
Shuttle supports 40+ payment gateways with routing flexibility that matters for Vonage deployments:
By merchant — BPOs route each client to their own gateway
By region — multinational enterprises route by geography for optimal settlement
By failover — automatic backup routing for 24/7 operations
By card type — route specific card brands through preferred processors
Vonage's strong enterprise and BPO customer base makes multi-PSP routing particularly relevant. Many Vonage customers operate across multiple regions and business units, each with their own PSP relationships.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider. Card data never enters your Vonage environment — recordings, transcriptions, Salesforce integrations, and analytics are all out of PCI scope.
Your compliance drops from SAQ-D to SAQ-A, saving significant time and cost.
Shuttle costs $0.20 per transaction with no setup fees, no per-agent fees, and no monthly minimums.
Use Cases
Insurance
Insurance contact centres are among the largest Vonage deployments. Premium collections, renewals, and claims payments are daily operations. Shuttle captures payment during the conversation — no transfer, no follow-up email.
Utilities
Utility companies on Vonage process high volumes of bill payments. Shuttle's IVR integration enables fully automated payment collection for routine bill-pay calls.
BPO and Outsourced Contact Centres
BPOs running multiple clients on Vonage need per-client gateway routing. Shuttle's multi-tenant architecture routes Client A to Stripe, Client B to Worldpay, Client C to Adyen — all through one integration.
Financial Services
Banks and financial institutions using Vonage for customer service can capture card payments securely during support calls without expanding PCI scope.
Frequently Asked Questions
How does Shuttle compare to PCI Pal on Vonage?
PCI Pal provides DTMF masking with limited gateway support and per-seat pricing. Shuttle provides 40+ gateways, multi-PSP routing rules, per-transaction pricing ($0.20), and multi-tenant BPO capability.
Does Shuttle work with Vonage's Salesforce integration?
Yes. Shuttle operates at the telephony layer. Your Salesforce integration, CRM data flows, and reporting remain unchanged. Payment references can be logged to Salesforce via the Shuttle API.
How quickly can we go live?
Most Vonage integrations are live within 2-4 weeks.
Related Reading
PCI-Compliant Payments for Contact Centres — the complete guide to contact centre payment processing
Talkdesk Payments — PCI-compliant payment capture for Talkdesk and Autopilot
RingCentral Payments — secure voice payments for RingCX and RingEX
Genesys Cloud Payments — voice and IVR payments for Genesys Cloud
PCI Pal Alternatives — comparing contact centre payment solutions
Payment Collection for BPOs — multi-client, multi-PSP payment processing
Get Started
Add PCI-compliant payments to Vonage Contact Centre without per-seat licensing or PSP lock-in.
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