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.
Shuttle is a payment layer between the call and each merchant's own payment gateway, with payment links on the same integration.
This guide covers how a Vonage-based operation can add comprehensive, PCI-compliant payment capture using Shuttle, and exactly what that involves today.
The Payment Gap in Vonage
Vonage is not a payment processor, and its marketplace app covers the capture step. For many enterprise and BPO deployments, a separate payment layer adds:
Multi-PSP routing. Enterprise organisations need to route payments to different gateways for different business units or clients, with configurable provider selection across many PSPs.
Per-transaction pricing. For contact centres with many agents but relatively low payment volume, transaction-based pricing can be more cost-effective than seat-based pricing.
AI agent payment handoff. As Vonage expands its AI capabilities, an API-driven handoff from the AI flow to a secure payment capture layer enables payment without a human agent handling card data.
Multi-tenant routing for BPOs. BPOs running multiple clients on Vonage need per-client gateway routing, different PSP, different branding, from a single integration.
How Shuttle Adds Payments to Vonage
Shuttle adds PCI-compliant card capture to your Vonage payment flows. When the customer is ready to pay, the card is captured through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your Vonage recordings, transcription, or your agents.
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 Vonage 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 Vonage call flow over Twilio, and add your own agent screen if your workflow needs one. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment. They never reach your Vonage recordings, your Salesforce integration, or your agents. See the Twilio IVR & Agent Assist payment docs for the technical flow.
IVR and automated flows
For automated payment collection, Shuttle's IVR and APIs handle the secure capture without an agent on the line, processing the transaction and returning the result. The logic that triggers Shuttle at the right point in your Vonage flow is something you build, because Vonage does not have a pre-built Shuttle app today.
Payment Links
This is the most turnkey path. Shuttle generates payment links 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. Shuttle provides the link interfaces out of the box, and links work even with gateways that don't support voice capture. Particularly useful for Vonage's digital channel workflows. 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 Vonage, 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. There is more in the "What to Expect" section below.
How a voice payment works
The call proceeds on Vonage Contact Centre as normal.
Payment is triggered from your agent interface, or via your IVR flow calling Shuttle's API.
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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment.
Transaction is processed. Shuttle routes to the configured PSP, any of 30+ supported gateways. Provider selection is set per merchant and per payment method.
Result returned to your interface via webhook. A tokenised reference is available for CRM logging.
No card data in Vonage. The card digits never touch your Vonage recordings, your Salesforce data, or your agent workstations.
Multi-PSP Support
Shuttle supports 30+ payment gateways with routing flexibility that matters for Vonage deployments:
By merchant: BPOs route each client to their own gateway
By payment method: cards through one gateway and ACH through another
Manual failover: if a gateway is down, you can move the affected payment types to another connected gateway. There is no automatic failover, and saved cards stay with the gateway that stored them, so repeat payments on stored cards will not run through the second one
Multi-PSP routing matters for enterprise and BPO deployments on Vonage, where business units and clients often have their own PSP relationships. Switching processors later is configuration, not a re-integration, though saved cards stay with the gateway that stored them. One caveat for voice specifically: a small number of gateways (for example Braintree) don't permit the raw card data to be passed to them, so they don't work for voice capture, though they do work for payment links.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider. Because the card is captured in the secure Twilio Pay call, card data never enters your Vonage environment. Recordings, transcriptions, Salesforce integrations, and analytics stay out of the card data flow, which limits your PCI scope. Merchants complete SAQ-A; platforms, BPOs and other service providers collecting payments for other businesses complete SAQ-D. Your acquirer confirms which form applies to you. Full compliance documentation is in the security docs.
Voice payments cost $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account, with no per-agent fees. See pricing.
For Solution Providers and Vonage Implementation Partners
If your team deploys Vonage for clients, as a partner or a system integrator, Shuttle is the payment layer you deliver alongside the rest of the implementation. Each client keeps their own merchant account and their own gateway, and your side integrates once, so payments are not rebuilt for every engagement and client money never lands in yours.
Shuttle's voice capture runs on Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Shuttle is not a pre-packaged Vonage plugin, so your team builds a small integration between Vonage and Shuttle, and voice deployments need a Twilio account. For partnership conversations, book a discovery call.
Use Cases
Insurance
Premium collections, renewals, and claims payments are daily operations. Shuttle captures payment securely during the conversation, with no transfer and no follow-up email.
Utilities
Utility companies on Vonage process high volumes of bill payments. Shuttle's IVR and APIs enable 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 routes Client A to Stripe, Client B to Worldpay, Client C to Adyen, all configurable.
Financial Services
Banks and financial institutions using Vonage for customer service can capture card payments securely during support calls without expanding PCI scope.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Vonage 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 Twilio's chosen provider to enable Twilio Pay for many payment gateways, 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 Vonage 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 Vonage call flow over Twilio, and add your own agent screen if your workflow needs one. It is light.
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 is not available today, and Shuttle does not ship call hand-back after payment out of the box. What happens to the caller after payment is part of the call flow you build in Twilio. Works with Twilio today, and any carrier coming soon.
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 Vonage integration?
Not today. Shuttle's voice capture runs on Twilio Pay, and you invoke that setup rather than installing a Shuttle app in Vonage. 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). Shuttle works with Twilio today, and any carrier coming soon.
Does this require Twilio?
Yes, today. The secure card capture runs via Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Shuttle works with Twilio today, and any carrier coming soon.
Does Shuttle affect my Vonage Salesforce integration?
No. Because the card is captured in the secure Twilio Pay call, your Salesforce integration, CRM data flows, and reporting never see card data. Payment references can be logged to Salesforce via the Shuttle API.
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.
Can we try it before committing?
Yes. You can build a proof of concept against Shuttle's sandbox gateway and demo app to see the IVR flow, then move to a compatible production gateway when you're ready.
What does Shuttle cost?
Voice costs $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account, with no per-agent fees. See pricing.
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
Payment Collection for BPOs, multi-client, multi-PSP payment processing
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If you are a merchant taking payments on Vonage rather than building for clients, talk to us about your deployment, or see how Voice Checkout works.