If you're running Vonage Contact Centre (VCC) — for a Salesforce-led insurance team, a utility billing operation, a BPO running multi-tenant deployments, or a financial services compliance team — you've already met the payment gap. Customers want to pay on the call. Vonage doesn't have a native, PCI-compliant way to capture their card.
Vonage's Salesforce integration is deep, the AI Studio handles voice automation, and VCC sits cleanly inside the Ericsson communications stack. But card capture is a separate problem. Single-PSP partnerships, agent-typed card numbers, and external IVR redirects all introduce risk — to PCI scope, to customer experience, and to your acquirer flexibility.
This guide is for merchants taking payments through Vonage Contact Centre, and for solution providers and Vonage AppCentre partners deploying VCC for clients. It covers how Shuttle adds PCI-compliant payment capture — multi-PSP, integrates with Salesforce-driven flows, and ships without re-architecting your telephony.
The Payment Gap in Vonage
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.
Agent workflow
From the Vonage agent workspace (often Salesforce-embedded), the agent stays on the live call. When the caller 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 from recordings and from the agent's audio. The agent can see status updates (entered card, validated, processed, approved or declined) without ever entering PCI scope. If the call drops mid-payment, the agent can resume or send a payment link to finish the transaction asynchronously.
Customer experience
The customer stays on the same call with the same agent. When prompted, they enter their card details on their phone keypad — the tones are masked so neither the agent nor the recording captures them. They hear confirmation in real time and stay on the line for follow-up questions, receipt delivery, or scheduling. There's no transfer to a separate IVR, no callback to complete payment, and no link they have to action later. Vonage AI Studio scripts can route to a payment step and continue the conversation on completion.
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.
For Solution Providers and Vonage Implementation Partners
If you're a Vonage partner or SI deploying VCC for clients, Shuttle is the payment layer that plugs in alongside your implementation. We support white-label deployment, multi-PSP routing across your client portfolio (each client keeps their preferred acquirer), and partner-friendly commercials. Shuttle integrates with Vonage's Salesforce-led flows and AI Studio scripts, so payment capability ships without rebuilding your delivery model. For partnership conversations, book a discovery call.
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
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
Payment Collection for BPOs — multi-client, multi-PSP payment processing
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment infrastructure to Vonage Contact Centre without changes to your telephony, agent training, or customer experience. 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 deployment.