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 offers a marketplace DTMF integration that handles basic card capture during calls. For many enterprise and BPO deployments, additional capability is needed: multi-PSP routing, per-transaction pricing, and a path to AI-driven payment flows.
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 does not have native payment processing. The standard marketplace option covers basic DTMF card capture, but for many deployments the following capabilities are needed:
Multi-PSP routing. Enterprise organisations need to route payments to different gateways for different business units, regions, or clients, with configurable routing rules 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 inside Shuttle's PCI DSS Level 1 certified environment via Twilio Pay (Shuttle is Twilio's preferred payments partner), and the card data never reaches your Vonage recordings, transcription, or your agents. Shuttle customers already take payments this way on Vonage-based operations today.
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. Customers running Vonage have already built exactly this. 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 are captured inside Shuttle's certified 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. Customers running Vonage have already built this. 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 are captured inside Shuttle's certified environment.
Transaction is processed. Shuttle routes to the configured PSP, any of 30+ supported gateways. Routing rules apply per merchant, region, or failover.
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 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. 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 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 PCI scope, keeping you on the lighter SAQ-A path. Full compliance documentation is in the security docs.
Voice payments cost $0.20 per successful transaction with no setup fees, no per-agent fees, and no monthly minimums. Payment links are currently free (a new pricing model is coming).
Use Cases
Insurance
Insurance contact centres are among the largest Vonage deployments. 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 the certified payment connector, so you need to be a Twilio customer. A carrier-agnostic version that removes the Twilio requirement is on our roadmap for later in 2026.
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, and customers running Vonage have already done it.
A native Vonage integration is available as a paid project. If you would rather not build the integration yourself, we can build one for your deployment with you.
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, or handing the caller back to the same agent afterwards, is part of the fuller call control coming with the carrier-agnostic version.
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 (we're Twilio's preferred payments partner), 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), which customers running Vonage have already done. We can build a native Vonage integration as a paid project if you'd rather not build it yourself, 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.
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?
$0.20 per successful transaction for voice, no setup fees, no per-agent fees, no monthly minimums. Payment links are currently free.
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 PCI-compliant payments to a Vonage Contact Centre operation via Twilio, with multi-PSP routing and no PSP lock-in. We'll walk you through what's live today and the path for your setup.
See Voice Checkout | Book a discovery call