If you're running a contact centre on Zoom Contact Center — for an insurance brokerage, a debt-recovery agency, a utility billing operation, a hotel chain, or a multi-tenant BPO — you've already met the payment gap. Customers want to pay on the call. Zoom Contact Center doesn't have a native, PCI-compliant way to capture their card.
Zoom Contact Center has grown rapidly out of Zoom's UCaaS heritage. AI Companion now sits across the platform — surfacing summaries, drafting responses, and assisting agents in real time. The Engagement Studio drag-and-drop flow builder handles routing, IVR, and skill-based assignment. But the moment a 16-digit card number needs to be captured, every workaround leaves you exposed: agents reading numbers into recordings, redirecting customers to separate IVRs, or single-PSP integrations that lock you to one acquirer.
This guide is for merchants taking payments through Zoom Contact Center, and for solution providers and Zoom App Marketplace partners deploying it for clients. It covers how Shuttle adds PCI-compliant payment capture to Zoom Contact Center — multi-PSP, fits alongside Engagement Studio flows, and works with both human agents and AI Companion–assisted calls.
The Payment Gap in Zoom Contact Center
Zoom Contact Center was built for omnichannel customer engagement, not for payment processing. The gaps for businesses taking payments over the phone:
No native payment processing. There is no built-in mechanism to trigger a card transaction inside a Zoom call flow or Engagement Studio script. Card capture has to come from an external integration.
No DTMF isolation built in. The platform supports recording pause and policy controls, but pause-and-resume is a manual workaround — not secure DTMF masking. The agent still hears the card number, and any automation drift exposes recordings to PCI scope.
Limited App Marketplace options. App Marketplace integrations exist for various tools but are typically single-gateway, designed for basic card capture, and don't cover full payment infrastructure (multi-PSP routing, retry logic, reconciliation, settlement reporting).
No AI-to-payment handoff. Zoom AI Companion can transcribe, summarise, and assist agents, but it cannot execute a payment securely. The AI generates coaching suggestions and post-call summaries — it cannot capture and settle a card transaction.
Per-seat licensing pressure. Zoom Contact Center pricing scales per agent. Adding a seat-based payment add-on multiplies cost across your contact centre. A per-transaction model fits the underlying economics far better.
How to Add Payments to Zoom Contact Center
Shuttle integrates with Zoom Contact Center through three complementary patterns. Most enterprise deployments use all three.
DTMF Masking via SIP
Shuttle works inline with Zoom Contact Center calls via SIP integration or Twilio Pay. When the agent is ready to take payment, the call is routed through Shuttle's PCI-DSS Level 1 environment for the card capture moment, then returned to the same agent on the same call. DTMF tones are masked in real time — neither the agent nor Zoom recordings receive cardholder data.
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 the same workspace. The customer pays on a hosted, PCI-compliant page; status posts back to the agent's screen, so they see "paid" or "failed" without leaving Zoom Contact Center. Useful for callers who can't enter card details on the phone, or for follow-up payment plans.
Agent-Assist Interface
A lightweight UI inside the agent workspace lets agents trigger a payment, see masked entry status (entered, validating, processing, approved/declined), retry on decline, and view receipt confirmation — all without seeing the card itself. This integrates as a browser extension or web app alongside the agent's existing Zoom Contact Center desktop.
How It Works
Shuttle plugs into Zoom Contact Center via SIP integration (typically through Twilio's official payment partnership), an agent-side UI, and webhooks for status reporting back into your CRM, ticketing, or workflow tools. The integration is designed to not require a rebuild of your Engagement Studio flows or your agent training.
Agent workflow
From the Zoom Contact Center agent workspace, 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. AI Companion stays active throughout the payment flow for transcription and summary purposes — without ever capturing card data.
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 to the right gateway based on currency, region, card type, merchant entity, or business unit — useful for multi-tenant Zoom Contact Center deployments where different clients use different acquirers.
This matters for Zoom Contact Center customers who serve multiple geographies, run BPO models, or have already standardised on a specific PSP they don't want to abandon. Single-PSP add-ons force a switch; Shuttle lets you keep your existing acquirer relationships.
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 designed to keep cardholder data out of your Zoom Contact Center environment entirely:
DTMF tones are masked in real time at the SIP layer — never recorded, 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.
Recordings, transcripts, and AI Companion outputs never contain card numbers. PCI scope stays narrow.
Audit trails, settlement reports, and reconciliation are available via Shuttle's reporting layer.
Zoom Contact Center customers in regulated verticals — financial services, insurance, healthcare, public sector — typically deploy Shuttle to keep their certified scope tight without sacrificing the AI-driven agent experience.
For Solution Providers and Zoom App Marketplace Partners
If you're a Zoom App Marketplace partner or SI deploying Zoom Contact Center for clients, Shuttle is the payment layer that plugs in alongside your build. 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 standard Engagement Studio flow patterns, so payment capability ships without rebuilding your delivery model. For partnership conversations, book a discovery call.
Use Cases
Insurance Premium Collection
Insurance brokers and underwriters using Zoom Contact Center for premium collection benefit from secure card capture during renewal calls and overdue payment chases. Shuttle's multi-PSP support means each underwriter or brokerage can route to their preferred acquirer.
Debt Collection and Recovery
Collections agencies on Zoom Contact Center need PCI-compliant card capture to take payment plans during recovery calls. Shuttle integrates payment-link follow-up for callers who agree to pay later, with status posting back to the agent's case file.
Utility and Telco Billing
Utilities and telecoms running Zoom Contact Center for billing enquiries can complete card payments inside the call instead of redirecting customers to web portals. Reduces handle time, lifts conversion, and keeps the contact centre out of PCI scope.
Travel and Hospitality
Hotels, OTAs, and travel companies using Zoom Contact Center for reservation desks and customer service can take deposits, settle balances, and process changes during the call. Shuttle's payment links handle the cases where the caller prefers to pay on their own device.
Frequently Asked Questions
Does Shuttle work with Zoom AI Companion?
Yes. AI Companion remains active throughout the payment flow — transcribing the conversation around the payment moment without capturing card data. The DTMF tones are masked at the SIP layer, so AI Companion's transcripts and summaries never contain cardholder data.
Does the integration require changes to my Engagement Studio flows?
No major changes. Shuttle is invoked via a flow action or transfer to a SIP endpoint at the moment payment is needed, and returns control to the original flow when complete. Most integrations deploy in two weeks.
How many payment gateways does Shuttle support?
40+ supported PSPs including Stripe, Adyen, Worldpay, Checkout.com, Braintree, Authorize.Net, GlobalPayments, FreedomPay, and most regional acquirers. You keep your existing acquirer relationships.
What does Shuttle cost?
Per-transaction pricing — see Shuttle pricing. No per-seat fees, so cost scales with payment volume not headcount.
How quickly can we go live?
Most deployments go live in under two weeks. The integration uses your existing SIP infrastructure or Twilio relationship; the agent UI deploys as a web app or browser extension.
Related Reading
PCI-Compliant Payments for Contact Centres — the platform-by-platform merchant + SI guide
Twilio Pay Connectors — Shuttle as Twilio's official payment partner
Voice Payments — comprehensive voice payment capture guide
AI Voice Agent PCI Payments — for AI-led contact centres
RingCentral Payments — sister UCaaS+CCaaS platform
Talkdesk Payments — AI-first CCaaS comparison
Five9 Payments — enterprise CCaaS comparison
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment infrastructure to Zoom Contact Center 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.