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 a Zoom Contact Center operation today, and exactly what that involves.
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 secure card capture built in. The platform supports recording pause and policy controls, but pause-and-resume is a manual workaround — not secure card capture. 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 Shuttle works with Zoom Contact Center today
Let's be straight about the model, because it determines whether Shuttle is a fit:
There is no native Zoom Contact Center integration today. Shuttle's voice payment capture runs on Twilio Pay (Shuttle is Twilio's preferred payments partner). You invoke that Twilio-based setup; you do not install a Shuttle app inside Zoom Contact Center.
You need to be a Twilio customer to use voice payments.
You need technical resource to implement it. Shuttle is a self-service, developer-oriented solution. Shuttle provides ready-made interfaces for payment links plus the PCI-compliant capture, IVR, and APIs for voice — but you build the agent-side interface for your own Zoom setup, because every contact-centre platform is different. There is no pre-built Zoom Contact Center agent widget.
A native Zoom Contact Center integration is possible as a paid project. If you need a tighter fit with your Engagement Studio flows and agent workspace, we can scope and build one at a project cost.
Carrier-agnostic is on the roadmap. A version that removes the Twilio requirement is coming; today, Twilio is the live path.
If you have the technical resource and are (or can be) a Twilio customer, here is how the pieces fit together.
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 Zoom recordings, your connected CRM, or your agents. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Payment Links via SMS or email
This is the most turnkey path. Shuttle generates a payment link with the agreed amount, currency, and reference. The agent sends it via SMS or email from the same workspace, including mid-call to a customer still on the line. 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 the workflow. Links work even with gateways that don't support voice capture, and they're useful for callers who can't enter card details on the phone or for follow-up payment plans. See the Payment Links docs.
Agent experience
For voice, the agent triggers the capture and sees the result (entered, validating, processing, approved/declined) without ever handling card data — but the agent-facing screen for your Zoom workflow is something you build against Shuttle's APIs (it can be prototyped quickly). Shuttle does not ship a pre-built agent widget for Zoom Contact Center today.
How a voice payment works
The call proceeds on Zoom Contact Center as normal. The agent stays on the live call.
Payment is triggered from the interface you've built when the customer is ready to pay; the agent confirms the amount.
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. The agent never sees, types, or hears the card number.
Transaction is processed. Shuttle routes to the configured PSP — any of 30+ supported gateways.
Result returned to your interface and your systems via webhook, so the agent sees the outcome without entering PCI scope.
No card data in Zoom. The card digits never touch your Zoom recordings, transcripts, AI Companion outputs, or agent workstations.
AI Companion stays active throughout for transcription and summary purposes, without ever capturing card data, because the card digits are handled in the Twilio Pay call rather than your Zoom audio stream.
One honest caveat: the secure capture at the point of payment is what's live now (via Twilio Pay). Shuttle being present for the entire Zoom conversation, or cleanly returning the caller to the same agent and call after a drop, is not yet turnkey — that fuller call control is where the carrier-agnostic version, landing later in 2026, is headed. Today, if a call drops mid-payment, the practical fallback is to send a payment link to finish asynchronously.
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, and switching gateways later is configuration, not a re-integration. One caveat for voice specifically: a small number of gateways (for example Braintree) don't permit raw card data to be passed to them, so they don't work for voice capture, though they do work for payment links.
Pricing is per successful transaction — see Shuttle pricing for the model and what you pay across multiple PSPs.
PCI Compliance
Shuttle is PCI DSS Level 1 certified. Because the card is captured in the secure Twilio Pay call, cardholder data stays out of your Zoom Contact Center environment entirely:
Card digits are captured inside Shuttle's certified environment — never recorded, never transcribed, never reaching 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 on the lighter SAQ-A path.
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. Full compliance documentation is in the security docs.
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 you can build alongside your delivery. We support multi-PSP routing across your client portfolio (each client keeps their preferred acquirer) and partner-friendly commercials. Shuttle's voice capture runs via Twilio Pay, where Shuttle is Twilio's preferred payment partner; you build the agent-side interface against Shuttle's APIs to fit your Engagement Studio flow patterns. 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's payment links cover 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 have a native Zoom Contact Center 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 Zoom Contact Center. You'll need to be a Twilio customer and to build the agent-side interface for your workflow. We can build a native Zoom Contact Center integration as a paid project, 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 work with Zoom AI Companion?
Yes. AI Companion stays active throughout the payment flow, transcribing the conversation around the payment moment without capturing card data. Because the card is captured in the Twilio Pay call rather than your Zoom audio stream, AI Companion's transcripts and summaries never contain cardholder data.
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 even with gateways that don't support voice capture.
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?
$0.20 per successful transaction for voice, with no per-seat fees, no setup fees, and no monthly minimums, so cost scales with payment volume not headcount. Payment links are currently free.
Related Reading
PCI-Compliant Payments for Contact Centres — the platform-by-platform merchant + SI guide
Twilio Pay Connectors — Shuttle as Twilio's preferred 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 capture to a Zoom Contact Center operation via Twilio, with multi-PSP routing and no gateway lock-in. We'll walk you through what's live today and the path for your setup.
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.