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 Adds Payments to Zoom Contact Center
Shuttle adds PCI-compliant card capture to your Zoom Contact Center 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 Zoom Contact Center recordings, transcription, or your agents. Shuttle customers already take payments this way on Zoom Contact Center-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 Zoom Contact Center 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 Zoom Contact Center call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running Zoom Contact Center 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 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 without ever handling card data. Shuttle does not ship a pre-built agent screen or input UX for Zoom Contact Center, 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 Zoom Contact Center have already built this. There is more in the "What to Expect" section below.
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.
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 a Pay Connector provider on the Twilio Marketplace; 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.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Zoom Contact Center 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. 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 Zoom Contact Center 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 Zoom Contact Center call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running Zoom Contact Center have already done it.
A native Zoom Contact Center 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 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 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 Zoom Contact Center have already done. We can build a native Zoom Contact Center 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 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's multi-gateway Pay Connector
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.