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 already know customers want to pay on the call. Zoom documents a secure payment integration through the Zoom App Marketplace that removes card data before the call audio reaches Zoom.
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 Flow Editor drag-and-drop builder handles routing, IVR, and skill-based assignment. Shuttle is a different kind of product: a payment layer between the call and each merchant's own payment gateway, with payment links on the same integration.
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.
When a Separate Payment Layer Helps
Zoom Contact Center is built for omnichannel customer engagement. Zoom is not a payment processor, so the payment itself still needs a provider behind it. A separate payment layer earns its place here:
Multi-PSP support. Contact centres that run several brands or entities, or serve several BPO clients, need each one's payments to go to its own gateway, through one integration.
Voice and links on one layer. When a caller can't key a card in, a payment link sent mid-call finishes the payment through the same integration.
Per-transaction pricing. Zoom Contact Center is licensed per user, so a payment add-on priced per seat multiplies cost across your contact centre. A per-transaction model fits the underlying economics 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 through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your Zoom Contact Center recordings, transcription, or your agents.
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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 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 your systems via webhook. 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. 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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 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 30+ PSPs, including Stripe, Adyen, Worldpay Access, Checkout.com, Authorize.Net, Global Payments, FreedomPay, and regional acquirers. You can send payments to different gateways by merchant entity, business unit and payment method, 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 where the gateway is supported, and switching gateways later is configuration, not a re-integration, though saved cards stay with the gateway that stored them. 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.
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 pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment, never recorded, never transcribed, never reaching the agent's audio.
Card data is captured through Twilio Pay and tokenised with your gateway before any result returns to your systems.
Recordings, transcripts, and AI Companion outputs never contain card numbers. PCI scope stays narrow. Merchants complete SAQ-A, the lightest PCI self-assessment; platforms, and BPOs, agencies and brokers collecting payments on behalf of other businesses, complete SAQ-D.
Audit trails, plus transaction and refund data in one format, are available via Shuttle's reporting layer.
Zoom Contact Center users in regulated verticals (financial services, insurance, healthcare, public sector) can use 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 own acquirer). 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 Flow Editor 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 own 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 your systems via webhook.
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 limits the contact centre's 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 Twilio's chosen provider to enable Twilio Pay for many payment gateways, 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.
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 is not available today, and Shuttle does not ship call hand-back after payment out of the box. What happens to the caller after payment is part of the call flow you build in Twilio. Works with Twilio today, and any carrier coming soon.
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, 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). Shuttle works with Twilio today, and any carrier coming soon.
Does this require Twilio?
Yes, today. The secure card capture runs via Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Shuttle works with Twilio today, and any carrier coming soon.
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?
30+ supported PSPs including Stripe, Adyen, Worldpay, Checkout.com, Authorize.Net, GlobalPayments, FreedomPay, and regional acquirers. You keep your existing acquirer relationships where the gateway is supported.
What does Shuttle cost?
Voice costs $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account, with no per-seat fees, so cost scales with payment volume, not headcount. See pricing.
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.