How Shuttle and Voiso Let Contact Centers Take Card Payments Mid-Call, While Limiting PCI Scope

The Challenge

Phone payments are where a lot of contact centers quietly break their own compliance posture.

Pause the recording and hope nobody forgets to restart it. Have the caller read sixteen digits aloud to an agent. Or transfer them to an IVR and lose the ones who hang up. Each of those pulls the platform and its customer into PCI scope, and each of them makes for a worse call.

“The gap we usually see is contact centres pausing call recordings, having callers read card numbers aloud to an agent, or bouncing them to a separate payment line – all of which pull the platform and its customers into PCI scope and make for a poor caller experience.”

Nick Dunse, Chief Revenue Officer, Shuttle Global

For Shuttle, the missing piece was never demand. It was a CCaaS partner open enough to let a secure payment step sit inside the live agent workflow rather than alongside it.

The Strategy

The plan was to make the payment part of the conversation, not an interruption to it:

• Keep the agent on the line through the payment, so the call never breaks
• Route card capture through a Shuttle-hosted step, so card data bypasses both the agent and Voiso
• Send card data straight to the customer’s existing gateway, so nobody switches PSP to adopt it
• Build it in with Flow Builder and the call-flow API, so the payment step drops into flows contact centers already run
• Leave call recording running, removing the pause-and-resume failure point entirely

“Voiso stood out because the team moves quickly, the platform is modern and API-first, and they treat payments as part of the customer experience rather than a bolt-on.”

Nick Dunse, Chief Revenue Officer, Shuttle Global

How the Integration Works

Shuttle plugs into the Voiso call flow. At the point of payment, the caller is routed through a secure Shuttle-hosted capture step while the agent stays on the line. Card data goes straight to the payment gateway. It never touches Voiso or the agent’s screen.

To the caller it’s one continuous call. To the contact center it’s a payment taken without pausing the recording or reading numbers aloud.

Voiso’s Flow Builder and open call-flow API are what make the insertion point possible: the secure step lands at exactly the right moment in the call, without disrupting the agent experience.

“The Flow Builder and open, API-first call flow have mattered most. They let Shuttle insert a secure payment-capture step at exactly the right point in a live call without disrupting the agent experience.”

Nick Dunse, Chief Revenue Officer, Shuttle Global

Delivery stayed light on Shuttle’s side. Because Shuttle is gateway-agnostic, it works with whatever PSP a customer already runs, so little had to change on the product side to support Voiso.

What This Makes Possible

The contact center becomes a place customers can pay, not just a place they call.

Collections, renewals, upgrades, and failed-payment recovery all become conversations an agent can close on the spot instead of handing off. Recording stays on. Agents never handle card data. The customer keeps the payment provider they already use.

“It is early days, but that capability removes one of the main reasons payment-taking contact centres hesitate to move to a modern platform.”

Nick Dunse, Chief Revenue Officer, Shuttle Global

Why Payment-Taking Contact Centers Choose Voiso

If your agents ever take card details over the phone, three things decide whether the platform helps or gets in the way.

The call flow has to be open. A payment step is only clean if you can put it at the exact moment it’s needed. Flow Builder and Voiso’s call-flow APIs make that a configuration job, not an engineering project.

Compliance can’t depend on people remembering. Pause-and-resume recording works until someone forgets. Routing card data around the agent entirely removes the failure point rather than managing it.

Payments belong in the conversation. Every transfer, hold, and handoff is a place the caller drops. Keeping the agent on the line through the payment protects both the money and the relationship.

If your team takes payments over the phone, we can show you what that looks like inside a live Voiso call flow. Start the conversation.