Journey partners with Dialpad on PCI-compliant AI payments

Journey and Dialpad are partnering to bring secure payment and regulated workflow tools to Dialpad AI Agents, contact center and phone products, with the integration available through Dialpad’s App Marketplace and partner ecosystem. The move is designed to let enterprises complete payments and other sensitive customer tasks without exposing data to agents, recordings or AI systems.

Why it matters: - The partnership gives Dialpad customers a way to complete payments and other regulated workflows inside AI-led customer interactions without putting sensitive data into the contact center environment. - The integration is designed to support PCI DSS-compliant payment experiences while reducing the need for call transfers, IVR detours and other legacy payment workarounds. - The setup could help enterprises move more customer work to AI agents while keeping compliance and security controls in place.

What happened: - Journey.ai announced a partnership with Dialpad on the opening day of Customer Contact Week Las Vegas. - Journey’s secure payment and customer workflow applications are now available to Dialpad customers through Dialpad’s App Marketplace and partner ecosystem. - The integration brings Journey’s PCI-compliant payment capabilities to Dialpad AI Agents and adds secure workflows for human agents across Dialpad’s contact center and phone products. - Journey said the available-now integration supports Dialpad AI agents and human agents in completing regulated customer interactions.

The details: - Dialpad AI Agents can initiate a payment during a live customer interaction and send the customer to a secure completion flow. - The customer enters payment details privately through a Journey-powered experience. - The AI agent receives only the structured result needed to continue the workflow. - The integration lets organizations collect payments, authenticate callers, capture eForms and eSignatures, and complete regulated interactions without exposing sensitive customer data to agents, recordings or AI systems. - Journey said the architecture keeps Dialpad’s AI, contact center, phone and recording environments outside the cardholder-data path. - Journey said its model avoids traditional phone-payment complexity, including call transfers, IVR detours, telephony-layer workarounds, SBC routing and call-path appliances. - Journey uses API-first and Model Context Protocol-based integrations so Dialpad AI and human agents can invoke secure Journey workflows as tools. - AI orchestrates the experience, Journey handles the sensitive customer-side step, business systems receive the required data, and the AI receives confirmation, status and next-step context. - Alex Shockley, president of Journey, said the partnership gives Dialpad customers an available-now path for AI agents and human agents to take payments and complete regulated workflows while keeping sensitive data out of the conversation and the AI data path. - Jared Dennison, AVP of AI Ecosystem and Marketplace at Dialpad, said the partnership is one of the fastest paths to bring secure, PCI-compliant transactions into AI-led customer experiences.

Between the lines: - The deal shows how contact center vendors are trying to move from AI that assists agents to AI that completes transactions. - The emphasis on “zero knowledge” architecture signals a push to separate sensitive payment data from the systems that route, record and analyze customer interactions. - For enterprises, the value proposition is not just automation. It is automation that can fit into compliance-heavy workflows without reworking the entire phone stack.

What’s next: - Dialpad customers can start using Journey through the App Marketplace and partner ecosystem now. - The companies are positioning the integration as a foundation for more self-service, more automation and fewer escalations to human agents. - The partnership could expand how Dialpad customers handle regulated tasks across voice and digital channels as AI-led customer service grows.

The bottom line: - Journey and Dialpad are betting that secure, PCI-compliant payments will be a key step in making AI agents useful for real customer transactions, not just routine support.