What I like best about PCI Pal is the combination of a secure, reliable payment platform and the personal support provided by their customer success and technical teams. They are most helpful when we are implementing changes or troubleshooting complex issues involving multiple suppliers, as they make the right specialists available, coordinate activity through their support portal and work collaboratively with us through testing and resolution.
The main upside is that PCI Pal enables us to maintain secure and compliant telephone payment journeys while limiting the exposure of card details within our contact centre environment. The service has also demonstrated strong operational reliability, and the team has supported us through significant changes, including SIP migration, DTMF testing, Cybersource security updates and the Commify SMS integration. Review collected by and hosted on G2.com.
The main downside is that support can sometimes feel reactive and ticket-led, particularly where an issue involves multiple suppliers or sits between PCI Pal, telephony, networking and payment integrations. Progress and ownership are not always clear, which can require repeated chasing or escalation, and cases may be resolved following inactivity even while the wider activity remains outstanding. More proactive updates, clearer accountability and stronger end-to-end coordination would significantly improve the experience. Review collected by and hosted on G2.com.