Genesys Cloud CX vs Siebel CRM comparison

The compared Genesys and Oracle solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.8, and holds a 27.7% mindshare in the category. Oracle is ranked #6 in CRM , with an average rating of 8.4, and holds a 7.1% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 87% of Oracle users who would recommend it.

Genesys Cloud CX

Read 11 Genesys Cloud CX reviews

1,466 Views
1,000 Comparison Views

100% willing to recommend

Siebel CRM

Read 18 Siebel CRM reviews

3,035 Views
2,324 Comparison Views

87% willing to recommend

Genesys Cloud CX

Siebel CRM

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Executive Summary

We performed a comparison between Genesys Cloud CX and Siebel CRM based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.

To learn more, read our detailed Contact Center Platforms Report (Updated: October 2024).

Buyer's Guide

Contact Center Platforms

October 2024

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Helped 814,649 peers since 2012

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)

Siebel CRM

Average Rating

7.8

Number of Reviews

Ranking in other categories

CRM (6th), Local Government CRM (3rd)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 27.7%, down 29.2% compared to last year.
Siebel CRM, on the other hand, focuses on CRM, holds 7.1% mindshare, down 8.8% since last year.

Contact Center Platforms

CRM

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Mar 27, 2024

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Shiraz Shah

Unit Head CRM and Customer Engagement Platforms at Allied Bank Limited

Jan 16, 2024

Comes with complaint management feature but improvement is needed in UI

We use the solution in sales and phone banking. We use its marketing module. It also helps us with analytics because we have the Customer 360 built into it The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"The stability is really good."

"The latest version and updates have been great. It really has everything we need."

"The most valuable feature for me is the WFM tool."

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

"Genesys Cloud is an excellent platform."

More Genesys Cloud CX pros

"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."

"Siebel is easy to configure and comes with various pre-built industry verticals, so it doesn't require much effort. If you want to roll out Siebel in telecom or manufacturing, they have the verticals."

"One valuable feature is that certain views can be adjusted as per our requirements, which adds a level of customization that is appreciated."

"The best thing about the tool is its data model. The underlying data model refers to how the data is stored in databases. We can also experience the ease of developing anything with the tool. We can customize any functionality as per any business challenge."

"Siebel CRM is the number one CRM product in the world."

"Siebel CRM is used for distributing information between systems, trouble ticketing, and case management."

"It is quite robust and flexible. You can develop almost anything you want. You go into the tools, and you can do anything you want."

"Due to the many features that are built in from a CRM perspective, it is the best product we have."

More Siebel CRM pros

Cons

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

More Genesys Cloud CX cons

"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."

"Siebel CRM should improve its UI. Because it's all about the customer experience and how the customer experiences it, the internal customer is more important for CRM than the people handling the company. So, you get frustrated if you don't have a very good user interface and user experience."

"I want Oracle to improve the tool’s UI with a vanilla application. I would also like to see an insurance broking vertical in their future releases. There are thousands of brokers who look for an insurance broking solution."

"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities."

"The user interface, mobile application, and support could be improved."

"It is difficult to set up."

"The tool took a lot of time to deploy."

"Oracle needs to improve its support. The major drawback I've observed with Siebel CRM is that Oracle hasn't taken appropriate steps to improve it since 2019. We noticed a steep downfall because Oracle was slow to roll out upgrades like Open UI. By the time these upgrades were available, the market had shifted to cloud solutions, which competitors were already providing much earlier."

More Siebel CRM cons

Pricing and Cost Advice

"The pricing is a bit expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The product is expensive."

"Its licensing is yearly."

"This solution is expensive compared to other solutions in the market. This makes it difficult to convince our customers to use it. The customers who are already using Siebel have thought about moving to Velocity or Salesforce."

"The price of Siebel CRM depends on the usage of the business requirement. For large enterprises the price it's very good but if you are using it for medium scale enterprises, the price is very expensive."

"I think the tool’s pricing is exaggerated. Once you do the price sizing as per your business needs, you would find that the price of other solutions like Zoho CRM, HubSpot CRM, Salesforce CRM, etc. would be always the same."

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Top Industries

By visitors reading reviews

Educational Organization

21%

Computer Software Company

12%

Financial Services Firm

11%

Government

Computer Software Company

18%

Government

13%

Financial Services Firm

13%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

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What is your experience regarding pricing and costs for Genesys Cloud?

Pricing is rather expensive. Integration capabilities are costly and not easy.

See all answers

What do you like most about Siebel Sales?

Siebel CRM has enhanced customer engagement for our organization, particularly through its robust data model and flexible features. One specific scenario where Siebel CRM excelled was in addressing...

See all answers

What is your experience regarding pricing and costs for Siebel Sales?

The product is expensive. It has an elite price because it is an enterprise application.

See all answers

What needs improvement with Siebel Sales?

Oracle needs to improve its support. The major drawback I've observed with Siebel CRM is that Oracle hasn't taken appropriate steps to improve it since 2019. We noticed a steep downfall because Ora...

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 19% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 13% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Unified Contact Center Express vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 31% of the time

SAP CRM vs Siebel CRM

Compared 18% of the time

Oracle CRM vs Siebel CRM

Compared 14% of the time

Oracle CX Sales vs Siebel CRM

Compared 11% of the time

Pega CRM vs Siebel CRM

Compared 6% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

October 2024

Download Genesys Cloud CX product report

Buyer's Guide

Siebel CRM

October 2024

Download Siebel CRM product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Siebel Sales

Learn More

Genesys

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Oracle

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Siebel CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. With its robust features and user-friendly interface, Siebel CRM enables organizations to effectively manage customer interactions and enhance customer satisfaction. The solution offers a wide range of modules, including sales force automation, marketing automation, and customer service management, allowing businesses to automate and optimize their customer-facing activities.

Siebel CRM also provides advanced analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer data and make informed decisions. With its flexible deployment options, including on-premises and cloud-based solutions, Siebel CRM can be tailored to meet the unique needs of any organization.

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Tªrk Telekom, Bouygues Telecom, City of Atlanta, IGEPA IT-SERVICE GmbH, ec4u expert consulting AG, Salud Responde, Sascar, Banca Transilvania, UL, Ingersoll Rand, The Royal Dutch Touring Club ANWB

Buyer's Guide

Contact Center Platforms

October 2024

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