Oracle Fusion Service vs Siebel CRM comparison

Oracle Fusion Service and Siebel CRM are both solutions in the CRM category. Oracle Fusion Service is ranked #10 with an average rating of 8.3, while Siebel CRM is ranked #6 with an average rating of 8.4. Oracle Fusion Service holds a 1.2% mindshare in CRM, compared to Siebel CRM’s 6.8% mindshare. Additionally, 90% of Oracle Fusion Service users are willing to recommend the solution, compared to 87% of Siebel CRM users who would recommend it.

Oracle Fusion Service

Read 31 Oracle Fusion Service reviews

1,191 Views
480 Comparison Views

90% willing to recommend

Siebel CRM

Read 18 Siebel CRM reviews

2,837 Views
2,209 Comparison Views

87% willing to recommend

Oracle Fusion Service

Siebel CRM

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Executive SummaryUpdated on Jan 12, 2025

Oracle Fusion Service and Siebel CRM compete in the CRM solutions category. Oracle Fusion Service seems to have the upper hand due to its modern cloud-based deployment and scalability, while Siebel CRM is favored for its extensive customization capabilities.

Features: Oracle Fusion Service is a cloud-based omni-channel suite with features like chat, co-browse, and incident management, and it offers exceptional integration capabilities. Siebel CRM provides robust customization options, handles complex workflows, and is suitable for intricate organizational structures.

Room for Improvement: Oracle Fusion Service needs improvements in B2B customization, support documentation, and its mobile application. Siebel CRM can be over-engineered, complicating user experience and customization, and its cost and legacy aspects are less appealing.

Ease of Deployment and Customer Service: Oracle Fusion Service offers flexibility and scalability, primarily as a cloud-based solution, but faces criticism for delayed support responses. Siebel CRM has a complex on-premises setup, and its transition to cloud solutions is slow.

Pricing and ROI: Oracle Fusion Service has a flexible pricing model based on usage but can result in high costs, offering good ROI through efficiency gains. Siebel CRM is expensive, posing a barrier for smaller enterprises, despite its functionality, and struggles to justify its high cost against newer CRMs.

To learn more, read our detailed Oracle Fusion Service vs. Siebel CRM Report (Updated: January 2025).

Buyer's Guide

Oracle Fusion Service vs. Siebel CRM

January 2025

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Review summaries and opinions

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

Categories and Ranking

Oracle Fusion Service

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Marketing Management (7th)

Siebel CRM

Ranking in CRM

6th

Average Rating

7.8

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Mindshare comparison

As of January 2025, in the CRM category, the mindshare of Oracle Fusion Service is 1.2%, down from 2.1% compared to the previous year. The mindshare of Siebel CRM is 6.8%, down from 8.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Hitesh Kunchakuri

Associate Consultant at University of California at Davis

A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business

There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months. The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information. The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.

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Shiraz Shah

Unit Head CRM and Customer Engagement Platforms at Allied Bank Limited

Comes with complaint management feature but improvement is needed in UI

The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled manually. With Siebel CRM, we have better integrations and can resolve complaints with a few clicks. When you're in the service industry, tasks matter a lot, especially when you have to access multiple systems to address issues. Being a bank, we currently have around 17 operational systems. It's not feasible to expect users to access them individually to make the necessary changes.

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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

"Oracle Fusion's scalability and flexibility are its most valuable features."

"Oracle offers a wide range of applications, each capable of delivering significant value to our business."

"Stable and scalable with good technical support."

"Oracle Fusion Service offers good efficiency."

"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."

"The solution is completely cloud-based and very easy to access from anywhere."

"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."

"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."

More Oracle Fusion Service pros

"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 complex client requirements. For instance, we successfully implemented a module for email responses, a feature that was not readily available or as robust as other CRM tools. Additionally, Siebel's open UI module allowed us to customize the user interface for one of our clients completely. This customization proved to be a major selling point for our company."

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

"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."

"The solution is scalable."

"The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled manually. With Siebel CRM, we have better integrations and can resolve complaints with a few clicks. When you're in the service industry, tasks matter a lot, especially when you have to access multiple systems to address issues. Being a bank, we currently have around 17 operational systems. It's not feasible to expect users to access them individually to make the necessary changes."

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

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

"The solution's order management pack is quite fantastic."

More Siebel CRM pros

Cons

"Oracle Service Cloud could improve the integration for older platforms."

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

"The product's option to upload payroll data doesn't work seamlessly."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

"Lacks the ability to deploy custom code for customization."

"The UI experience needs refinement to enhance user-friendliness."

"The product's initial setup phase was very difficult."

"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."

More Oracle Fusion Service cons

"Siebel is pricey compared to other CRM tools. That's the problem. Although it's a highly stable and functionally rich application, customers are not willing to pay that price for it. Customers can find CRM software that gives them similar functionality at a lower price. There are so many others on the market like Salesforce."

"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."

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

"The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention."

"It is difficult to set up."

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

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

"The backend performance of Siebel could be improved as it is often slow. In addition, the Open UI is not that responsive."

More Siebel CRM cons

Pricing and Cost Advice

"Oracle Fusion Service is more expensive than Workday."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"The product has average pricing."

"This is definitely an expensive product compared to others on the market."

"The tool is reasonably priced."

"Oracle Fusion Service is a cheap and flexible solution."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Educational Organization

81%

Manufacturing Company

Computer Software Company

Financial Services Firm

Computer Software Company

17%

Government

13%

Financial Services Firm

13%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered b...

See all answers

What is your primary use case for Oracle Service Cloud?

We use the solution as a backend for ERP systems, encompassing various functions such as HR, finance, supply chain, manufacturing, and customer experience (CX) management.

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?

I do not have any information on pricing, setup cost, or licensing.

See all answers

What needs improvement with Siebel Sales?

Siebel is not user-friendly. There are so many tabs and different features that until it's explained to someone, they will not understand it. A user-friendly tool is supposed to be designed in a wa...

See all answers

Comparisons

Oracle CX Sales vs Oracle Fusion Service

Compared 26% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 22% of the time

Sales Creatio vs Oracle Fusion Service

Compared 14% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 29% of the time

SAP CRM vs Siebel CRM

Compared 18% of the time

Oracle CRM vs Siebel CRM

Compared 17% of the time

Oracle CX Sales vs Siebel CRM

Compared 11% of the time

Amdocs CRM vs Siebel CRM

Compared 4% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

January 2025

Download Oracle Fusion Service product report

Buyer's Guide

Siebel CRM

December 2024

Download Siebel CRM product report

Also Known As

Oracle Service Cloud, Oracle RightNow

Siebel Sales

Learn More

Oracle

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Oracle

Overview

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

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

Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.

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

Oracle Fusion Service vs. Siebel CRM

January 2025

Free Report: Oracle Fusion Service vs. Siebel CRM

Find out what your peers are saying about Oracle Fusion Service vs. Siebel CRM and other solutions. Updated: January 2025.

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