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 #8 with an average rating of 8.2. Oracle Fusion Service holds a 1.3% mindshare in CRM, compared to Siebel CRM’s 6.6% mindshare. Additionally, 91% 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 33 Oracle Fusion Service reviews

1,094 Views
459 Comparison Views

91% willing to recommend

Siebel CRM

Read 18 Siebel CRM reviews

2,567 Views
2,069 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: March 2025).

Buyer's Guide

Oracle Fusion Service vs. Siebel CRM

March 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

8th

Average Rating

7.8

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. The mindshare of Siebel CRM is 6.6%, down from 7.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

MahaboobPasha

Solutions Architect at Western Digital

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.

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KalpanaSingh

Senior Manager at Credit Suisse

Customizable and flexible but user experience needs enhancement

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 way where the user can log in and intuitively understand how to use it. People who use it regularly are still confused, and it requires a lot of clicks and is very difficult to navigate. Sometimes it takes a lot of time to reflect the correct information—even when it's updated, you have to refresh it again and again to see the right data.

Read full review

Quotes from Members

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

Pros

"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."

"There is also a focus on maintaining efficiency, and it is a significant time saver."

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"The solution is easy to learn."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"Oracle Fusion Service offers good efficiency."

"Everything is managed by Oracle, so they have security in place."

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."

"The solution is scalable."

"Siebel offers a high level of customization which has been valuable. The solution also offers the ability to model complex products."

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

"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."

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

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

"Siebel CRM has a strong database model, workflow and integration tools."

More Siebel CRM pros

Cons

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."

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

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

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

"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."

"When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher."

"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."

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

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."

"The documentation needs to be improved."

"Siebel is not user-friendly."

"Siebel CRM can improve as an ERP and for a few corporate business workloads."

"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."

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

"The solution itself is very heavy."

"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 a cheap and flexible solution."

"The product has average pricing."

"The tool is reasonably priced."

"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."

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

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

"Oracle Fusion Service is more expensive than Workday."

"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."

"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."

"Its licensing is yearly."

"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."

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Top Industries

By visitors reading reviews

Educational Organization

77%

Computer Software Company

Financial Services Firm

Manufacturing Company

Computer Software Company

15%

Government

14%

Financial Services Firm

12%

Manufacturing Company

10%

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?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

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?

See all answers

Comparisons

Salesforce Service Cloud vs Oracle Fusion Service

Compared 20% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 15% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 13% of the time

Pega CRM vs Oracle Fusion Service

Compared 10% of the time

Sales Creatio vs Oracle Fusion Service

Compared 9% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 28% of the time

SAP CRM vs Siebel CRM

Compared 17% of the time

Oracle CRM vs Siebel CRM

Compared 17% of the time

Oracle CX Sales vs Siebel CRM

Compared 10% 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

March 2025

Download Oracle Fusion Service product report

Buyer's Guide

Siebel CRM

March 2025

Download Siebel CRM product report

Also Known As

Oracle Service Cloud, Oracle RightNow

Siebel Sales

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.

Oracle

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.

Oracle

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

March 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: March 2025.

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