Pega CRM vs Siebel CRM comparison

Pega and Oracle are both solutions in the CRM category. Pega is ranked #19 with an average rating of 7.9, while Oracle is ranked #6 with an average rating of 8.4. Pega holds a 1.4% mindshare in CRM, compared to Oracle’s 6.7% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 87% of Oracle users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

528 Views
403 Comparison Views

100% willing to recommend

Siebel CRM

Read 18 Siebel CRM reviews

2,837 Views
2,209 Comparison Views

87% willing to recommend

Pega CRM

Siebel CRM

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Executive SummaryUpdated on Dec 19, 2024

Siebel CRM and Pega CRM are competing products in the customer relationship management space. Pega CRM appears to have an edge due to its innovative features and adaptability, despite Siebel CRM's favorable pricing and support.

Features: Siebel CRM is known for its robust sales and service automation, catering to complex enterprise environments, and pre-built industry verticals. Pega CRM stands out with flexible process automation, AI-driven insights, and dynamic case management.

Room for Improvement: Siebel CRM could enhance its cloud capabilities, simplify its extensive setup process, and improve UI customization options. Pega CRM might benefit from more cost-effective pricing, enhanced user-friendly interfaces, and expanded support for complex requirements.

Ease of Deployment and Customer Service: Pega CRM offers a cloud-based deployment model, enabling quicker implementations and scalability, with proactive customer service. Siebel CRM typically involves more extensive on-premises installation with comprehensive support services.

Pricing and ROI: Siebel CRM generally requires a lower initial setup cost, appealing to budget-conscious buyers. Pega CRM, with its higher initial investment, promises greater long-term ROI through its adaptive capabilities and reduced operational costs over time.

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

Buyer's Guide

Pega CRM 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

Pega CRM

Ranking in CRM

19th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (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 February 2025, in the CRM category, the mindshare of Pega CRM is 1.4%, up from 1.4% compared to the previous year. The mindshare of Siebel CRM is 6.7%, down from 7.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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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.

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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 product's deployment phase was easy."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"The solution is very easy to use."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

More Pega CRM pros

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

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

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

"The solution is scalable."

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

"The flexibility is very good."

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

More Siebel CRM pros

Cons

"The UI is lagging and needs to be improved."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The solution has room for improvement around decisional and real-time data analysis."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"The UI should be improved."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

More Pega CRM cons

"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."

"The solution itself is very heavy."

"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."

"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."

"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."

More Siebel CRM cons

Pricing and Cost Advice

"It is expensive."

"The pricing is on the higher side."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"The product is expensive."

"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."

"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."

"Its licensing is yearly."

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Top Industries

By visitors reading reviews

Financial Services Firm

26%

Computer Software Company

14%

Real Estate/Law Firm

Government

Computer Software Company

17%

Financial Services Firm

13%

Government

13%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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

Microsoft Dynamics CRM vs Pega CRM

Compared 18% of the time

Odoo vs Pega CRM

Compared 12% of the time

Genesys Cloud CX vs Pega CRM

Compared 11% of the time

Pega Robotic Process Automation vs Pega CRM

Compared 9% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 8% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 29% 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 11% of the time

NetSuite CRM+ vs Siebel CRM

Compared 5% of the time

More Siebel CRM Competitors

Product Reports

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Pega CRM

January 2025

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Siebel CRM

January 2025

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Also Known As

Chordiant

Siebel Sales

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

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

The State of Maine, Aegis, Aegon, AIG Japan, ING

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

Pega CRM vs. Siebel CRM

January 2025

Free Report: Pega CRM vs. Siebel CRM

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