Five9 vs Siebel Contact Center comparison

Five9 and Oracle are both solutions in the Contact Center Platforms category. Five9 is ranked #3 with an average rating of 8.4, while Oracle is ranked #7 with an average rating of 8.0. Five9 holds a 8.3% mindshare in CCP, compared to Oracle’s 2.4% mindshare. Additionally, 100% of Five9 users are willing to recommend the solution, compared to 100% of Oracle users who would recommend it.

Five9

Read 25 Five9 reviews

2,607 Views
1,199 Comparison Views

100% willing to recommend

Siebel Contact Center

Read 1 Siebel Contact Center review

404 Views
295 Comparison Views

100% willing to recommend

Five9

Siebel Contact Center

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Executive Summary

We performed a comparison between Five9 and Siebel Contact Center 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: March 2026).

Buyer's Guide

Contact Center Platforms

March 2026

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Helped 885,728 peers since 2012

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

Five9

Ranking in Contact Center Platforms

3rd

Average Rating

8.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Workforce Engagement Management (3rd), Contact Center Infrastructure (1st), Sales Force Automation (8th), Contact Center as a Service (CCaaS) (3rd)

Siebel Contact Center

Ranking in Contact Center Platforms

7th

Average Rating

8.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2026, in the Contact Center Platforms category, the mindshare of Five9 is 8.3%, down from 15.5% compared to the previous year. The mindshare of Siebel Contact Center is 2.4%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Mindshare Distribution
Product	Mindshare (%)
Five9	8.3%
Siebel Contact Center	2.4%
Other	89.3%

Contact Center Platforms

Featured Reviews

Archana Sadagopal

Works

Call efficiency improves dramatically with features that ensure smooth communication

There are several audio issues that need attention. Whenever I disconnect a headset after connecting to the VDI, the station connection in Five9 disconnects automatically, requiring a VMware restart. Also, during logins, there are issues with station connections. This may lead to IP Protocol errors that require browser resets and other troubleshooting steps.

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reviewer2492265

Freelancer at a consultancy with 51-200 employees

Has efficient automation features and the ability to integrate with multiple systems

The initial setup is quite difficult for the latest versions from 2020 and beyond and can take about four to five hours. It can now be deployed on the cloud. Oracle offers the same images for on-premise and cloud deployments, making it easy to switch between the two. I created the docker image using VM and completed the setup in a few hours.

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

"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."

"I have been using Five9 for nearly 10 years now with multiple clients, and I don't think there is any other product out there which is even comparable to the usability and functionality that Five9 has."

"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."

"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."

"Five9 is extremely easy to manage and maintain."

"The technical support for Five9 has been exemplary."

"The complex call routing capabilities were valuable, as I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to, while also setting up complex rollover and integrations between our CRM to leverage that data for complex call routing, and it all worked well."

"I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."

More Five9 pros

"You can integrate it with various systems for batch processing and other configurations."

Cons

"The reporting suite needed improvement."

"Five9 Omnichannel’s UI could be improved."

"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."

"Maintaining the original DNS on Five9 across campaigns is difficult."

"Five9's stability needs to be improved."

"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."

"I would like to have a Five9 supervisor app that can be used on a smart phone, so I can have more accessibility while in transit."

"During training and demos, resiliency tests failed, which was not ideal. This is a concern for stability."

More Five9 cons

"The product can be complicated to develop, as many methods exist to achieve solutions."

Pricing and Cost Advice

"The product is not the most expensive, but it's not cheap."

"Five9 is expensive, but most companies would find that using it is worth the cost."

"I prefer Five9's licensing model."

"The product's pricing is flexible and reasonable."

"The cost is not at the lower end of the market, but it's worth it."

"The pricing seems reasonable. I had anticipated that whatever solution we went with would be more expensive. I was actually pleasantly surprised that the features that we had in Evolve IP, one-to-one, did not cost significantly more in Five9."

"Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at."

"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."

More Five9 pricing and cost advice

"The platform is expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

11%

Insurance Company

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	7
Large Enterprise	7

No data available

Questions from the Community

What do you like most about Five9?

I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just ...

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What needs improvement with Five9?

The reporting suite needed improvement. I saw recently that Five9 released a new platform for reporting, as the reporting was not great previously.

See all answers

What is your primary use case for Five9?

I was using Five9 in the senior living space.

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What is your experience regarding pricing and costs for Siebel Contact Center?

The platform is expensive. Many metrics for these licenses are mainly user-based, which makes it quite costly. I rate the pricing a ten.

See all answers

What needs improvement with Siebel Contact Center?

The product can be complicated to develop, as many methods exist to achieve solutions. This complexity can make it challenging to find the right approach. Also, AI integration could be expanded.

See all answers

What is your primary use case for Siebel Contact Center?

Our customers use it to store all their customer data and manage their processes. The Contact Center integrates with the CTI platform so that when a customer calls, the agent has access to the cust...

See all answers

Comparisons

Amazon Connect vs Five9

Compared 15% of the time

Genesys Cloud CX vs Five9

Compared 13% of the time

MetTel Cloud Contact Center vs Five9

Compared 6% of the time

Cisco Webex Contact Center vs Five9

Compared 6% of the time

Cisco Unified Contact Center Express vs Five9

Compared 5% of the time

More Five9 Competitors

Amazon Connect vs Siebel Contact Center

Compared 37% of the time

Oracle Fusion Service vs Siebel Contact Center

Compared 26% of the time

TalkDesk vs Siebel Contact Center

Compared 24% of the time

Salesforce Service Cloud vs Siebel Contact Center

Compared 12% of the time

More Siebel Contact Center Competitors

Product Reports

Buyer's Guide

Five9

March 2026

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Buyer's Guide

Contact Center Platforms

March 2026

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Overview

Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

Below are several quotes from Five9's users:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

Five9

Oracle's Siebel Contact Center transforms a business's call center into an integral part of its total sales, marketing, and service delivery strategy. The application enables agents to handle service, support, and sales interactions seamlessly across all communication channels. As a result, businesses can reduce costs while enhancing service delivery.

Oracle

Sample Customers

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Southwest Airlines Co., Smiles S.A., Telekom Deutschland GmbH, Turk Telekom, Contact Management Center A.S., City of Atlanta, Ricoh Europe plc., City of Atlanta, BT

Buyer's Guide

Contact Center Platforms

March 2026

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