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Genesys Cloud CX vs Siebel Contact Center comparison

Genesys and Oracle are both solutions in the Contact Center Platforms category. Genesys is ranked #3 with an average rating of 8.6, while Oracle is ranked #8 with an average rating of 8.0. Genesys holds a 21.5% mindshare in CCP, compared to Oracle’s 1.5% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 100% of Oracle users who would recommend it.
Genesys Cloud CX
Read 12 Genesys Cloud CX reviews
  • 1,199 Views
  • 880 Comparison Views
100% willing to recommend
Siebel Contact Center
Read 1 Siebel Contact Center review
  • 81 Views
  • 49 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Genesys Cloud CX and Siebel Contact Center based on real PeerSpot user reviews.

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

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To learn more, read our detailed Contact Center Platforms Report (Updated: May 2025).
Buyer's Guide
Contact Center Platforms
May 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

Genesys Cloud CX
Ranking in Contact Center Platforms
3rd
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (3rd)
Siebel Contact Center
Ranking in Contact Center Platforms
8th
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of May 2025, in the Contact Center Platforms category, the mindshare of Genesys Cloud CX is 21.5%, down from 29.1% compared to the previous year. The mindshare of Siebel Contact Center is 1.5%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
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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reviewer2492265 - PeerSpot reviewer
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

"Genesys Cloud is an excellent platform."
"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."
"The most valuable feature for me is the WFM tool."
"The stability is really good."
"The integration of CTI within the IT system is a particularly valuable feature."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"The latest version and updates have been great. It really has everything we need."
"Predictive engagement and gamification are valuable features with good inbound functionality."
More Genesys Cloud CX pros
"You can integrate it with various systems for batch processing and other configurations."
 

Cons

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"The cost needs to be improved, and it should be easier to integrate."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
More Genesys Cloud CX cons
"The product can be complicated to develop, as many methods exist to achieve solutions."
 

Pricing and Cost Advice

"I rate Genesys Cloud CX's pricing a one out of ten."
"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."
"The platform is expensive."
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Top Industries

By visitors reading reviews
Educational Organization
15%
Financial Services Firm
13%
Computer Software Company
10%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

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.
See all answers
What is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
See all answers
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...
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Comparisons

Amazon Connect vs Genesys Cloud CX Logo
Amazon Connect vs Genesys Cloud CX
Compared 15% of the time
NICE CXone vs Genesys Cloud CX Logo
NICE CXone vs Genesys Cloud CX
Compared 7% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 7% of the time
Microsoft Dynamics CRM vs Genesys Cloud CX Logo
Microsoft Dynamics CRM vs Genesys Cloud CX
Compared 6% of the time
Cisco Webex Contact Center vs Genesys Cloud CX Logo
Cisco Webex Contact Center vs Genesys Cloud CX
Compared 6% of the time
More Genesys Cloud CX Competitors
Amazon Connect vs Siebel Contact Center Logo
Amazon Connect vs Siebel Contact Center
Compared 100% of the time
More Siebel Contact Center Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
May 2025
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
Contact Center Platforms
May 2025
Siebel Contact Center reportDownload Siebel Contact Center product report
 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
No data available
 

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.

Genesys
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

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
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
May 2025
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