Genesys Cloud CX vs Siebel Contact Center comparison

Genesys and Oracle are both solutions in the Contact Center Platforms category. Genesys is ranked #2 with an average rating of 8.8, while Oracle is ranked #7 with an average rating of 8.0. Genesys holds a 13.7% mindshare in CCP, compared to Oracle’s 2.5% 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 13 Genesys Cloud CX reviews

5,419 Views
1,734 Comparison Views

100% willing to recommend

Siebel Contact Center

Read 1 Siebel Contact Center review

374 Views
281 Comparison Views

100% willing to recommend

Genesys Cloud CX

Siebel Contact Center

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), Genesys, Five9 and others in Contact Center Platforms.

To learn more, read our detailed Contact Center Platforms Report (Updated: February 2026).

Buyer's Guide

Contact Center Platforms

February 2026

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Helped 881,757 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

Genesys Cloud CX

Ranking in Contact Center Platforms

2nd

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

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 February 2026, in the Contact Center Platforms category, the mindshare of Genesys Cloud CX is 13.7%, down from 23.4% compared to the previous year. The mindshare of Siebel Contact Center is 2.5%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	13.7%
Siebel Contact Center	2.5%
Other	83.8%

Contact Center Platforms

Featured Reviews

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

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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

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"The integration of CTI within the IT system is a particularly valuable feature."

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"Genesys is brilliant concerning stability."

"The most valuable feature for me is the WFM tool."

"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."

"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

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal."

"AI still needs improvement when it comes to predictive engagement."

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

"The cost needs to be improved, and it should be easier to integrate."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

More Genesys Cloud CX cons

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

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get 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."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The pricing is a bit expensive."

"The platform is expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	6

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.

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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.

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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.

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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.

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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

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Amazon Connect vs Siebel Contact Center

Compared 47% of the time

Oracle Fusion Service vs Siebel Contact Center

Compared 27% of the time

TalkDesk vs Siebel Contact Center

Compared 26% of the time

More Siebel Contact Center Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

Contact Center Platforms

February 2026

Download 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

February 2026

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