We performed a comparison between Genesys Cloud CX and Siebel CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."The latest version and updates have been great. It really has everything we need."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"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 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 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."
"Siebel CRM has a strong database model, workflow and integration tools."
"Due to the many features that are built in from a CRM perspective, it is the best product we have."
"The solution's order management pack is quite fantastic."
"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."
"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 offers a high level of customization which has been valuable. The solution also offers the ability to model complex products."
"The solution is scalable."
"It is quite robust and flexible. You can develop almost anything you want. You go into the tools, and you can do anything you want."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"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."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"AI still needs improvement when it comes to predictive engagement."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"I want Oracle to improve the tool’s UI with a vanilla application. I would also like to see an insurance broking vertical in their future releases. There are thousands of brokers who look for an insurance broking solution."
"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."
"The documentation needs to be improved."
"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities."
"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."
"It is difficult to set up."
"Siebel CRM can improve as an ERP and for a few corporate business workloads."
"The user interface, mobile application, and support could be improved."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Siebel CRM is ranked 5th in CRM with 16 reviews. Genesys Cloud CX is rated 9.0, while Siebel CRM is rated 7.8. The top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". On the other hand, the top reviewer of Siebel CRM writes "Comes with complaint management feature but improvement is needed in UI ". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Siebel CRM is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle CRM and Oracle CX Sales.
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