Genesys Cloud CX vs Siebel CRM comparison

The compared Genesys and Oracle solutions aren't in the same category. Genesys is ranked #3 in CCP , with an average rating of 8.6, and holds a 19.1% mindshare in the category. Oracle is ranked #9 in CRM , with an average rating of 7.8, and holds a 5.6% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 88% of Oracle users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

3,805 Views
1,103 Comparison Views

100% willing to recommend

Siebel CRM

Read 19 Siebel CRM reviews

2,441 Views
2,343 Comparison Views

88% willing to recommend

Genesys Cloud CX

Siebel CRM

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Executive Summary

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 Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.

To learn more, read our detailed Contact Center Platforms Report (Updated: July 2025).

Buyer's Guide

Contact Center Platforms

July 2025

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Helped 863,429 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

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (3rd)

Siebel CRM

Average Rating

7.8

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

CRM (9th), Local Government CRM (3rd)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 19.1%, down 28.6% compared to last year.
Siebel CRM, on the other hand, focuses on CRM, holds 5.6% mindshare, down 6.7% since last year.

Contact Center Platforms

CRM

Featured Reviews

AB370

Manager, Customer Experience Country (France) at Stellantis

Enhanced customer interaction with integrated CTI improves service operations

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

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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

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

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

"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 stability is really good."

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"Genesys Cloud is an excellent platform."

More Genesys Cloud CX pros

"Siebel is easy to configure and comes with various pre-built industry verticals, so it doesn't require much effort. If you want to roll out Siebel in telecom or manufacturing, they have the verticals."

"The flexibility is very good."

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

"It is easier to communicate with local companies within a large organization using Siebel CRM."

"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 complex client requirements. For instance, we successfully implemented a module for email responses, a feature that was not readily available or as robust as other CRM tools. Additionally, Siebel's open UI module allowed us to customize the user interface for one of our clients completely. This customization proved to be a major selling point for our company."

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

"The best thing about the tool is its data model. The underlying data model refers to how the data is stored in databases. We can also experience the ease of developing anything with the tool. We can customize any functionality as per any business challenge."

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

More Siebel CRM pros

Cons

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

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

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

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

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

More Genesys Cloud CX cons

"The user interface, mobile application, and support could be improved."

"The problem with Siebel is that everything is customizable in it. It's probably over-engineered, which makes it difficult to use, and it makes it difficult for the users to get started with the system."

"The tool took a lot of time to deploy."

"It is difficult to set up."

"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."

"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities."

"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."

"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

"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 pricing is a bit expensive."

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

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

"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."

"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."

"Its licensing is yearly."

"The product is expensive."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

11%

Manufacturing Company

Government

13%

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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 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?

Siebel CRM is a flexible system that can be customized for specific business needs. There are many models which you first select and then modify. Many features can be added as needed. It is a huge ...

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 14% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 7% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 26% of the time

Oracle CRM vs Siebel CRM

Compared 19% of the time

SAP CRM vs Siebel CRM

Compared 16% of the time

Oracle CX Sales vs Siebel CRM

Compared 10% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 8% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

July 2025

Download Genesys Cloud CX product report

Buyer's Guide

Siebel CRM

June 2025

Download Siebel CRM product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Siebel Sales

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

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

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

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

Contact Center Platforms

July 2025

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