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 21.5% mindshare in the category. Oracle is ranked #8 in CRM , with an average rating of 8.2, and holds a 6.3% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 87% of Oracle users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,205 Views
868 Comparison Views

100% willing to recommend

Siebel CRM

Read 18 Siebel CRM reviews

2,567 Views
2,069 Comparison Views

87% willing to recommend

Genesys Cloud CX

Siebel CRM

Comparison Buyer's Guide

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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: March 2025).

Buyer's Guide

Contact Center Platforms

March 2025

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Helped 850,028 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 (8th), 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 21.5%, down 29.1% compared to last year.
Siebel CRM, on the other hand, focuses on CRM, holds 6.3% mindshare, down 7.1% since last year.

Contact Center Platforms

CRM

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

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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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

"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."

"The stability is really good."

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

"The latest version and updates have been great. It really has everything we need."

"Genesys Cloud is an excellent platform."

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

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"Genesys is brilliant concerning stability."

More Genesys Cloud CX pros

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

"The solution's order management pack is quite fantastic."

"Siebel CRM is the number one CRM product in the world."

"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."

"Due to the many features that are built in from a CRM perspective, it is the best product we have."

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

"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 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."

More Siebel CRM pros

Cons

"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."

"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."

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

"Their WFM product is still pretty immature."

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

"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 solution itself is very heavy."

"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."

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

"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."

"Siebel CRM can improve as an ERP and for a few corporate business workloads."

"The documentation needs to be improved."

"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

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

"The pricing is a bit expensive."

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

"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 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."

"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."

"Its licensing is yearly."

"The product is expensive."

"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."

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Top Industries

By visitors reading reviews

Educational Organization

16%

Financial Services Firm

13%

Computer Software Company

11%

Manufacturing Company

Government

15%

Computer Software Company

14%

Financial Services Firm

12%

Manufacturing Company

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...

See all answers

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?

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 7% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 27% of the time

SAP CRM vs Siebel CRM

Compared 18% of the time

Oracle CRM vs Siebel CRM

Compared 17% of the time

Oracle CX Sales vs Siebel CRM

Compared 10% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 6% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

April 2025

Download Genesys Cloud CX product report

Buyer's Guide

Siebel CRM

April 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

March 2025

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