Genesys Cloud CX vs Siebel CRM comparison

The compared Genesys and Oracle solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.8, and holds a 13.7% mindshare in the category. Oracle is ranked #14 in CRM , with an average rating of 7.0, and holds a 1.2% 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 13 Genesys Cloud CX reviews

5,419 Views
1,734 Comparison Views

100% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

2,684 Views
2,550 Comparison Views

88% 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), Genesys, Five9 and others in Contact Center Platforms.

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February 2026

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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

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

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

Siebel CRM

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

CRM (14th), 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 13.7%, down 23.4% compared to last year.
Siebel CRM, on the other hand, focuses on CRM, holds 1.2% mindshare, down 6.7% since last year.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	13.7%
Amazon Connect	13.2%
Five9	8.1%
Other	65.0%

Contact Center Platforms

CRM Market Share Distribution
Product	Market Share (%)
Siebel CRM	1.2%
Microsoft Dynamics CRM	2.5%
SAP CRM	2.1%
Other	94.2%

CRM

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.

Read full review

ShirazShah

CRM Specialist at Allied Bank Limited

Integration capabilities facilitate efficient data management and enhance customer service, but the analytics requires improvement

The analytics capabilities in Siebel CRM have presented numerous challenges. Due to these challenges, we had to integrate Microsoft Power BI. The CRM analytics was not sufficient for our needs, given that we have four million customers and a thousand products. We are currently focusing on the upgrade and discussing with Oracle. If there have been improvements in the analytics side over the past few years, we are open to evaluating them. Currently, all analytics are being done on Power BI. The data is exported to our data lake, and Power BI is being used for all reporting and analytics. Even our customer 360, which is the core of any CRM, has Power BI widgets built-in through iframe because we could not accomplish this through Siebel CRM. The analytics component has been the main pain point for our organization, particularly due to processing time and performance with our large customer base.

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

"Predictive engagement and gamification are valuable features with good inbound functionality."

"Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively."

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

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

"Genesys is brilliant concerning stability."

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

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

More Genesys Cloud CX pros

"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."

"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."

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

"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 quite robust and flexible. You can develop almost anything you want. You go into the tools, and you can do anything you want."

"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."

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

"The flexibility is very good."

More Siebel CRM pros

Cons

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

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

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

"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."

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

"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."

"Their WFM product is still pretty immature."

More Genesys Cloud CX cons

"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."

"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."

"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 is not user-friendly."

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

"The user interface could be more intuitive and modern. The Oracle Siebel documentation contains many links, and finding specific information takes time."

"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."

"The documentation needs to be improved."

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."

"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 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."

"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."

"Its licensing is yearly."

"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."

"The product is expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

Computer Software Company

11%

Government

10%

Manufacturing Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	16

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?

See all answers

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

Microsoft Dynamics CRM vs Siebel CRM

Compared 19% of the time

Oracle CRM vs Siebel CRM

Compared 11% of the time

SAP CRM vs Siebel CRM

Compared 11% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 10% of the time

Oracle Fusion Service vs Siebel CRM

Compared 9% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

Siebel CRM

January 2026

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

February 2026

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