NICE CXone vs Oracle Fusion Service vs Siebel CRM comparison

The compared NICE and Oracle solutions aren't in the same category. NICE is ranked #2 in CCO , with an average rating of 8.4, and holds a 12.0% mindshare in the category. Oracle is ranked #12 in CRM , with an average rating of 8.3, and holds a 1.0% mindshare. Additionally, 96% of NICE users are willing to recommend the solution, compared to 91% of Oracle users who would recommend it.

NICE CXone

Read 16 NICE CXone reviews

3,085 Views
956 Comparison Views

96% willing to recommend

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

1,990 Views
1,433 Comparison Views

91% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

2,684 Views
2,550 Comparison Views

88% willing to recommend

NICE CXone

Oracle Fusion Service

Siebel CRM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between NICE CXone, Oracle Fusion Service, and Siebel CRM based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, NICE, Five9 and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: February 2026).

Buyer's Guide

Workforce Engagement Management

February 2026

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Helped 881,821 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:

Mindshare comparison

Workforce Engagement Management Market Share Distribution
Product	Market Share (%)
NICE CXone	12.0%
Genesys Cloud CX	16.4%
Verint Open CCaaS	6.8%
Other	64.80000000000001%

Workforce Engagement Management

CRM Market Share Distribution
Product	Market Share (%)
Oracle Fusion Service	1.0%
Microsoft Dynamics CRM	2.5%
SAP CRM	2.1%
Other	94.4%

CRM

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

Omnichannel features have unified journeys and AI now speeds up responses for our agents

NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives. When it comes to solutioning, there are too many SKUs, which are line items or components that could have been bundled together. For example, CXone agent licenses do not include QM in the basic packages, whereas in the Genesis world it is bundled. The price comparison is higher compared to Genesis or other platforms. I have been using Genesis for three to four years across multiple customers, and now that NICE CXone has become available, I have started comparing all the features and benefits. I find there are some gaps, with more features available but at a higher cost for NICE. Regarding cost-effectiveness and return on investment of NICE CXone, the main challenge is working with the NICE team. The speed of onboarding is lengthy and people-dependent initially. When comparing with other OEMs and CCaaS products, the UI interface and partner portal have multiple access points. I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location. There is room for improvement in this area, though gradually NICE can change this approach.

Read full review

Dhivakar I

Consultant at Deloitte

Have faced persistent configuration issues and performance delays that slow down large workflows

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

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

"We are able to see the calls in queue and able to see if someone is available or not."

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents."

"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."

"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."

"Being able to listen in on a call, which is exceptionally good with training."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"I assess the impact of the omnichannel capabilities on customer journey consistency as excellent, as it is a single pane of glass solution where all channels and omnichannel features are available, which is very supportive and increases customer productivity overall."

More NICE CXone pros

"The solution is completely cloud-based and very easy to access from anywhere."

"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."

"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

"Oracle offers a wide range of applications, each capable of delivering significant value to our business."

"Stable and scalable with good technical support."

"The product's most valuable feature is an efficient fusion of finance and HR modules."

More Oracle Fusion Service pros

"The solution is scalable."

"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."

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

"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."

"The capability of bringing data into a single system, along with integrations and offering a single platform to handle multiple customer-related tasks, has been the most productive aspect."

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

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

"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

"The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio."

"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."

"One of the biggest missing pieces is a link checker."

"It could improve the quality of calls."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"inContact should offer a way to send faxes."

"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

More NICE CXone cons

"When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve."

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."

"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

"The UI experience needs refinement to enhance user-friendliness."

"Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly."

"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."

"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."

"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."

More Oracle Fusion Service cons

"The documentation needs to be improved."

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

"The solution itself is very heavy."

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

"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."

"Oracle needs to improve its support. The major drawback I've observed with Siebel CRM is that Oracle hasn't taken appropriate steps to improve it since 2019. We noticed a steep downfall because Oracle was slow to roll out upgrades like Open UI. By the time these upgrades were available, the market had shifted to cloud solutions, which competitors were already providing much earlier."

"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."

More Siebel CRM cons

Pricing and Cost Advice

"We had a custom setup that cost us some money."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"Oracle Fusion Service is a cheap and flexible solution."

"Oracle Fusion Service is more expensive than Workday."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"The tool is reasonably priced."

"This is definitely an expensive product compared to others on the market."

"The product has average pricing."

"Its licensing is yearly."

"The product is 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."

"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

12%

Computer Software Company

10%

Manufacturing Company

Insurance Company

Manufacturing Company

12%

Financial Services Firm

11%

Wholesaler/Distributor

University

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	10
Midsize Enterprise	5
Large Enterprise	4

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	22

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

Questions from the Community

What needs improvement with NICE CXone?

NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternati...

See all answers

What is your primary use case for NICE CXone?

We use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all ...

See all answers

What advice do you have for others considering NICE CXone?

My recommendation for other organizations considering NICE CXone is that it is a good solution. Currently, I am based...

See all answers

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no acce...

See all answers

What is your primary use case for Oracle Service Cloud?

The typical use cases for Oracle Fusion Service involve many products and services such as HCM, Supply Chain, Finance...

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 flex...

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?

The analytics capabilities in Siebel CRM have presented numerous challenges. Due to these challenges, we had to integ...

See all answers

Comparisons

Genesys Cloud CX vs NICE CXone

Compared 14% of the time

Amazon Connect vs NICE CXone

Compared 9% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 7% of the time

Salesforce Service Cloud vs NICE CXone

Compared 7% of the time

Zendesk vs NICE CXone

Compared 6% of the time

More NICE CXone Competitors

Oracle CX Sales vs Oracle Fusion Service

Compared 8% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 6% of the time

ServiceNow Customer Service Management vs Oracle Fusion Service

Compared 6% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 6% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 6% of the time

More Oracle Fusion Service 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 CX Sales vs Siebel CRM

Compared 9% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

NICE CXone

January 2026

Download NICE CXone product report

Buyer's Guide

Oracle Fusion Service

January 2026

Download Oracle Fusion Service product report

Buyer's Guide

Siebel CRM

January 2026

Download Siebel CRM product report

Also Known As

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy, Discover, VPI Empower, Brand Embassy, goMoxie

Oracle Service Cloud, Oracle RightNow

Siebel Sales

Overview

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

Oracle

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

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.

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

Workforce Engagement Management

February 2026

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