Intercom Customer Communications Platform vs Siebel CRM comparison

Intercom Customer Communications Platform vs. Siebel CRM

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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

Intercom Customer Communica...

Ranking in CRM

22nd

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (9th), Social CRM (6th)

Siebel CRM

Ranking in CRM

10th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Intercom Customer Communications Platform is 0.6%, up from 0.2% compared to the previous year. The mindshare of Siebel CRM is 2.0%, down from 6.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Siebel CRM	2.0%
Intercom Customer Communications Platform	0.6%
Other	97.4%

CRM

Featured Reviews

Kumar Abhishek Anand

Director at Revivo Technologies

Customer support has improved significantly with seamless chat integration for quick resolutions

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

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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.

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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 live chat is pretty good because you can create a macro, which is a predefined input we can give customers."

"The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."

"Siebel CRM is used for distributing information between systems, trouble ticketing, and case management."

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

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

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

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

"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."

More Siebel CRM pros

Cons

"It would be beneficial if there was a way to train the AI to better understand customer language."

"Sometimes, the solution lags and takes time to update something."

"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."

"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."

"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 documentation needs to be improved."

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

"The solution itself is very heavy."

More Siebel CRM cons

Pricing and Cost Advice

Information not available

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

12%

Government

11%

Computer Software Company

11%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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

Questions from the Community

What needs improvement with Intercom Customer Communications Platform?

For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better under...

What is your primary use case for Intercom Customer Communications Platform?

When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regardin...

What advice do you have for others considering Intercom Customer Communications Platform?

I would recommend the Intercom Customer Communications Platform to other users as it enables superior customer service delivery. Having tried other platforms, this has proven to be the most effecti...

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...

What is your experience regarding pricing and costs for Siebel Sales?

I do not have any information on pricing, setup cost, or licensing.

What needs improvement with Siebel Sales?

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

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Product Reports

CRM Customer Engagement Centers

Download Intercom Customer Communications Platform product report

Intercom Customer Communications Platform report

Siebel CRM

Download Siebel CRM product report

Also Known As

Intercom

Siebel Sales

Overview

Intercom Customer Communications Platform enhances interactions by offering robust tools designed to streamline customer engagement and support, effectively catering to modern business communication needs.

Providing a comprehensive approach to customer interaction, Intercom facilitates seamless conversation management through its adaptable suite of messaging, logistical, and analytical features. Frequently utilized for customer support and marketing, its flexibility and user-friendly design encourage efficient communication. While offering valuable insights through analytics, some users note areas for improvement in customizability and pricing models, pointing towards a potential enhancement in fine-tuning its cost-effectiveness and adaptability to diverse business strategies.

What are the standout features of Intercom?

Live Chat: Immediate customer support through real-time messaging.
Automated Bot: Streamlines inquiries by handling routine questions.
Integration Capabilities: Connects seamlessly with third-party tools.
Inbox Management: Organizes conversations for efficient response.

What benefits and ROI should users look for?

Enhanced Customer Satisfaction: Faster resolutions lead to happier clients.
Improved Team Efficiency: Automation reduces manual workload.
Actionable Analytics: Data-driven insights optimize strategies.
Scalable Solutions: Adapts to growing business demands.

Industries such as e-commerce, SaaS, and tech-driven businesses often implement Intercom for its ability to provide personalized customer journeys. Its messaging platform excels in maintaining customer relationships and resolving issues quickly, which is crucial in these fast-paced sectors.

Intercom

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

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship

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

Intercom Customer Communications Platform vs. Siebel CRM