Intercom Customer Communications Platform vs Siebel CRM comparison

Intercom and Oracle are both solutions in the CRM category. Intercom is ranked #26 with an average rating of 9.5, while Oracle is ranked #9 with an average rating of 7.7. Intercom holds a 0.3% mindshare in CRM, compared to Oracle’s 5.2% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 88% of Oracle users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

306 Views
187 Comparison Views

100% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

2,337 Views
2,244 Comparison Views

88% willing to recommend

Intercom Customer Communica...

Siebel CRM

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Executive SummaryUpdated on Jul 27, 2025

Siebel CRM and Intercom Customer Communications Platform compete in customer management. Siebel CRM excels in relationship management, while Intercom leads with communication tools and modern support.

Features: Siebel CRM integrates extensive data, sophisticated analytics, and robust automation for sales, service, and marketing. Intercom provides advanced live chat, personalized messaging at scale, and AI-powered chatbots for enhanced interaction.

Ease of Deployment and Customer Service: Siebel CRM involves a complex, resource-intensive setup. Intercom offers quick, cloud-based deployment with simpler integration. Intercom's customer support includes accessible real-time assistance, while Siebel offers structured support.

Pricing and ROI: Siebel CRM requires significant investment with potential high return for large enterprises, offering structured pricing for long-term solutions. Intercom presents lower setup costs with quicker ROI, appealing to businesses seeking immediate engagement tools.

To learn more, read our detailed Intercom Customer Communications Platform vs. Siebel CRM Report (Updated: July 2025).

Buyer's Guide

Intercom Customer Communications Platform vs. Siebel CRM

July 2025

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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

26th

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

9th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Intercom Customer Communications Platform is 0.3%, up from 0.2% compared to the previous year. The mindshare of Siebel CRM is 5.2%, down from 6.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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."

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

"The flexibility is very good."

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

"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."

"The solution is scalable."

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

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

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

More Siebel CRM pros

Cons

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

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

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

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

"The solution itself is very heavy."

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

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

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

More Siebel CRM cons

Pricing and Cost Advice

Information not available

"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."

"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."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

12%

Financial Services Firm

12%

Government

11%

Manufacturing Company

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Intercom Customer Communications Platform?

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

See all answers

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...

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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...

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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

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

Compared 100% of the time

More Intercom Customer Communications Platform Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 24% of the time

Oracle CRM vs Siebel CRM

Compared 19% of the time

SAP CRM vs Siebel CRM

Compared 16% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 9% of the time

Oracle CX Sales vs Siebel CRM

Compared 8% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

August 2025

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

Siebel CRM

July 2025

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

Buyer's Guide

Intercom Customer Communications Platform vs. Siebel CRM

July 2025

Free Report: Intercom Customer Communications Platform vs. Siebel CRM

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