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Oracle Fusion Service vs Siebel Contact Center comparison

 

Comparison Buyer's Guide

Executive Summary

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

Oracle Fusion Service
Average Rating
8.6
Reviews Sentiment
7.0
Number of Reviews
33
Ranking in other categories
CRM Customer Engagement Centers (4th), CRM (10th), Marketing Management (7th)
Siebel Contact Center
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
1
Ranking in other categories
Contact Center Platforms (7th)
 

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Oracle Fusion Service is designed for CRM and holds a mindshare of 1.4%, down 1.5% compared to last year.
Siebel Contact Center, on the other hand, focuses on Contact Center Platforms, holds 1.4% mindshare, down 1.5% since last year.
CRM
Contact Center Platforms
 

Featured Reviews

MahaboobPasha - PeerSpot reviewer
Integration enhances efficiency with good ERP Fusion Console that helps with centralization
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. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.
reviewer2492265 - PeerSpot reviewer
Has efficient automation features and the ability to integrate with multiple systems
The initial setup is quite difficult for the latest versions from 2020 and beyond and can take about four to five hours. It can now be deployed on the cloud. Oracle offers the same images for on-premise and cloud deployments, making it easy to switch between the two. I created the docker image using VM and completed the setup in a few hours.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."
"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."
"Stable and scalable with good technical support."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The solution is completely cloud-based and very easy to access from anywhere."
"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."
"You can integrate it with various systems for batch processing and other configurations."
 

Cons

"Some features that require improvement include the location functionality and certain aspects of the CRM."
"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."
"The product's initial setup phase was very difficult."
"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."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"Oracle Service Cloud could improve the integration for older platforms."
"The product can be complicated to develop, as many methods exist to achieve solutions."
 

Pricing and Cost Advice

"This is definitely an expensive product compared to others on the market."
"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
"The product has average pricing."
"Oracle Fusion Service is more expensive than Workday."
"There are no extra licenses, everything is included in the subscription, and the price is fixed."
"Licensing fees are on the higher end and I rate them an eight out of ten."
"The tool is reasonably priced."
"Oracle Fusion Service is a cheap and flexible solution."
"The platform is expensive."
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Top Industries

By visitors reading reviews
Educational Organization
24%
Financial Services Firm
9%
Manufacturing Company
9%
Computer Software Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
What is your experience regarding pricing and costs for Siebel Contact Center?
The platform is expensive. Many metrics for these licenses are mainly user-based, which makes it quite costly. I rate the pricing a ten.
What needs improvement with Siebel Contact Center?
The product can be complicated to develop, as many methods exist to achieve solutions. This complexity can make it challenging to find the right approach. Also, AI integration could be expanded.
What is your primary use case for Siebel Contact Center?
Our customers use it to store all their customer data and manage their processes. The Contact Center integrates with the CTI platform so that when a customer calls, the agent has access to the cust...
 

Also Known As

Oracle Service Cloud, Oracle RightNow
No data available
 

Overview

 

Sample Customers

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.
Southwest Airlines Co., Smiles S.A., Telekom Deutschland GmbH, Turk Telekom, Contact Management Center A.S., City of Atlanta, Ricoh Europe plc., City of Atlanta, BT
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861,803 professionals have used our research since 2012.