Oracle Fusion Service vs Siebel CRM comparison

Oracle Fusion Service and Siebel CRM are both solutions in the CRM category. Oracle Fusion Service is ranked #12 with an average rating of 8.2, while Siebel CRM is ranked #10 with an average rating of 7.2. Oracle Fusion Service holds a 0.8% mindshare in CRM, compared to Siebel CRM’s 2.0% mindshare. Additionally, 91% of Oracle Fusion Service users are willing to recommend the solution, compared to 88% of Siebel CRM users who would recommend it.

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

1,131 Views
735 Comparison Views

91% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

2,252 Views
2,162 Comparison Views

88% willing to recommend

Oracle Fusion Service

Siebel CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 27, 2025

Oracle Fusion Service and Siebel CRM are competitors in the CRM space. Oracle Fusion Service may have the upper hand due to its cloud-based flexibility and tailored approach providing value for key functionalities, whereas Siebel CRM's high costs can be a setback despite its advanced features.

Features: Oracle Fusion Service offers an omni-channel suite with a knowledge base, chat, and incident management to enhance customer interaction. It supports integration for scalability and innovative edits. Siebel CRM stands out for its exceptional data management capabilities, extensive customizations, and robust customer and account management features designed to meet complex business needs.

Room for Improvement: Oracle Fusion Service needs enhancements for B2B features, UI improvements, and better documentation. Siebel CRM requires a more user-friendly interface, faster cloud transition, and better support to remain competitive.

Ease of Deployment and Customer Service: Oracle Fusion Service supports flexible cloud deployment and offers strong customer service though technical support response times could improve. Siebel CRM primarily operates on-premises, lagging in cloud-native functionalities, with knowledgeable but slow customer service resolution.

Pricing and ROI: Oracle Fusion Service's usage-based pricing can be costly for smaller businesses but ensures tailored investments for efficiency. Siebel CRM's high pricing deters cost-sensitive clients, but Oracle Fusion may offer better ROI due to its adaptability and focus on essential functionalities.

To learn more, read our detailed Oracle Fusion Service vs. Siebel CRM Report (Updated: September 2025).

Buyer's Guide

Oracle Fusion Service vs. Siebel CRM

September 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

Oracle Fusion Service

Ranking in CRM

12th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Marketing Management (7th)

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 Oracle Fusion Service is 0.8%, down from 1.3% 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%
Oracle Fusion Service	0.8%
Other	97.2%

CRM

Featured Reviews

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.

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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

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

"Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots."

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

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

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

"The solution is easy to learn."

"Oracle Service Cloud could improve the integration for older platforms."

"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."

More Oracle Fusion Service pros

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

"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."

"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."

"One valuable feature is that certain views can be adjusted as per our requirements, which adds a level of customization that is appreciated."

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

"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."

More Siebel CRM pros

Cons

"Oracle Service Cloud could improve the integration for older platforms."

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

"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."

"The vendor must provide a user-friendly mobile application."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"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."

More Oracle Fusion Service cons

"The documentation needs to be improved."

"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."

"The backend performance of Siebel could be improved as it is often slow. In addition, the Open UI is not that responsive."

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

"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."

"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."

More Siebel CRM cons

Pricing and Cost Advice

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

"The product has average pricing."

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

"The tool is reasonably priced."

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

"Oracle Fusion Service is more expensive than Workday."

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

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

"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

Manufacturing Company

11%

Financial Services Firm

Healthcare Company

University

Financial Services Firm

12%

Computer Software Company

11%

Government

11%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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 do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

See all answers

What is your primary use case for Oracle Service Cloud?

I have been working on implementing Oracle Fusion Service to mainly higher education industry clients and one banking client. Before that, I was working with financial services-based solutions for ...

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

Salesforce Service Cloud vs Oracle Fusion Service

Compared 11% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 9% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 9% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 8% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 7% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 22% of the time

Oracle CRM vs Siebel CRM

Compared 17% of the time

SAP CRM vs Siebel CRM

Compared 15% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 11% of the time

Pega CRM vs Siebel CRM

Compared 6% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

October 2025

Download Oracle Fusion Service product report

Buyer's Guide

Siebel CRM

October 2025

Download Siebel CRM product report

Also Known As

Oracle Service Cloud, Oracle RightNow

Siebel Sales

Overview

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

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

Oracle Fusion Service vs. Siebel CRM

September 2025

Free Report: Oracle Fusion Service vs. Siebel CRM

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