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 #11 with an average rating of 8.1, 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 2.2% 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 33 Oracle Fusion Service reviews

1,144 Views
721 Comparison Views

91% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

2,319 Views
2,249 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

11th

Average Rating

8.6

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Marketing Management (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 September 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 2.2%, 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	2.2%
Oracle Fusion Service	0.8%
Other	97.0%

CRM

Featured Reviews

MahaboobPasha

Solutions Architect at Western Digital

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.

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

"Stable and scalable with good technical support."

"The solution is easy to learn."

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

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"Oracle Fusion's scalability and flexibility are its most valuable features."

"There is a focus on maintaining efficiency, and it is a significant time saver."

"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."

More Oracle Fusion Service pros

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

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

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

"The solution is scalable."

"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 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."

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

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

More Siebel CRM pros

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 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."

"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."

"The product's option to upload payroll data doesn't work seamlessly."

"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."

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

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

More Oracle Fusion Service cons

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

"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 solution itself is very heavy."

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

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

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

"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."

"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."

More Siebel CRM cons

Pricing and Cost Advice

"The product has average pricing."

"The tool is reasonably priced."

"Oracle Fusion Service is more expensive than Workday."

"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."

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

"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."

"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 product is expensive."

"Its licensing is yearly."

"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

Manufacturing Company

12%

Financial Services Firm

11%

Healthcare Company

Computer Software Company

Financial Services Firm

13%

Computer Software Company

12%

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	20

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?

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

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

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 13% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 8% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 8% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 7% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 7% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 23% 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

Pega CRM vs Siebel CRM

Compared 6% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

August 2025

Download Oracle Fusion Service product report

Buyer's Guide

Siebel CRM

August 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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