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 34 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

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

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

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

"The solution changes the way clients work to make it easier and faster."

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

"Everything is managed by Oracle, so they have security in place."

"Oracle Fusion Service offers good efficiency."

"The most valuable feature of the solution is that customers can easily understand it."

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."

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

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

"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."

"The solution is scalable."

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

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

"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."

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."

"The solution’s reporting could be improved."

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

"The product's initial setup phase was very difficult."

"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."

"The user experience has to be much better."

"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."

"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

"Siebel is not user-friendly."

"The documentation needs to be improved."

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

"It is difficult to set up."

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

"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 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

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

"The tool is reasonably priced."

"The product has average pricing."

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

"Oracle Fusion Service is more expensive than Workday."

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

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Manufacturing Company

10%

Financial Services Firm

Healthcare Company

Computer Software Company

Financial Services Firm

12%

Government

11%

Computer Software Company

11%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	6
Large Enterprise	21

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 12% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 9% 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

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 16% 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

September 2025

Download Oracle Fusion Service product report

Buyer's Guide

Siebel CRM

September 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

Find out what your peers are saying about Oracle Fusion Service vs. Siebel CRM and other solutions. Updated: September 2025.

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