Pega Customer Service vs Siebel CRM comparison

Pega and Oracle are both solutions in the CRM category. Pega is ranked #30 with an average rating of 8.5, while Oracle is ranked #9 with an average rating of 7.7. Pega holds a 0.3% mindshare in CRM, compared to Oracle’s 5.2% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 88% of Oracle users who would recommend it.

Pega Customer Service

Read 5 Pega Customer Service reviews

206 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

Pega Customer Service

Siebel CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Siebel CRM and Pega Customer Service compete in the customer relationship management category, with Pega Customer Service having an advantage due to its advanced features and adaptability.

Features: Siebel CRM provides strong analytics, comprehensive data integration, and robust platform capabilities. Pega Customer Service offers dynamic case management, real-time decision-making tools, and adaptive solutions that allow for greater flexibility.

Room for Improvement: Siebel CRM could improve its adaptability, cloud functionality, and reduce complexity in deployment. Pega Customer Service may enhance its analytics features, broaden integration capabilities, and optimize for cost-effectiveness.

Ease of Deployment and Customer Service: Siebel CRM involves a more complex on-premise deployment process, with a strong support network. Pega Customer Service allows streamlined cloud-based deployment, enabling faster implementation and adaptability with responsive customer support.

Pricing and ROI: Siebel CRM generally incurs higher upfront costs and extended implementation periods, impacting ROI. While Pega Customer Service might have a higher initial cost, it offers better ROI through quicker time-to-value and reduced operational expenses.

To learn more, read our detailed Pega Customer Service vs. Siebel CRM Report (Updated: July 2025).

Buyer's Guide

Pega Customer Service 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

Pega Customer Service

Ranking in CRM

30th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

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 Pega Customer Service is 0.3%, up from 0.1% 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

reviewer4848291

Global Head of Digital, Process Automation at a computer software company with 51-200 employees

Pega Customer Service is an AI-powered, case-centric platform that unifies channels, automates service workflows, and empowers agents to deliver fast, personalized, and consistent customer experiences

1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.

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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 most valuable feature of the solution is case management and different configurations."

"The product is scalable. It works efficiently for changing existing features."

"Pega Customer Service is scalable."

"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."

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

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

"Siebel is easy to configure and comes with various pre-built industry verticals, so it doesn't require much effort. If you want to roll out Siebel in telecom or manufacturing, they have the verticals."

"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."

"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."

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

"The best thing about the tool is its data model. The underlying data model refers to how the data is stored in databases. We can also experience the ease of developing anything with the tool. We can customize any functionality as per any business challenge."

More Siebel CRM pros

Cons

"The only concern I have seen about the product is its prices."

"Pega JVM function needs to be improved."

"The licensing cost could also be improved."

"The product's pricing needs improvement."

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

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

"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 UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention."

"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."

"Oracle needs to improve its support. The major drawback I've observed with Siebel CRM is that Oracle hasn't taken appropriate steps to improve it since 2019. We noticed a steep downfall because Oracle was slow to roll out upgrades like Open UI. By the time these upgrades were available, the market had shifted to cloud solutions, which competitors were already providing much earlier."

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

More Siebel CRM cons

Pricing and Cost Advice

"The tool's pricing is flexible, and I rate it four to five out of ten."

"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

"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."

"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."

"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

Financial Services Firm

38%

Computer Software Company

20%

Non Profit

Healthcare Company

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 Pega Customer Service?

The product is scalable. It works efficiently for changing existing features.

See all answers

What is your experience regarding pricing and costs for Pega Customer Service?

The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...

See all answers

What needs improvement with Pega Customer Service?

Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...

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

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 100% of the time

More Pega Customer Service 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

August 2025

Download Pega Customer Service product report

Buyer's Guide

Siebel CRM

July 2025

Download Siebel CRM product report

Also Known As

No data available

Siebel Sales

Overview

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega

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

Information Not Available

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

Pega Customer Service vs. Siebel CRM

July 2025

Free Report: Pega Customer Service vs. Siebel CRM

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