Siebel Contact Center vs Zendesk Messaging comparison

The compared Oracle and Zendesk solutions aren't in the same category. Oracle is ranked #7 in CCP , with an average rating of 8.0, and holds a 2.4% mindshare in the category. Zendesk is ranked #3 in LC , with an average rating of 8.5, and holds a 9.1% mindshare. Additionally, 100% of Oracle users are willing to recommend the solution, compared to 100% of Zendesk users who would recommend it.

Siebel Contact Center

Read 1 Siebel Contact Center review

333 Views
236 Comparison Views

100% willing to recommend

Zendesk Messaging

Read 3 Zendesk Messaging reviews

290 Views
110 Comparison Views

100% willing to recommend

Siebel Contact Center

Zendesk Messaging

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Siebel Contact Center and Zendesk Messaging based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.

To learn more, read our detailed Contact Center Platforms Report (Updated: November 2025).

Buyer's Guide

Contact Center Platforms

November 2025

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Helped 879,422 peers since 2012

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

Siebel Contact Center

Average Rating

8.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

Contact Center Platforms (7th)

Zendesk Messaging

Average Rating

9.0

Number of Reviews

Ranking in other categories

Text Messaging (4th), Live Chat (3rd)

Mindshare comparison

Siebel Contact Center and Zendesk Messaging aren’t in the same category and serve different purposes. Siebel Contact Center is designed for Contact Center Platforms and holds a mindshare of 2.4%, up 1.3% compared to last year.
Zendesk Messaging, on the other hand, focuses on Live Chat, holds 9.1% mindshare, up 2.4% since last year.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Siebel Contact Center	2.4%
Amazon Connect	13.7%
Genesys Cloud CX	13.6%
Other	70.30000000000001%

Contact Center Platforms

Live Chat Market Share Distribution
Product	Market Share (%)
Zendesk Messaging	9.1%
LiveChat	13.5%
NICE CXone	10.8%
Other	66.6%

Live Chat

Featured Reviews

reviewer2492265

Freelancer at a consultancy with 51-200 employees

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.

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Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Unified chat and ticket history has improved 24/7 global support efficiency and reduced contacts

I believe the best feature in Zendesk was in the chat; it allows you to seamlessly change between having, for example, a ticket and a client opening a chat, and all this information is saved in the same ticket. You don't have to create different tickets for different features. Everything was on the same ticket, making it easy to follow the history of the client, regardless of whether they first sent an email, then a chat, then something else. That was our main feature, and it was a really good feature that I liked the most. On the chat, we automated it, and we actually get really great results with Zendesk. We ended up lowering the customer contact rate thanks to the automations that we generated, connecting them to our help articles. The bot was connected to our help articles and it reflected around 12% of the incoming tickets, so that was super good because we wanted to make the creation rate of tickets as low as possible per customer.

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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

"You can integrate it with various systems for batch processing and other configurations."

"We like the mobile application, which allows us to provide a faster response to the customer."

Cons

"The product can be complicated to develop, as many methods exist to achieve solutions."

"We would like to have auto-templates for TT closure and TT updates."

Pricing and Cost Advice

"The platform is expensive."

Information not available

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Questions from the Community

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.

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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.

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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...

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What needs improvement with Zendesk Chat?

AI capabilities could be improved, as that is something everyone is trying to integrate now to automate more effectively. The messaging component is not used extensively; usage is fairly small. Zen...

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What is your primary use case for Zendesk Chat?

Zendesk Messaging is primarily used for incoming phone calls. Automated workflows are utilized and configured to route calls to different numbers depending on whether they are support-related or so...

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What advice do you have for others considering Zendesk Messaging?

AI capabilities would be welcomed in the future, though nothing else comes to mind at the moment. The overall review rating for this product is 8 out of 10.

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Comparisons

Amazon Connect vs Siebel Contact Center

Compared 44% of the time

Oracle Fusion Service vs Siebel Contact Center

Compared 31% of the time

TalkDesk vs Siebel Contact Center

Compared 26% of the time

More Siebel Contact Center Competitors

Amazon Connect vs Zendesk Messaging

Compared 100% of the time

More Zendesk Messaging Competitors

Product Reports

Buyer's Guide

Contact Center Platforms

November 2025

Download Siebel Contact Center product report

Buyer's Guide

Live Chat

November 2025

Download Zendesk Messaging product report

Also Known As

No data available

Zendesk Talk

Overview

Oracle's Siebel Contact Center transforms a business's call center into an integral part of its total sales, marketing, and service delivery strategy. The application enables agents to handle service, support, and sales interactions seamlessly across all communication channels. As a result, businesses can reduce costs while enhancing service delivery.

Oracle

Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.

Zendesk

Sample Customers

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

Contact Center Platforms

November 2025

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We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.