Siebel CRM vs Zendesk comparison

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Siebel CRM

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Executive SummaryUpdated on Dec 19, 2024

Siebel CRM and Zendesk are competitors in the CRM space. Zendesk often leads due to its modern features and cost-value perception, while Siebel CRM has strong support and pricing feedback.

Features: Siebel CRM is renowned for its customization capabilities and enterprise system integration, ideal for large deployments. It offers workflows and a comprehensive data model, which enhances customer engagement through detailed customization. Zendesk provides a user-friendly interface with a flexible ticketing system, analytics, and seamless integration with other apps, like JIRA, enhancing its customer support tools.

Room for Improvement: Siebel CRM could improve its user interface flexibility and offer a clearer setup process for smaller businesses. Its high resource demand could also be a barrier for some users. Zendesk could enhance its reporting functions for deeper insights and provide more robust offline options for geographically dispersed teams. Its customization options could also be expanded further to suit larger enterprises.

Ease of Deployment and Customer Service: Siebel CRM's deployment is complex, requiring substantial resources but benefits from robust enterprise support. Meanwhile, Zendesk offers a streamlined setup with an intuitive interface, promoting faster onboarding and efficient customer service.

Pricing and ROI: Siebel CRM entails a significant initial cost, offering high ROI for large enterprises due to its integration potential. Zendesk's flexible pricing is appealing for quicker ROI, providing immediate customer service benefits, making it cost-effective for varied business sizes.

To learn more, read our detailed Siebel CRM vs. Zendesk Report (Updated: August 2026).

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Siebel CRM vs. Zendesk

August 2026

Helped 909,725 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 CRM

Ranking in CRM

20th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Zendesk

Ranking in CRM

6th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (9th), AI IT Support (4th)

Mindshare comparison

As of August 2026, in the CRM category, the mindshare of Siebel CRM is 1.1%, down from 5.2% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.4%
Siebel CRM	1.1%
Other	97.5%

CRM

Featured Reviews

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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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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

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

"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."

"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."

"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."

"It's very stable."

"It is a stable solution, but because it is an on-premises one, we have slow response rates at times."

More Siebel CRM pros

"The JIRA integration has helped tremendously with bug tracking and timely resolution."

"Zendesk saves us over $50,000 per year and can be maintained in-house by our staff."

"Zendesk was chosen because it is the most user friendly."

"It helps us save costs, time, and energy, and it improves the relationship with my customers."

"This feature allowed our team organize and assign certain members to a particular group."

"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

"It's an amazing product, it really helps out in organizing all our tasks."

"Zendesk is a great product but find a software package that will work best for your team and company."

More Zendesk pros

Cons

"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."

"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."

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

"It is not easy to set up. It's a bit difficult."

"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."

"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 solution itself is very heavy."

"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

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

"I do not have any specific examples for ROI because I was not paying for this application."

"Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues."

"As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/7 support."

"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized."

"We work in print so being able to preview files attached and having larger files (larger than 7MB would be great) would be a welcomed improvement."

More Zendesk cons

Pricing and Cost Advice

"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."

"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."

"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."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"The price is very competitive."

"From what I hear, Zendesk's pricing is a little expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Government

Construction Company

Outsourcing Company

Construction Company

11%

Outsourcing Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	22
Large Enterprise	12

Questions from the Community

What is your experience regarding pricing and costs for Siebel Sales?

I do not have any information on pricing, setup cost, or licensing.

What needs improvement with Siebel Sales?

What is your primary use case for Siebel Sales?

We implemented Siebel CRM in our organization in December 2022. We are currently in discussions with Oracle, but we will stay with Siebel CRM rather than moving to the Fusion version. We are alread...

What is your experience regarding pricing and costs for Zendesk Support?

I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled those kinds of things. We were only using the application, so I have no idea abou...

What needs improvement with Zendesk Support?

The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If a customer is facing issues that need some testing in the backend, it takes time...

What is your primary use case for Zendesk Support?

My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also using Zendesk for live chat purposes. As a specific example, suppose a customer is f...

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Product Reports

Download Siebel CRM product report

Siebel CRM

July 2026

Download Zendesk product report

July 2026

Also Known As

Siebel Sales

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Siebel CRM offers a robust platform known for flexibility and scalability, providing advanced integration with Oracle products and meeting diverse tasks in customer management.

Siebel CRM stands out due to its flexibility, stability, and scalability, making it a preferred choice in customer relationship management. Users appreciate its integration capabilities and the ability to customize features, ensuring it adapts to complex business requirements. Key strengths include complaint management, workflows, and efficient data modeling for complex products. It supports multiple systems, enhancing customer engagement and facilitating tasks like marketing and financial modeling. Its seamless integration with Oracle products increases efficiency, particularly favored in the financial sector.

What are some key features of Siebel CRM?

Integration Capabilities: Ensures smooth connectivity with existing Oracle systems.
Data Model: Facilitates efficient handling of complex data structures.
Customization: Allows tailoring of workflows and functionalities.
Complaint Management: Streamlines resolution processes.
Workflow Automation: Automates repetitive tasks for efficiency.
User Interface Customization: Adapts interface to meet user preferences.

What benefits or ROI should users consider?

Enhanced Customer Engagement: Improves interaction and service delivery.
Operational Efficiency: Streamlines processes, reducing manual effort.
Scalability: Grows with organizational needs without compromising performance.
Cost Efficiency: Reduces overhead by integrating with existing systems.
Reliability: Offers stable operation across diverse business environments.

In telecom and banking, Siebel CRM is leveraged for managing customer interactions and enhancing service experiences. Enterprises use it for product catalogs, while call centers benefit from its efficiency in handling customer service requests. Its ability to integrate information significantly benefits sales and marketing activities in diverse industries.

Oracle

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Sample Customers

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

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