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: March 2026).

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Siebel CRM vs. Zendesk

March 2026

Helped 884,371 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

15th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Zendesk

Ranking in CRM

9th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Help Desk Software (4th), IT Service Management (ITSM) (5th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (20th), AI IT Support (5th)

Mindshare comparison

As of March 2026, in the CRM category, the mindshare of Siebel CRM is 1.2%, down from 6.6% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.4%
Siebel CRM	1.2%
Other	97.4%

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 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."

"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."

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

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

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

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

More Siebel CRM pros

"We rarely had issues with Zendesk."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"It is a scalable solution."

"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."

More Zendesk pros

Cons

"Siebel is not user-friendly."

"The user interface, mobile application, and support could be improved."

"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."

"It is difficult to set up."

"The solution itself is very heavy."

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

"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."

More Siebel CRM cons

"The support team is time-consuming, and they don't find the answer to our problem."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"The price of the solution should be reduced."

"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."

"Zendesk has not positively impacted my organization."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"It needs to improve in terms of its flexibility, price, and installation."

More Zendesk cons

Pricing and Cost Advice

"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."

"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."

"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."

"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."

"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."

"The price is very competitive."

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

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

11%

Government

11%

Financial Services Firm

Manufacturing Company

Performing Arts

Outsourcing Company

Computer Software 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	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

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...

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 do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

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

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

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Product Reports

Download Siebel CRM product report

Siebel CRM

February 2026

Download Zendesk product report

February 2026

Also Known As

Siebel Sales

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

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

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

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