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: February 2026).

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Siebel CRM vs. Zendesk

February 2026

Helped 882,813 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

14th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Zendesk

Ranking in CRM

8th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Help Desk Software (5th), IT Service Management (ITSM) (6th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (21st), AI IT Support (7th)

Mindshare comparison

As of February 2026, in the CRM category, the mindshare of Siebel CRM is 1.2%, down from 6.7% compared to the previous year. The mindshare of Zendesk is 1.3%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Zendesk	1.3%
Siebel CRM	1.2%
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.

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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 capability of bringing data into a single system, along with integrations and offering a single platform to handle multiple customer-related tasks, has been the most productive aspect."

"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."

"Siebel CRM has a strong database model, workflow and integration tools."

"Siebel CRM is used for distributing information between systems, trouble ticketing, and case management."

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

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

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

"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."

More Siebel CRM pros

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

"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."

"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."

"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."

"It's a very stable tool, very powerful."

"We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"It is a scalable solution."

More Zendesk pros

Cons

"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."

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

"The solution itself is very heavy."

"The documentation needs to be improved."

"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."

"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."

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

"The tool took a lot of time to deploy."

More Siebel CRM cons

"Zendesk has not positively impacted my organization."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"The price of the solution should be reduced."

"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."

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

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

More Zendesk cons

Pricing and Cost Advice

"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 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."

"The product is expensive."

"Its licensing is yearly."

"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."

"The price is very competitive."

"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."

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

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

11%

Government

10%

Manufacturing Company

10%

Financial Services Firm

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing 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

January 2026

Download Zendesk product report

January 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