Oracle Fusion Service vs Siebel CRM comparison

Oracle Fusion Service and Siebel CRM are both solutions in the CRM category. Oracle Fusion Service is ranked #12 with an average rating of 8.3, while Siebel CRM is ranked #14 with an average rating of 7.0. Oracle Fusion Service holds a 1.0% mindshare in CRM, compared to Siebel CRM’s 1.2% mindshare. Additionally, 91% of Oracle Fusion Service users are willing to recommend the solution, compared to 88% of Siebel CRM users who would recommend it.

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

1,990 Views
1,433 Comparison Views

91% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

2,684 Views
2,550 Comparison Views

88% willing to recommend

Oracle Fusion Service

Siebel CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 2, 2025

Oracle Fusion Service and Siebel CRM are significant players in the CRM category. Oracle Fusion Service holds an edge due to its advanced omni-channel capabilities and AI-driven tools.

Features: Oracle Fusion Service offers omni-channel communication and AI integration, including a knowledge base, proactive chat, and reporting features. It is cloud-based, ensuring global deployment. Siebel CRM stands out for its deep customization, reliable case management, and comprehensive workflows, which are ideal for complex enterprises.

Room for Improvement: Oracle Fusion Service should improve its documentation, customization simplicity, and user interface. Integration with legacy systems poses challenges, and billing issues arise in large deployments. Siebel CRM needs to address its outdated UI and complexity, which can impede new user adoption. Its performance under heavy customization may decline, and it lacks modern SaaS features.

Ease of Deployment and Customer Service: Oracle Fusion Service leverages the public cloud for easy deployment and scalability, with generally well-rated customer service. However, technical support response could be faster. Siebel CRM, mainly on-premises, is harder to deploy but benefits from Oracle’s extensive service network, though support efficiency can vary.

Pricing and ROI: Oracle Fusion Service employs a flexible subscription model that can be expensive, driven by usage and user numbers. However, it offers a compelling ROI, allowing businesses to pay for necessary modules. Siebel CRM is perceived as costly, especially for smaller companies, due to its comprehensive features and customization potential. Measuring ROI is challenging, often requiring significant investment.

To learn more, read our detailed Oracle Fusion Service vs. Siebel CRM Report (Updated: February 2026).

Buyer's Guide

Oracle Fusion Service vs. Siebel CRM

February 2026

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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

Oracle Fusion Service

Ranking in CRM

12th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), Marketing Management (7th)

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)

Mindshare comparison

As of February 2026, in the CRM category, the mindshare of Oracle Fusion Service is 1.0%, down from 1.1% compared to the previous year. The mindshare of Siebel CRM is 1.2%, down from 6.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle Fusion Service	1.0%
Siebel CRM	1.2%
Other	97.8%

CRM

Featured Reviews

Dhivakar I

Consultant at Deloitte

Have faced persistent configuration issues and performance delays that slow down large workflows

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

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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

"Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots."

"The solution changes the way clients work to make it easier and faster."

"The most valuable feature of the solution is that customers can easily understand it."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

"There is also a focus on maintaining efficiency, and it is a significant time saver."

"Stable and scalable with good technical support."

"Oracle offers a wide range of applications, each capable of delivering significant value to our business."

More Oracle Fusion Service pros

"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 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."

"The solution is scalable."

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

"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."

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

"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."

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

More Siebel CRM pros

Cons

"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."

"The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up."

"Some features that require improvement include the location functionality and certain aspects of the CRM."

"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."

"Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly."

"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."

"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

More Oracle Fusion Service cons

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

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

"The user interface could be more intuitive and modern. The Oracle Siebel documentation contains many links, and finding specific information takes time."

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

"Siebel is not user-friendly."

"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."

"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."

More Siebel CRM cons

Pricing and Cost Advice

"Licensing fees are on the higher end and I rate them an eight out of ten."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"The tool is reasonably priced."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"The product has average pricing."

"Oracle Fusion Service is more expensive than Workday."

"Oracle Fusion Service is a cheap and flexible solution."

"This is definitely an expensive product compared to others on the market."

"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."

"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."

"Its licensing is yearly."

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Top Industries

By visitors reading reviews

Manufacturing Company

12%

Financial Services Firm

11%

Wholesaler/Distributor

University

Computer Software Company

11%

Government

10%

Manufacturing Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	22

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

Questions from the Community

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly. For example, we cannot create a database link. We ...

See all answers

What is your primary use case for Oracle Service Cloud?

The typical use cases for Oracle Fusion Service involve many products and services such as HCM, Supply Chain, Finance, and Fixed Assets.

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

Oracle CX Sales vs Oracle Fusion Service

Compared 7% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 6% of the time

ServiceNow Customer Service Management vs Oracle Fusion Service

Compared 6% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 6% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 6% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 19% of the time

SAP CRM vs Siebel CRM

Compared 12% of the time

Oracle CRM vs Siebel CRM

Compared 11% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 10% of the time

Pega CRM vs Siebel CRM

Compared 6% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

January 2026

Download Oracle Fusion Service product report

Buyer's Guide

Siebel CRM

January 2026

Download Siebel CRM product report

Also Known As

Oracle Service Cloud, Oracle RightNow

Siebel Sales

Overview

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

Oracle

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

Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.

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

Oracle Fusion Service vs. Siebel CRM

February 2026

Free Report: Oracle Fusion Service vs. Siebel CRM

Find out what your peers are saying about Oracle Fusion Service vs. Siebel CRM and other solutions. Updated: February 2026.

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