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 #10 with an average rating of 8.3, while Siebel CRM is ranked #8 with an average rating of 8.0. Oracle Fusion Service holds a 1.3% mindshare in CRM, compared to Siebel CRM’s 6.3% mindshare. Additionally, 91% of Oracle Fusion Service users are willing to recommend the solution, compared to 87% of Siebel CRM users who would recommend it.

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

956 Views
447 Comparison Views

91% willing to recommend

Siebel CRM

Read 18 Siebel CRM reviews

2,500 Views
2,027 Comparison Views

87% willing to recommend

Oracle Fusion Service

Siebel CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Oracle Fusion Service and Siebel CRM compete as leading CRM solutions. Oracle Fusion Service holds an upper hand due to its superior cloud-based services, global accessibility, and flexibility, making it more attractive in scalable environments.

Features: Oracle Fusion Service offers robust cloud capabilities and seamless service integration, featuring tools like Knowledge Base, Smart Assistant, and Proactive Chat, which enhance adaptability in customer service operations. Siebel CRM provides extensive customization, comprehensive workflows, and a strong data model, benefiting those needing specific tailored solutions.

Room for Improvement: Oracle Fusion Service could improve its user experience, documentation, and B2B customizations. Users have highlighted the need for a more intuitive interface and better support options. Siebel CRM is viewed as overly complex, with intricate customization that may hinder user-friendliness and performance. It requires enhanced cloud adaption and improved support and deployment processes.

Ease of Deployment and Customer Service: Oracle Fusion Service excels with its public cloud deployment, offering wide accessibility and easy integration across various environments. Customer service is well-regarded, but response time improvements would be beneficial. Siebel CRM's on-premises deployment offers excellent customization but lacks cloud solution flexibility. Customer service is good, but technical support responsiveness needs enhancement.

Pricing and ROI: Oracle Fusion Service is considered costly, with high entry and annual licensing fees, but its flexible pricing model based on specific needs can enhance ROI through quick deployments and reduced operational costs. Siebel CRM is also seen as expensive, often deterred by premium pricing compared to competitors like Salesforce. Its less adaptable pricing model struggles against newer cloud competitors, despite significant functionality and customization.

To learn more, read our detailed Oracle Fusion Service vs. Siebel CRM Report (Updated: April 2025).

Buyer's Guide

Oracle Fusion Service vs. Siebel CRM

April 2025

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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

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Marketing Management (7th)

Siebel CRM

Ranking in CRM

8th

Average Rating

7.8

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. The mindshare of Siebel CRM is 6.3%, down from 7.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

MahaboobPasha

Solutions Architect at Western Digital

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.

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KalpanaSingh

Senior Manager at Credit Suisse

Customizable and flexible but user experience needs enhancement

Siebel is not user-friendly. There are so many tabs and different features that until it's explained to someone, they will not understand it. A user-friendly tool is supposed to be designed in a way where the user can log in and intuitively understand how to use it. People who use it regularly are still confused, and it requires a lot of clicks and is very difficult to navigate. Sometimes it takes a lot of time to reflect the correct information—even when it's updated, you have to refresh it again and again to see the right data.

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

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

"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."

"Oracle Fusion Service offers good efficiency."

"Oracle Fusion's scalability and flexibility are its most valuable features."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"The solution is completely cloud-based and very easy to access from anywhere."

More Oracle Fusion Service pros

"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."

"Due to the many features that are built in from a CRM perspective, it is the best product we have."

"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."

"The flexibility is very good."

"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."

"The solution is scalable."

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

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

More Siebel CRM pros

Cons

"The vendor must provide a user-friendly mobile application."

"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."

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

"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."

"When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve."

"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."

"Lacks the ability to deploy custom code for customization."

More Oracle Fusion Service cons

"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 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."

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

"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."

"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."

"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."

"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

Pricing and Cost Advice

"Oracle Fusion Service is more expensive than Workday."

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

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

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

"The tool is reasonably priced."

"The product has average pricing."

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

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

"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."

"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."

"The product is expensive."

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Top Industries

By visitors reading reviews

Educational Organization

69%

Financial Services Firm

Computer Software Company

Manufacturing Company

Computer Software Company

14%

Government

13%

Financial Services Firm

12%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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?

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

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

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

Salesforce Service Cloud vs Oracle Fusion Service

Compared 17% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 12% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 11% of the time

Pega CRM vs Oracle Fusion Service

Compared 9% of the time

Odoo vs Oracle Fusion Service

Compared 9% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 27% of the time

SAP CRM vs Siebel CRM

Compared 18% of the time

Oracle CRM vs Siebel CRM

Compared 17% of the time

Oracle CX Sales vs Siebel CRM

Compared 10% of the time

Amdocs CRM vs Siebel CRM

Compared 4% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

May 2025

Download Oracle Fusion Service product report

Buyer's Guide

Siebel CRM

April 2025

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

April 2025

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: April 2025.

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