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 #15 with an average rating of 8.3, while Siebel CRM is ranked #10 with an average rating of 7.2. Oracle Fusion Service holds a 0.9% mindshare in CRM, compared to Siebel CRM’s 1.3% 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

1,693 Views
1,202 Comparison Views

91% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

2,496 Views
2,396 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 Siebel CRM needs to address its outdated UI and complexity, which can impede new user adoption.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: December 2025).

Buyer's Guide

Oracle Fusion Service vs. Siebel CRM

December 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

15th

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

10th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Oracle Fusion Service is 0.9%, down from 1.2% compared to the previous year. The mindshare of Siebel CRM is 1.3%, down from 6.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Siebel CRM	1.3%
Oracle Fusion Service	0.9%
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

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

"The product's most valuable feature is an efficient fusion of finance and HR modules."

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

"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."

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

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

"I've seen positive impact from using Oracle Fusion Service, especially for HCM, where there's been a revolution from E-Business to Fusion; it's completely different."

"Oracle Fusion Service offers good efficiency."

More Oracle Fusion Service pros

"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 complex client requirements. For instance, we successfully implemented a module for email responses, a feature that was not readily available or as robust as other CRM tools. Additionally, Siebel's open UI module allowed us to customize the user interface for one of our clients completely. This customization proved to be a major selling point for our company."

"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 solution is scalable."

"One valuable feature is that certain views can be adjusted as per our requirements, which adds a level of customization that is appreciated."

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

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

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

"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."

More Siebel CRM pros

Cons

"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."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

"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."

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

"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."

"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."

More Oracle Fusion Service cons

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

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

"Siebel is not user-friendly."

"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."

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

"It is difficult to set up."

"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

Pricing and Cost Advice

"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."

"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."

"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."

"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."

"Its licensing is yearly."

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Top Industries

By visitors reading reviews

Manufacturing Company

11%

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 8% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 7% 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

ServiceNow Customer Service Management vs Oracle Fusion Service

Compared 6% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 20% of the time

SAP CRM vs Siebel CRM

Compared 13% of the time

Oracle CRM vs Siebel CRM

Compared 12% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 10% of the time

Oracle CX Sales vs Siebel CRM

Compared 8% 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

December 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: December 2025.

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