We performed a comparison between Genesys Cloud CX and Siebel CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."Genesys Cloud is an excellent platform."
"The stability is really good."
"The latest version and updates have been great. It really has everything we need."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"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."
"Siebel CRM has a strong database model, workflow and integration tools."
"Due to the many features that are built in from a CRM perspective, it is the best product we have."
"Siebel CRM is the number one CRM product in the world."
"Siebel offers a high level of customization which has been valuable. The solution also offers the ability to model complex products."
"The solution is scalable."
"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."
"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."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"AI still needs improvement when it comes to predictive engagement."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Siebel CRM can improve as an ERP and for a few corporate business workloads."
"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities."
"The user interface, mobile application, and support could be improved."
"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."
"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."
"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 solution itself is very heavy."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Siebel CRM is ranked 5th in CRM with 16 reviews. Genesys Cloud CX is rated 9.0, while Siebel CRM is rated 7.8. The top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". On the other hand, the top reviewer of Siebel CRM writes "Comes with complaint management feature but improvement is needed in UI ". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Siebel CRM is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle CRM and Oracle CX Sales.
We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
