We performed a comparison between Pega CRM and Siebel CRM based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"The solution is very easy to use."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The case management feature is really valuable."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"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."
"Due to the many features that are built in from a CRM perspective, it is the best product we have."
"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 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 CRM has a strong database model, workflow and integration tools."
"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."
"Siebel CRM is used for distributing information between systems, trouble ticketing, and case management."
"The UI is lagging and needs to be improved."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"They should enable the data-driven streaming feature inside it."
"The solution has room for improvement around decisional and real-time data analysis."
"The UI should be improved."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"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 user interface, mobile application, and support could be improved."
"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 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."
"The solution itself is very heavy."
"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."
"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."
Pega CRM is ranked 17th in CRM with 9 reviews while Siebel CRM is ranked 5th in CRM with 16 reviews. Pega CRM is rated 8.2, while Siebel CRM is rated 7.8. The top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". On the other hand, the top reviewer of Siebel CRM writes "Comes with complaint management feature but improvement is needed in UI ". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Genesys Cloud CX, Vlocity and HubSpot CRM, whereas Siebel CRM is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle CRM, Oracle CX Sales and Vlocity. See our Pega CRM vs. Siebel CRM report.
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