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."The solution is very easy to use."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The case management feature is really valuable."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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 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 offers a high level of customization which has been valuable. The solution also offers the ability to model complex products."
"Siebel CRM is the number one CRM product in the world."
"The solution's order management pack is quite fantastic."
"Siebel CRM has a strong database model, workflow and integration tools."
"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 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 UI is lagging and needs to be improved."
"The UI should be improved."
"They should enable the data-driven streaming feature inside it."
"The solution has room for improvement around decisional and real-time data analysis."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"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."
"The backend performance of Siebel could be improved as it is often slow. In addition, the Open UI is not that responsive."
"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 solution itself is very heavy."
"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."
"The tool took a lot of time to deploy."
"The documentation needs to 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."
"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities."
Pega CRM is ranked 17th in CRM with 7 reviews while Siebel CRM is ranked 5th in CRM with 12 reviews. Pega CRM is rated 8.2, while Siebel CRM is rated 7.8. The top reviewer of Pega CRM writes "Low-code platform, many tasks are configurable, eliminating the need for custom coding from scratch and offers beautiful dashboard and offers a lot of out-of-the-box configurations". On the other hand, the top reviewer of Siebel CRM writes "Reliable, able to expand, and very flexible". 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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