Siebel CRM vs Zendesk comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Siebel CRM and Zendesk 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.
To learn more, read our detailed Siebel CRM vs. Zendesk Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Siebel offers a high level of customization which has been valuable. The solution also offers the ability to model complex products.""The solution's order management pack is quite fantastic.""Due to the many features that are built in from a CRM perspective, it is the best product we have.""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 flexibility is very good.""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 is the number one CRM product in the world."

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"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use.""Zendesk Support has a lot of good APIs.""It's very convenient to use.""One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting.""The initial setup is simple and straightforward.""What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.""It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.""The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

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Cons
"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities.""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.""Siebel CRM can improve as an ERP and for a few corporate business workloads.""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.""It is difficult to set up.""The solution itself is very heavy.""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 documentation needs to be improved."

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"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data.""Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple.""The price of the solution should be reduced.""It needs to improve in terms of its flexibility, price, and installation.""The solution itself wasn't easy to set up.""The solution could integrate better with QR codes from some websites such as Facebook.""The support team is time-consuming, and they don't find the answer to our problem.""They have something called Zendesk Explore, which isn't as good as what they had in place previously."

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Pricing and Cost Advice
  • "Its licensing is yearly."
  • "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."
  • "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."
  • "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."
  • More Siebel CRM Pricing and Cost Advice →

  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "The price is very competitive."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • "There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
  • "You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
  • More Zendesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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… more »
    Top Answer:Siebel has been on the market for the last two decades. It used to be the top solution, but nowadays, you have cloud-based CRMs, so it's a little outdated.
    Top Answer:Siebel is a customer relationship management tool. You store customer information, complaints, and opportunities in the solution and use it to maintain that kind of information. We are system… more »
    Top Answer:It's a very stable tool, very powerful.
    Top Answer:You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive. Back then, we were paying $51 per… more »
    Top Answer:It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some… more »
    Ranking
    5th
    out of 167 in CRM
    Views
    3,446
    Comparisons
    2,536
    Reviews
    11
    Average Words per Review
    357
    Rating
    7.9
    16th
    out of 167 in CRM
    Views
    684
    Comparisons
    445
    Reviews
    5
    Average Words per Review
    560
    Rating
    8.2
    Comparisons
    Microsoft Dynamics CRM logo
    Compared 27% of the time.
    SAP CRM logo
    Compared 17% of the time.
    Oracle CRM logo
    Compared 16% of the time.
    Oracle CX Sales logo
    Compared 11% of the time.
    ServiceNow logo
    Compared 27% of the time.
    JIRA Service Management logo
    Compared 17% of the time.
    Atlassian Confluence logo
    Compared 11% of the time.
    Freshservice logo
    Compared 8% of the time.
    Microsoft Dynamics CRM logo
    Compared 4% of the time.
    Also Known As
    Siebel Sales
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    Oracle
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    Overview

    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. 

    Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

    Sample Customers
    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
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    REVIEWERS
    Financial Services Firm27%
    Comms Service Provider27%
    Computer Software Company18%
    Agriculture9%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm13%
    Government11%
    Manufacturing Company9%
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Comms Service Provider7%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Educational Organization10%
    Financial Services Firm6%
    University6%
    Company Size
    REVIEWERS
    Small Business13%
    Large Enterprise87%
    VISITORS READING REVIEWS
    Small Business24%
    Midsize Enterprise13%
    Large Enterprise63%
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise19%
    Large Enterprise56%
    Buyer's Guide
    Siebel CRM vs. Zendesk
    March 2024
    Find out what your peers are saying about Siebel CRM vs. Zendesk and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Siebel CRM is ranked 5th in CRM with 16 reviews while Zendesk is ranked 16th in CRM with 57 reviews. Siebel CRM is rated 7.8, while Zendesk is rated 8.2. The top reviewer of Siebel CRM writes "Comes with complaint management feature but improvement is needed in UI ". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Siebel CRM is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle CRM, Oracle CX Sales and Salesforce Sales Cloud, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Siebel CRM vs. Zendesk report.

    See our list of best CRM vendors.

    We monitor all CRM 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.