Siebel FAQs

Siebel CRM is a comprehensive customer relationship management solution from Oracle, providing robust capabilities for sales, service, marketing, and loyalty management across various industries.

The Siebel CRM Information Portal is designed to be the go-to resource for Siebel CRM customers, providing all the vital information in one place, eliminating the need to navigate multiple websites and scattered sources.

Siebel CRM is predominently an Enterprise CRM solution capable of extreme scale. Organizations of all size use Siebel CRM, from medical research institutes, airlines loyalty programmes to governments and even the largest Financial Services, Automotive and Communications companies in the world.

Oracle invests heavily into developing the Siebel CRM application and is fully committed to its future. With 1000s of customers worldwide and built with 30+ years of CRM product engineering, Oracle's Siebel CRM application has always evolved and is by no means a legacy application. Siebel CRM follows a continuous release model with cumulative, monthly updates, delivering constant innovation. There is a long term roadmap, focusing on AI, Cloud Native architecture, Customer Experience and Industry applications.

Product updates are released monthly. These release updates are cumulative and easier to apply than major upgrades in the past, allowing customers to be more agile and adopt new features faster, with reduced cost.

No. Oracle understands that your Siebel CRM application is critical to your success and provides one of the best support offerings in the software industry. With Siebel CRM, customers have a rolling 10 year support policy with Oracle Premier Support on the Continuous Innovation releases, through at least 2036. The 10 year, rolling support policy has been extended annually since 2005, therfore investment longevity should not be a concern for customers.

Compared to leading SaaS CRM applications, Siebel CRM is dramatically cheaper for enterprise CRM, even when including the cost of cloud infrastructure, Oracle AI database and annual maintenance costs. Cost analysis shows that for 1000 Call Center users with Enterprise license capabilities, Salesforce would cost 5x more over a 5 year period.

The project cost to upgrade Siebel CRM from an old release is typically a fraction of the cost compared to a 5-10 year transformation IT project. When moving to a SaaS alternative, license subscription costs is repeated and continues to increase over time. Compared to Siebel CRM perpetual licenses where the upfront license cost is paid at the start and lasts forever. Organizations will also need to reskill their teams, retrain their users, perform change management to modify IT processes and integration workflows. It is very common for organizations to under-estimate this effort meaning transformational project scope and costs increase dramatically.

Siebel CRM offers 21 specialized Industry solutions for sectors like Financial Services, Communications, Public Sector, Life Sciences, and more, providing deep industry-specific functionality and industry-specific data mdoel out of the box.

No. Siebel CRM is by no means "end of life", it is alive and kicking and one of the most sophisticated Enterprise CRM solutions in the industry. Siebel CRM differentiates from other CRM solutions in that you can deploy with a cloud native architecture anywhere you choose - in your own data center or on cloud providers. Siebel offers AI capabilities that are both open and embedded into custom workflows. Siebel runs with the Oracle Autonomous AI database providing unique automation capabilities and full leverage of AI without needing to move your data anywhere.

Siebel CRM has a modern User Experience based on the Oracle Redwood design system, offering a responsive, consumer-grade interface that runs on any device. Siebel CRM is also unique in that organizations can define their own bespoke user interface with a framework of their choice, and even operate Siebel CRM as a "headless" application with simple to use integration APIs that allow complete interoperabilty with the application.

Yes. Siebel CRM provides a mobile access solution for users to use on Mobiles, Tablets with the Redwood UX. Offline access is also available to provide application operations in areas where there is no communication signal.

Yes. Siebel CRM integrates with OCI Generative AI services to provide modern AI capabilities such as: automatic email summarization, image recognition using multimodal AI, and sentiment analysis for service requests.

Siebel CRM has an open framework allowing organizations to connect to large language models of their choice. This open architecture also enables organizations to operate Generative AI solutions in their data centre without important customer data leaving the premises. Machine learning capabilities exist by leveraging embedded functionality within the Oracle AI database and Oracle Analytics products.

Absolutely. Siebel CRM is optimized for Oracle Cloud Infrastructure (OCI), and is also supported for all the major cloud hyperscalers. You can deploy and manage your application easily using Siebel Cloud Manager and deploy as a cloud-native containerized architecture with Kubernetes - offering benefits like scalability, security, and reduced TCO.

Yes. You can deploy Siebel CRM on Microsoft Azure using the Siebel on Azure solution. This supports a "Bring Your Own Resources" model on Azure Kubernetes Service (AKS), allowing for flexible hybrid cloud strategies.

With Siebel Cloud Manager the deployment and lifecycle management of Siebel CRM on Kubernetes are greatly simplified, automating many complex tasks like "Lift and Shift" migration and zero-downtime updates. Cloud native obsevability is also available ensuring your team are always aware of system operations.

Yes. Siebel CRM offers native integration with Kafka and supports robust REST APIs, enabling real-time, event-driven data exchange with modern external systems.

Siebel Universal Customer Master (UCM), provides estensive MDM capabilties and a single 'Source of Truth' across the enterprise, consolidating and cleansing customer data across all systems. 360-degree customer views provide a complete profile of customers, including interactions, transactions, and preferences. Cross-system data synchronization ensures data consistency across sales, marketing, service, and finance systems.

Siebel has transitioned to Web Tools, a browser-based development environment. This allows for parallel development using Workspaces, eliminating the need for local database extracts and streamlining the CI/CD process.

A complete Siebel CRM training and certification program is available. Click here for more information.

No. Siebel CRM includes built-in Test Automation tools that allow developers to record and replay test scripts, significantly accelerating release cycles and ensuring higher quality.

A long time ago, the Siebel CRM application was typically built on proprietary software and professionals solely worked with Siebel CRM and Oracle database technologies. The Siebel CRM application has evolved dramatically and now Siebel CRM professionals are typically equipped with understanding of UX frameworks: JavaScript, HTML, CSS, React, Figma; Integration: Kafka, REST; Cloud operations: IaaS (OCI, Azure, AWS, GCP), Containers, Kubernetes, OpenShift, Grafana, Promotheus; AI: GenAI, LLMs, Prompts, RAG.

Almost everything can be customized in Siebel CRM. Web Tools is a no code/low code development IDE, complete with parallel developer workspaces providing a sandbox style development experience. It is common for organizations to heavily customize Siebel CRM due to its incredible flexibility. By comparison, Salesforce is difficult to customize, many companies lack the in-house expertise to tailor it to their specific business needs, especially where these requirements are complex. .

The Siebel CRM Innovators Program highlights customers who are using Siebel CRM in innovative ways. Here you can find out about customers that use Siebel CRM across many types of industry or business who have previously presented case studies in our community programmes.

The latest official Oracle Customer References for Siebel CRM can be found on the Siebel CRM Innovators page and selecting the "Oracle Customer References" checkbox.