We are delighted that leading international industry analyst firm, Frost and Sullivan, has awarded QStory as the ‘Best Practice Product Leader’ in the European Intraday and Workforce Management market*.
Positioning true intraday automation as a market-changing solution has been central to QStory since day one. Today, that vision extends further, combining Workforce Management (WFM) with intraday automation to transform how contact centres plan and operate. While WFM creates the plan, intraday automation continuously adapts it in real time.
Our focus has been to help the market understand how this combination moves beyond static scheduling, enabling real-time, adaptive operations that respond to changing demand throughout the day.
Recognition from Frost & Sullivan reinforces both our role in shaping this category and the growing importance of integrating WFM with intraday automation in modern contact centres. It reflects a broader shift in how operations are managed, moving from forecast-based planning to continuous optimisation.
This milestone signals that the industry is embracing a new standard: contact centres that are more flexible, more efficient, and better places to work. Together with our customers, we are helping define what high-performing, people-centric operations look like today.
Alexander Michael, Global Practice Area Leader at Frost and Sullivan, says that “Frost and Sullivan is impressed by the simplicity of QStory’s mission and the straightforward benefits associated with it. QStory provides a structure that makes a contact centre the employer of choice, with attractive career prospects for a new breed of cross-skilled, dedicated, empathetic ‘super-agents’, who are key to effective CX delivery in the future.”
If we could have written a summary of the impact we can make in contact centres, Alexander’s is pretty close! Intraday Automation helps transform contact centre environments into productive, efficient and flexible places to work; turning on its head the current perception and, in many cases, reality of working in contact centres.
We are hugely proud of this achievement. Frost & Sullivan recognising the great work the team here at QStory have achieved and the fantastic, game-changing solution we offer marks a step change in our mission.
Since QStory was founded in 2014, we have been finding new ways to make contact centres better places to work; to allow managers to make informed decisions on an hour-by-hour basis (rather than based on a schedule produced six weeks in advance); and to help contact centres attract and retain the best talent in an increasingly complex and competitive market.
The report can be downloaded here.
We’ll leave the final word to Frost & Sullivan.
*For the Product Leadership Award, Frost & Sullivan analysts independently evaluated the criteria listed below:
Product Portfolio Attributes
Match to Needs – Customer needs directly influence and inspire the product portfolio’s design and positioning
Reliability and Quality – Products consistently meet or exceed customer expectations for performance and length of service
Product/Service Value – Products or services offer the best value for the price compared to similar market offerings
Positioning – Products serve a unique, unmet need that competitors cannot easily replicate
Design – Products feature innovative designs, enhancing both visuals appeal and ease of use
Business Impact
Financial Performance – Strong overall financial performance is achieved in terms of revenues, revenue growth, operating margin, and other key financial metrics
Customer Acquisition – Customer-facing processes support efficient and consistent new customer acquisition while enhancing customer retention
Operational Efficiency – QStory staff performs assigned tasks productively, quickly, and to a high-quality standard
Growth Potential – Growth is fostered by a strong customer focus that strengthens the brand and reinforces customer loyalty
Human Capital – Commitment to quality and to customers characterise the QStory culture, which in turn enhances employee morale and retention