We are incredibly proud to announce that QStory has earned Frost & Sullivan’s 2025 Europe Enabling Technology Leadership Recognition for our strong performance in the workforce management (WFM) industry.
At QStory, we’re reimagining WFM. Our AI-driven platform embodies a fundamental shift in thinking: employee experience and business performance are not opposing forces, but are mutually reinforcing. This recognition builds on our 2021 Frost & Sullivan Product Leadership Award, marking independent recognition that our technology and customer partnerships are reshaping what workforce management can and should deliver.
“The QStory platform embodies a fundamental shift in thinking: employee experience and business performance are not opposing forces but mutually reinforcing. By combining flexible technology with user-led innovation and cultural alignment, QStory delivers a workforce management solution that meets the complex demands of modern employers while empowering their teams to thrive.”
Alexander Michael, Vice President, ICT, Frost & Sullivan
Transformation of the WFM Industry
The report from Frost & Sullivan, a global research and consulting firm, highlights three key trends reshaping WFM: artificial intelligence (AI), flexibility, and employee-centric functionality.
Analysts also found that workforce management is no longer confined to frontline customer service operations – it’s extending into the back office, with teams dealing with more asynchronous customer demand and administrative tasks. Helping to break down silos, boost efficiency for both frontline and back office employees, and improving engagement by giving them more opportunities for career development.
Furthermore, traditional scheduling models aren’t able to keep up with the changing demands of the modern workforce, and organisations are adopting more flexible, AI-driven scheduling solutions that adapt in real-time to changing demand and personal preferences.
Innovation, Versatility and Trust
QStory’s recognition by Frost & Sullivan reflects three defining strengths: our commitment to innovation, the versatility of our platform to meet diverse operational needs, and the trust we’ve built with customers through measurable results and collaborative partnerships
Innovation in Action
Having begun as the pioneers of Intraday Automation, QStory has now expanded to become a a full-service WFM provider. Along the way, we’ve shifted from being a technology-driven company to a solution-driven company, building solutions that focus on real-world challenges in close collaboration with our customers.
In response to a customer need for a fairer scheduling solution offering equitable flexibility, QStory introduced Agent Flex. The Agent Flex algorithm empowers employees to move shifts even during understaffed periods, marked as “red” periods, so long as they move from a period of high-demand to a period of even higher demand, known as “red-to-red” moves. This simple but powerful change gives employees genuine autonomy over their schedules, reduces the sense of unfairness that often drives attrition, and still protects service levels by ensuring coverage when it matters most.
“We’re incredibly honoured to receive Frost & Sullivan’s Award for Best Practices in the European Workforce Management Industry and proud of the entire QStory team, whose dedication makes this possible. Our mission has always been to empower organisations with technology that improves performance while enhancing the employee experience. Following on from our 2021 Product Leadership Award from Frost & Sullivan, this recognition builds on our commitment to driving innovation and creating meaningful, positive impact in transforming how our industry engages its people.”
Fiona Coleman, CEO & Co-Founder, QStory
Versatility Engineered
Businesses today are facing complex challenges as a result of legacy scheduling models, including absenteeism, high attrition, low employee engagement, and poorer service performance. Frost & Sullivan recognises how QStory is addressing these issues:
- Offering employees greater control over their work patterns, without compromising service outcomes through innovative technologies such as Agent Flex.
- Providing modular functionality to cater for different operational models, for example with our Back Office platform which optimises task distribution, measures productivity, eliminates inefficiencies, and ensures equitable task allocation.
- Supporting career development by enabling cross-departmental skills and opportunities as staff are able to operate across frontline and back office functions more easily.
This versatility ensures organisations can improve efficiency while employees enjoy more fulfilling and flexible roles.
Trusted Value
The report notes that customer loyalty and clear ROI is a defining strength for QStory. At NatWest, attrition fell by 43% in one year, even before the launch of “red-to-red” moves. At eBay, QStory has become one of the company’s most prized workplace perks among Teammates, as the introduction of Agent Flex has contributed to higher employee satisfaction scores, and a 25% reduction in attrition. Meanwhile, longstanding relationships with Jet2, NatWest, and Nationwide showcase consistent value and trust. Frost & Sullivan also reported on our latest deployment with a business process outsourcer (BPO) in South Africa involving ten client organisations, with the initiative prioritising employee engagement.
Customer-Centric Innovation
Finally, Frost & Sullivan praised QStory’s customer co-creation model, where strategic customer workshops bringing together senior stakeholders, and user groups including frontline users, are helping to shape our product roadmap. The approach is ensuring that our customers continue to see clear value from our platform and that our innovations are reflecting the challenges they currently face.
The final key differentiator noted by the report authors is the unified nature of QStory’s AI-driven platform. By consolidating what would otherwise be separate platforms – agent engagement, real-time automation, WFM – QStory delivers simplicity, pricing advantages, and an approach that reduces procurement complexity.
Conclusion
In awarding QStory the 2025 Enabling Technology Leadership Award, Frost & Sullivan emphasised our ability to combine innovation with simplicity, employee empowerment with business performance, and flexibility with measurable outcomes. In Frost & Sullivan’s words:
“Evolving from its roots in intraday automation, QStory now offers a comprehensive, adaptive WFM solution that competes on value and simplicity. It offers sophistication without unnecessary complexity, aligning strategy, execution, and employee experience. For modern organizations seeking greater agility, inclusivity, and operational excellence, such integration is essential.”
Alexander Michael, Vice President, ICT, Frost & Sullivan
If you’d like to learn more about our platform or the award from Frost & Sullivan, our team would be happy to connect, get in touch at hello@qstory.ai.