Below are answers to common questions about QStory, our AI‑native workforce management platform for contact centres.
QStory is an AI-native, cloud-native workforce management (WFM) platform for contact centres, built on a foundation of best-in-class real-time intraday management.
Unlike traditional WFM tools that focus primarily on forecasting and scheduling, QStory evolved from advanced intraday operations, giving you a complete workforce Management platform across forecasting, scheduling, real-time adherence, and dynamic demand response.
Our mission is to create a better everyday life for customer service professionals by making contact centres happier, more engaging, and more productive places to work.
QStory is built for contact centres of all sizes, from small teams to large enterprises, in industries that rely on high‑volume customer service, such as:
– Financial services and insurance
– Telecom and technology
– Retail and e‑commerce
– Healthcare and public sector
– Travel and Leisure
– Shared services and BPO
QStory services the front office, bank office, and branch, ensuring the whole organisation can be managed efficiently.
QStory is an AI workforce management platform that optimises planning, scheduling, and real-time operations across front office, back office, and branches.
It enables organisations to:
– Forecast and schedule based on real-time demand and available staffing supply across all channels
– Automate self-serve shift swaps, breaks, and adjustments with AI-driven approvals
– Use Agent Flex to move, slide, or split shifts for greater flexibility
– Monitor real-time adherence, performance, and workload visibility
– Improve agent well-being through flexible scheduling and control over time off
– Repurpose quieter periods for coaching, training, and 1:1 development
– Use intraday management with automated remediation to protect service levels
– Dynamically move staff between queues and adapt to demand in real time or via automated reforecasting
– Access WFM via mobile so agents can manage schedules anywhere
The platform is fully cloud-native, removing the need for on-premise infrastructure and enabling faster deployment and scalability.
QStory is AI‑native and built for the modern contact centre, not retrofitted from old systems. Key differences:
– AI‑driven forecasting and scheduling that adapts to changes in demand
– Agent empowerment: self‑serve breaks, swaps, and flexibility
– Focus on wellbeing and engagement, not just efficiency
– Cloud‑native architecture with fast implementation
– A complete, unified platform rather than disconnected modules
This combination helps teams improve both operational performance and agent experience.
QStory is used across industries that run high‑volume contact centres, including:
– Financial services
– Insurance
– Telecom
– Technology
– Retail and e‑commerce
– Healthcare
– Public sector
– Travel and Tourism
– Business process outsourcing (BPO)
Each industry has specific compliance and reporting needs, and QStory is designed to support these through configurable rules and reports.
Yes. QStory integrates with major contact centre and CRM platforms, including:
– Leading cloud contact centre solutions
– Major CRM systems (e.g., Salesforce, Microsoft Dynamics, and others)
– HR and payroll systems
– Chat tools
– ACDs
– Learning Management Systems (LMS)
Your implementation team will confirm exact integrations for your stack.
Yes. QStory is built with security and compliance as core priorities. The platform supports:
– Role‑based access control
– Audit logs and activity tracking
– encryption in transit and at rest
– Compliance frameworks relevant to contact centres (e.g. GDPR, ISO, and industry‑specific standards)
For detailed security and compliance information, request a security pack or speak with our team.
QStory supports agent well-being by giving agents more control over their time while aligning work with real-time demand.
Agents can:
– Self-serve shift swaps, breaks, and adjustments through an AI-driven system with automated approvals
– Use Agent Flex to move, slide, or split shifts to better fit their schedules
– See clear, real-time visibility of workload and performance
– Use quieter periods for coaching, training, and 1:1 development
– Benefit from balanced workloads, with staffing aligned to demand and real-time queue movement during spikes
These features help reduce burnout whilst improving retention and overall efficiency.
Yes. Agents can view schedules in real time and easily swap shifts and breaks with colleagues.
QStory goes further by enabling agents to move, slide, or split shifts across different days. For example, a 4-hour shift can be split into two shorter shifts on separate days.
All changes are guided by intelligent guardrails that align moves with periods of higher demand, ensuring service levels are maintained or improved. This even enables “red-to-red” shift moves, where time is reallocated to busier periods for a net positive impact.
This approach delivers measurable results; for example, eBay increased contact handling capacity by 40,000 interactions in one year.
After go‑live, you receive ongoing support, including:
– Dedicated account support
– Access to training and onboarding resources
– Regular product updates and new features
– Best practice guidance for workforce planning and agent wellbeing
Support options and SLAs depend on your plan.
Yes. We offer live demos and, in many cases, pilot opportunities. Contact our team to discuss:
– A tailored demo of QStory
– Pilot options for your contact centre
– Use cases and success metrics for your business
QStory is a global company with a strong presence in the UK, South Africa, and the US. We maintain:
– A UK website and US website with region‑specific content
– Localised case studies, contact details, and compliance information
– Support for different time zones and markets
If you contact us from the US or UK, you’ll be routed to the most relevant team.
You can:
– Use the contact form on our website
– Email our sales team directly (email shown on the Contact page)
– Reach out via LinkedIn or other social channels
Our team will respond within one business day.
We update this FAQ regularly as our product, pricing, and support offerings evolve. If you have a question that isn’t covered, let us know – it may become a new FAQ entry.
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