# QStory Reviews **Vendor:** QStory **Category:** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) **Average Rating:** 4.2/5.0 **Total Reviews:** 9 ## About QStory QStory is a complete WFM platform that eliminates the trade-offs between operational efficiency, customer service, and employee experience more effectively than ever before. Our AI-always solution transforms operations across the frontline, back office, in field and branches - unlocking smarter, more agile performance, without compromise. As the pioneers of Intraday Automation (IDA). We pride ourselves on furthering innovation in WFM technology with a focus on enabling people-first planning in an environment where that so often hasn't been the case. We exist to create a better everyday life for customer service professionals by helping them to work in a happier, more empowering and productive environment. Our unique AI platform uses predictive insights to automate resource management in line with real-time customer demand and staff availability. Inefficient idle time is eliminated, freeing people to focus on what matters to them most - from extra training to attending an urgent doctors appointment. As a modular solution, with QStory contact centres can replace or supercharge their existing workforce management system to enhance staff engagement, wellbeing and satisfaction, leading to greater retention, performance levels and results. ## QStory Pros & Cons **What users like:** - Users value the **AI integration** of QStory, enhancing productivity by automating updates and streamlining event reactions. (1 reviews) - Users appreciate the **ease of use** of QStory, which streamlines updates and enhances productivity effortlessly. (1 reviews) - Users value the **efficiency** of QStory, streamlining event reactions and automating schedule updates for increased productivity. (1 reviews) ## QStory Reviews ### 1. QStory Review **Rating:** 4.0/5.0 stars **Reviewed by:** Ahmad M. | WoW-Quality Automation specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2024 **What do you like best about QStory?** User can react to event As they happened without having to over staff. And it can automate every schedule update It is reducing the toil and turns the available time into productive time **What do you dislike about QStory?** It's not been widely used in organisations as it's marketing is low compate yo other tools **What problems is QStory solving and how is that benefiting you?** 1. It adapta my schedule instantly and automatically 2. It boost my bottom line 3. It gives me more time to do trainings 4. It minimize absence and lateness ### 2. The good and bad of Q Story **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** September 03, 2023 **What do you like best about QStory?** Ease of use, interface is user friendly. Great cutomer service support. It's also very customizable which is nice. **What do you dislike about QStory?** I dislike the cost, it is expensive. There have been challenges integrating with existing systems. I also felt like there was a huge learning curve at first, but I think it's great once you're used to everything. **What problems is QStory solving and how is that benefiting you?** We use it to schedule and manage our employees. ### 3. Empowering Team Members through Technology **Rating:** 4.0/5.0 stars **Reviewed by:** Lisa S. | Forecasting & Planning Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2021 **What do you like best about QStory?** QStory empowers Agents and Team Leaders to manage their own time, giving the freedom to manage their time as they need it, without detrimenting customers in the busier periods of the day. Provides great insight for Ops to understand their performance and highlights where there are key concerns. Great in the Hybrid/WFH environments with the accessibility to performance via Mobile App and Desktop. **What do you dislike about QStory?** Little to dislike. Some restrictions in terms of configurations around the holiday booking processes where if wanting to use contracted hours without underlying schedules all have to be built into QStory and no escalation options for requests, requiring an additonal step in comparison to that in the WFM systems. **What problems is QStory solving and how is that benefiting you?** Savings in TL time reducing the back and forth conversations with Resource Planning and Real-Time teams through being able to manage their own time. Gaining more time back from agents where lateness has occured, previously due to the size and the manual process that was needed, this time was being lost. Earlier notification of absences due to agents logging directly via the app, updates the view of the day for more precise intraday management. ### 4. Can't see a life without QS **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren L. | Real time manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2021 **What do you like best about QStory?** The service we have received from the beginning, during implementation, and even now is next to none. Everyone at QS is helpful; from sharing ideas to improve the way we work to giving a better overall experience for both the users and the front-line agents is fantastic. The time saved for the planning team as a whole is incredible. Deon/Rudolf are the most helpful people we have met through a work environment, and we couldn't have gotten through the last three years without them due to seeing our headcount grow considerably. **What do you dislike about QStory?** No downsides - I would just like a 'how-to guide for all aspects **Recommendations to others considering QStory:** Do it now! **What problems is QStory solving and how is that benefiting you?** Time is significant to us within my organization, and the time and manual work it was taking for simple tasks such as authorizing annual leave. It was manual, one by one, day by day for over 500 FTE - we now use auto approvals for anything outside two weeks, which means the planning team can now spend their valued time analyzing (that they are paid to do!) The time bank (lateness and time over shift) is a real money saver too. Rather than logging/paying agents for time over their shifts, the time now is just added to the agent's time banks to use at a time they want - again saving everyone time/money and keeping our staff happy. An hour off here or there is a lot more beneficial to our team instead of getting paid for 1 hour of overtime! ### 5. Easy to use and efficient. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 27, 2022 **What do you like best about QStory?** It is easy to use the app, and it also helps users in increasing productivity. **What do you dislike about QStory?** It can give more detailed reports and user inferface. **What problems is QStory solving and how is that benefiting you?** Gives a better insight in planning and maintaining a good work-life balance. ### 6. Our new way of working, wish we'd got it sooner **Rating:** 5.0/5.0 stars **Reviewed by:** Andy M. | Real Time Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 22, 2021 **What do you like best about QStory?** A fantastic innovation for all aspects of our contact centers QS allows our Real-Time team ease of access to manage threats and opportunities efficiently and effectively, as well as empowering contact center colleagues’ freedom to self-serve activity where availability strikes Throughout implementation, we had 1-1 contact with a designated success manager who fielded all aspects through design to fulfillment, answering numerous questions upon the way A genuinely imaginative piece of tech which has, and I’m sure, will continue to improve our efficiencies to serve our customers while offering improved work-life balance for contact colleagues **What do you dislike about QStory?** Very little but could do with an in-depth how-to user guide for all aspects pre-live date. Every day is a school day with our constant learning **What problems is QStory solving and how is that benefiting you?** Improved work life balance for colleagues with ability to tweak shifts and delivering opportunities at the push of a button ### 7. Effective and efficient **Rating:** 4.5/5.0 stars **Reviewed by:** Preetkanwal K. | Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2022 **What do you like best about QStory?** Qstory helped in improving productivity of activities **What do you dislike about QStory?** There were some minor bugs while implementation **What problems is QStory solving and how is that benefiting you?** It has provided complete automation and empowered the workforce ### 8. Qstory Holiday Booking **Rating:** 3.0/5.0 stars **Reviewed by:** Adam P. | Head of Resource Planning for 111 Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2022 **What do you like best about QStory?** for employees, it is an easy to use smart phone app **What do you dislike about QStory?** uploading Holiday availability as hours, instead of a percentage of working hours **What problems is QStory solving and how is that benefiting you?** it solved the issue of holiday planning and booking not working in Injixo for our company, but it is only a stop-gap solution on the path to having a usable WFM system ### 9. Implementing Q-story for Hybrid working has been a huge success. **Rating:** 5.0/5.0 stars **Reviewed by:** Mike B. | Head of Resource Planning **Reviewed Date:** October 12, 2021 **What do you like best about QStory?** It empowers our people within the contact centre to allow for a better work life balance. **What do you dislike about QStory?** More productivity reporting would be gd! **What problems is QStory solving and how is that benefiting you?** Agent engagement benefits are clear. In addition to that it provides the planning and operational teams more tools in order to manage customer experience and wait times. ## QStory Discussions - [What is QStory used for?](https://www.g2.com/discussions/what-is-qstory-used-for) - [View QStory pricing details and edition comparison](https://www.g2.com/products/qstory/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-01+13%3A06%3A44+-0500&secure%5Bsession_id%5D=83df6507-b7a4-437d-baaa-ae81025eda87&secure%5Btoken%5D=80e07c0883d50ff15a48bc76b26eeb5fc8a551c89f079317a8131966db628fc3&format=llm_user) ## QStory Features **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management ## Top QStory Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,458 reviews) - [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) - 4.5/5.0 (384 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)