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QStory Reviews & Product Details

QStory are the pioneers of Intraday Automation (IDA). We transform contact centres in ways that no-one else can. 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. With QStory IDA, contact centres can supercharge their existing workforce management system to enhance staff engagement, wellbeing and satisfaction, leading to greater retention, performance levels and results.

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QStory

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QStory Community

Overview by

Nick Ashmore

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QStory Media

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Ahmad M.

WoW-Quality Automation specialist

Enterprise (> 1000 emp.)

10/15/2024

"QStory Review"

4/5

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 Review collected by and hosted on G2.com.

What do you dislike about QStory?

It's not been widely used in organisations as it's marketing is low compate yo other tools Review collected by and hosted on G2.com.

Verified User in Accounting

Small-Business (50 or fewer emp.)

9/3/2023

"The good and bad of Q Story"

3.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Lisa S.

Forecasting & Planning Manager

Enterprise (> 1000 emp.)

12/6/2021

"Empowering Team Members through Technology"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Lauren L.

Real time manager

Mid-Market (51-1000 emp.)

10/18/2021

"Can't see a life without QS"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about QStory?

No downsides - I would just like a 'how-to guide for all aspects Review collected by and hosted on G2.com.

Recommendations to others considering QStory:

Do it now! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

Verified User in Computer Software

Small-Business (50 or fewer emp.)

10/27/2022

"Easy to use and efficient."

4/5

What do you like best about QStory?

It is easy to use the app, and it also helps users in increasing productivity. Review collected by and hosted on G2.com.

What do you dislike about QStory?

It can give more detailed reports and user inferface. Review collected by and hosted on G2.com.

Andy M.

Real Time Analyst

Enterprise (> 1000 emp.)

10/22/2021

"Our new way of working, wish we'd got it sooner"

5/5

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.