QStory

What QStory does

QStory is a UK-based private SaaS company that sells an AI-driven workforce management (WFM) platform purpose-built for enterprise contact centres. Founded in May 2016 and headquartered in London (Office One, 1 Coldbath Square, Farringdon), the company operates as QStory Ltd. with 11–50 employees. The platform is sold via direct enterprise sales under a quote-based, annual subscription model, evidenced by the "Request a demo" go-to-motion and the absence of publicly disclosed pricing.

The product is a unified suite of seven interconnected modules — Workforce Management, Forecasting, Scheduling, Schedule Optimisation, Real-Time Management, Employee Engagement, and Back Office — that share data across the WFM lifecycle. Core technical mechanisms include AI-driven forecasting of multi-channel resource needs, automated schedule generation, real-time intraday matching of supply to demand with adherence nudges, and a schedule-optimisation engine that automatically repurposes idle agent capacity for offline activities (training, coaching, one-to-ones) while protecting service levels. Documented customer outcomes include a 25% attrition reduction at eBay (via the Agent App), an 87% increase in coaching time per agent at Jet2, and 400,000 hours repurposed in a year at NatWest.

QStory serves enterprise contact centres across financial services (Nationwide Building Society, NatWest, Direct Line Group), travel and leisure (Jet2), e-commerce (eBay, Fabletics), home services (Vivint), financial services/fintech (Enova), retail (Merchants), energy (OVO Energy), utilities (Anglian Water), and professional services (CGI). The company is led by Co-Founder & CEO Fiona Coleman alongside co-founders Barry Jones (Product Director) and David Preece (Pre-Sales Consultant). It has earned industry recognition including Frost & Sullivan's 2025 European Workforce Management Enabling Technology Leadership Recognition and consecutive Forum Partnership Awards with eBay (2025) and Nationwide (2026). The company rebranded its primary web presence from qstory.co.uk to qstory.ai, signalling an AI-led positioning.

Name

QStory

Legal name

QStory Ltd.

Website

https://qstory.co.uk

Company type

Private

Founded year

2016

Operating status

Operating

Headcount range

11–50 employees

Short description

QStory is a UK-based SaaS company that provides an AI-driven workforce management platform for enterprise contact centres, integrating forecasting, scheduling, real-time management, and employee engagement to reduce attrition and optimise agent capacity.

Ownership category

akta.pro rank

Product category

Workforce Management Software

NAICS

Computer Systems Design and Related Services (5415)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Enterprise Work Management & Collaborative Workflow Platforms (HDAEAHAI)

akta.pro secondary industry

iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG)

Keywords

• Workforce management software
• Contact centre solutions
• AI scheduling platform
• Employee engagement tools
• Real-time management

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Workforce Management Platform Subscription: QStory offers a SaaS-based workforce management platform for contact centers, likely with subscription-based pricing based on platform access and features.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels6 records

Core offering

QStory provides a unified SaaS workforce management platform for enterprise contact centres, integrating forecasting, scheduling, real-time management, employee engagement, and back office optimization. The platform uses AI-driven optimization to adapt schedules in real time, repurpose hidden capacity into productive activities, and give agents service-level safe flexibility, helping organisations balance operational performance, customer satisfaction and employee experience.

Product overview

QStory is a unified contact centre workforce management (WFM) platform that operates as an integrated suite of modules. The platform consists of the core QStory Platform with seven interconnected modules: Workforce Management (the central hub), Forecasting (for predicting resource needs), Scheduling (for creating optimized shift patterns), Schedule Optimisation (for turning idle time into productive activities), Real-Time Management (for intraday automation and adherence), Employee Engagement (for agent autonomy and attrition reduction), and Back Office (for managing non-contact operations). These modules work together as a cohesive system, connecting seamlessly to share data between forecasting, scheduling, and real-time management functions, enabling organizations to react to events as they happen, match supply to demand automatically, and balance operational performance with employee experience.

Differentiator

Problem solved

Functional benefit

Products and services

• QStory Platform A unified contact centre workforce management platform that integrates forecasting, scheduling, real-time management, and employee engagement capabilities to help enterprise organizations balance operational performance, customer satisfaction, and employee experience.
• Workforce Management Core WFM module that brings resource and demand profiles together to create schedules, fully optimised to meet demand effectively and efficiently for enterprise contact centres.
• Forecasting Predicts resource needs across all channels with an easy-to-use, fully-integrated forecasting module that connects seamlessly with scheduling and other WFM tools for contact centre operations.
• Scheduling Creates fully optimised schedules and shift patterns that successfully meet the competing needs of operations, teams, and customers across every channel supported by the contact centre.
• Schedule Optimisation Turns unproductive idle time into valuable activities like training and one-to-ones while proactively mitigating threats to keep SLAs on track in the contact centre.
• Real-Time Management Manages intraday operations by matching real supply to real demand, automating remediation actions and using real-time adherence nudges to keep contact centre teams on track.
• Employee Engagement Reduces costly attrition and improves E-NPS scores by giving contact centre teams flexibility and autonomy over their schedules with service-level safe flexibility.
• Back Office Provides complete control over back office operations with real-time visibility, scheduling optimisation and intelligent work item management that prioritises tasks to reduce unnecessary frontline contact.

Quantifiable outcome

• 87% increase in coaching time per agent (Jet2)
• +2 more outcomes

Named customers12 records

Segments1 record

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability4 records

Feature6 records

Partnerships

Two partnerships are on record, tiered core.

• Nationwide Building SocietycoreStrategic or Co-development Partner · 1 January 2026QStory and Nationwide Building Society won The Forum Partnership Awards 2026 for their ongoing partnership in delivering colleague flexibility, particularly in areas that it has traditionally not been available. Nationwide uses QStory's platform to enable greater flexibility for contact centre teams.
• eBaycoreStrategic or Co-development Partner · 1 January 2025QStory and eBay won The Forum Partnership Awards 2025 and were Highly Commended at ECCCS Awards 2025 for their collaboration in delivering radical autonomy and flexibility to eBay's frontline teammates. eBay implemented QStory's Agent App contributing to a 25% reduction in attrition.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• NICE Ltd. NICE is the dominant contact center WFM vendor globally, offering NICE WFM as a flagship enterprise product. It is the most direct competitor to QStory, serving the same enterprise contact center buyers with overlapping forecasting, scheduling and real-time management capabilities.
• Calabrio: Calabrio ONE is a pure-play contact center workforce engagement suite with WFM, quality management and analytics. It competes head-to-head with QStory in mid-market and enterprise contact centers and is widely regarded as the closest standalone WFM peer.
• Verint: Verint offers Workforce Management as part of its broader customer engagement portfolio, targeting large enterprise contact centers. Like QStory, it emphasizes employee engagement and back-office optimization alongside core scheduling.
• Aspect Software: Aspect offers Aspect Workforce Management, a long-standing enterprise WFM product focused on contact center forecasting, scheduling and adherence. It serves the same enterprise buyer profile as QStory and competes directly for legacy WFM replacement deals.
• Alvaria: Alvaria offers workforce engagement management solutions including WFM, performance management and quality for contact centers. It targets large enterprise deployments similar to QStory's Jet2, NatWest and eBay tier customers.

Broad incumbents

• Genesys: Genesys is a leading CCaaS platform that bundles workforce management (Genesys Cloud WFM) into its broader contact center suite. It competes with QStory when enterprise buyers prefer a single-vendor CCaaS+WFM stack over a best-of-breed WFM approach.
• Five9: Five9 is a leading cloud CCaaS provider with embedded WFM capabilities acquired and built over time. It competes with QStory via bundled CCaaS+WFM offerings targeting the same enterprise contact center customer base.
• 8x8: 8x8 provides cloud contact center and unified communications with workforce management features integrated into its platform. It overlaps with QStory for mid-market and enterprise buyers seeking an all-in-one CCaaS+WFM solution.

Emerging players

• PlayVox: PlayVox provides cloud-based workforce engagement (WFM, quality, performance, coaching) for contact centers, often positioned as a modern alternative to legacy WFM. It overlaps with QStory in the AI-augmented scheduling and engagement layer, though typically at smaller deal sizes.
• Zoho (Zoho Meeting/Assist for contact centers): Zoho's broader CX suite includes scheduling and workforce-adjacent functionality serving SMB and mid-market contact centers. It is a partial competitor to QStory in the smaller-end of the market where Zoho's price-point advantage can win.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/qstory-ltd

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about QStory