In a significant nod to innovation in the workforce management space, Frost & Sullivan has named QStory the recipient of its 2025 European Enabling Technology Leadership Recognition. The award celebrates QStory’s groundbreaking, employee-centric platform that blends AI, real-time management, and flexible scheduling to drive measurable business performance and improve employee satisfaction.
The recognition marks QStory’s second major Frost & Sullivan accolade, following its 2021 Product Leadership Award, further cementing the company’s position as a leading force in workforce technology transformation.
Empowering the Modern Workforce with AI and Flexibility
QStory’s platform is designed for a new era of work—one where employee autonomy, adaptability, and operational excellence go hand in hand. Its technology helps organizations manage dynamic, distributed teams more effectively, while empowering employees to take control of their work-life balance.
The company’s mission, as articulated by Fiona Coleman, CEO & Co-Founder of QStory, is clear:
“Our mission has always been to empower organisations with technology that improves performance while enhancing the employee experience. This award builds on our commitment to driving innovation and creating meaningful, positive impact in transforming how our industry engages its people.”
By focusing on human-centric innovation, QStory has redefined what it means to manage, motivate, and retain talent in today’s fluid work environment.
What Makes QStory Stand Out
Frost & Sullivan’s benchmarking process evaluates companies on strategy effectiveness and strategy execution—and QStory excelled in both categories.
According to Alexander Michael, Vice President, ICT at Frost & Sullivan, QStory is helping the industry shift its mindset:
“Employee experience and business performance are not opposing forces but mutually reinforcing. QStory’s platform combines flexible technology, user-led innovation, and cultural alignment to empower modern teams to thrive.”
That philosophy is embedded in QStory’s design principles: co-creation, modularity, and scalability. Each feature is built in collaboration with customers, ensuring that the platform evolves alongside the organizations that use it.
Agent Flex: Redefining Employee Autonomy
Among its standout innovations, Agent Flex is a powerful feature that lets contact center agents take more control over their schedules. It offers on-demand flexibility—giving employees the ability to swap, shorten, or extend shifts dynamically based on business needs and personal priorities.
This feature has proven transformative. One QStory client reported a dramatic drop in attrition—from over 60% to around 25%—after implementing the platform. That kind of real-world impact highlights how employee empowerment translates directly into business performance.
A Unified, Intelligent Workforce Platform
Enterprises today face an increasingly complex tech ecosystem. QStory’s competitive edge lies in simplifying that complexity.
Its platform consolidates multiple workforce systems—agent engagement, real-time automation, and workforce planning—into a single, unified solution.
This all-in-one approach helps organizations:
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Reduce costs through platform consolidation
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Simplify procurement and integration across departments
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Boost efficiency by eliminating disconnected workflows
By centralizing workforce functions, QStory helps enterprises focus less on managing technology and more on managing outcomes.
Driving Real-Time Management and Operational Flexibility
In a world of hybrid teams, unpredictable demand, and constant change, the ability to make data-driven, real-time adjustments is no longer optional—it’s essential.
QStory’s intelligent automation engine provides live insights into staffing levels, agent activity, and service performance. Managers can act instantly to optimize resources, rebalance workloads, and improve both customer and employee experiences.
This responsiveness not only improves operational performance but also fosters a workplace culture that values transparency, adaptability, and trust.
A Visionary Approach to Workforce Technology
What sets QStory apart is its understanding that technology should adapt to people—not the other way around. The company’s modular platform design allows clients to adopt features at their own pace, ensuring scalability across diverse business environments—from front-office contact centers to back-office operations.
QStory’s co-creation model—developing new features in partnership with clients—builds deep customer engagement and long-term loyalty. This approach has resulted in industry-leading retention rates and a passionate user community that continues to shape the platform’s evolution.
Recognition for Industry Excellence
The Enabling Technology Leadership Recognition is one of Frost & Sullivan’s most prestigious honors, reserved for organizations that demonstrate outstanding strategic development and execution.
Award recipients must show clear evidence of market impact, customer satisfaction, and competitive differentiation through technology.
Frost & Sullivan commended QStory for “elevating how organizations approach employee engagement, operational flexibility, and real-time management,” positioning it as a benchmark for innovation in workforce management.
Frost & Sullivan’s Evaluation Process
Each year, Frost & Sullivan analysts conduct a rigorous benchmarking process involving:
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In-depth interviews with market participants
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Detailed analysis of product innovation and customer impact
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Comparative performance assessments across multiple dimensions
The goal is to identify best-in-class organizations that not only achieve commercial success but also set new standards for growth, innovation, and leadership.
QStory’s strong performance in both strategic categories—effectiveness and execution—earned it top marks for innovation excellence.
From Product Leadership to Technology Leadership
This 2025 recognition follows QStory’s earlier 2021 Product Leadership Award, signaling a clear trajectory of growth and consistency in innovation. Over the past few years, the company has continuously refined its platform, introducing new AI-driven tools and analytics that anticipate workforce needs rather than simply reacting to them.
It’s a testament to how vision, adaptability, and partnership can transform workforce management from a back-office function into a strategic advantage.
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