Our Own Annette Quintana is the 2016 APEX CEO of the Year Award Winner!

Posted by Steven Brier on Nov 28, 2016 2:30:22 PM

We had a feeling it was true ... and so it's really great to have a highly respected outside organization like the Colorado Technology Association (CTA) confirm what we believe - that Annette Quintana is one amazing CEO!  

Please join us in congratulating Annette for this recognition!

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Topics: News

Who wants to take calls in the middle of the night?  We Do!

Posted by Matt Stephenson on Nov 22, 2016 4:27:43 PM

For many small- and medium-sized organizations, the need for expert technical help doesn’t end at closing time.  Many have mission-critical operations that extend into the wee hours of the night and some even go around the clock.  But staffing a 24-hour service desk operation that can make sure productivity doesn’t stop when a problem arises is a costly and difficult proposition.  Besides that, when you don’t have the volume to keep an on-staff technician busy, it seems like a waste of valuable resources.

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Topics: Managed Services, Help Desk, Computer Issues, Exceptional Customer Experience, Security, Outsourcing

Straight Talk - 5 Reasons to Outsource IT Services

Posted by Chris Keithley on Nov 16, 2016 3:46:34 PM

Now that we’ve officially entered the era of “straight talk,” I thought it would be appropriate to provide a bit of my own on the topic of outsourcing IT services.  I’ve boiled it down to five key points.  Why it's always five, I have no idea!

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Topics: Managed Services, Help Desk, Computer Issues, IT Support, Exceptional Customer Experience, Outsourcing

5 Reasons to Outsource Your IT Service Desk

Posted by Ken Smith on Oct 13, 2016 1:38:16 PM

An IT service desk is a vital resource for companies of all sizes.  While the smallest companies may get by with part-time IT staff or other limited support options, many companies with more than 100 employees often rely on an internal IT help desk to get the technical support they need.

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Topics: Managed Services, Help Desk, IT Support

PART TWO: Istonish Celebrates 25 Years in Business

Posted by Thelma Jernberg on Oct 27, 2015 9:11:07 AM

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Topics: Uncategorized

Annette and Victoria Quintana: The Road to Celebrating 25 Years in Business

Posted by Debbie Josendale on Oct 21, 2015 11:10:37 AM

Annette and Victoria Quintana, co-founders of Istonish share their thoughts on what it takes to start and build a sustainable company. And what it’s like to work with your sister for twenty five years.

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Topics: Uncategorized

Third Party Verification (TPV) for Phone Service

Posted by Debbie Josendale on Aug 26, 2015 3:53:26 PM

You just signed up for new cable or phone service and suddenly you’re being transferred to a third party verification service (TPV).  Have you ever wondered why? Although TPV is used to verify many other types of transactions, the most common use is to verify your phone service. Following are 7 things you need to know about TPV.

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Topics: Uncategorized

Data Security: 10 Lessons Learned from Real World FTC Cases

Posted by Istonisher on Aug 26, 2015 12:02:27 PM

Stay ahead of the data security threat by learning real life lessons from the new “Start with Security” white paper published by the Federal Trade Commission (FTC). This guide draws on the lessons learned from over 50 data security cases handled by the FTC.  What’s interesting is that most of the issues that caused data breaches are the result of basic, fundamental security missteps.

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Topics: Security

Slack Gets Hacked, Adds Two-Factor Authentication

Posted by Istonisher on Mar 30, 2015 2:49:46 PM

From WIRED-The buzzy collaboration platform, Slack, has blown up over the last year, with half a million daily users and a $2.8 billion valuation. Now it’s just hit a different milestone for budding startups: Getting humiliated by hackers who defeated its not-quite-ready-for-prime-time security protections.

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Topics: Uncategorized

Top 2 Things To Implement In Your IVR System's Top Menu

Posted by Tom Walje on Mar 11, 2015 8:41:28 AM

Our friends at Software Advice, a VoIP market research and reviews website, recently conducted their own survey by calling the Interactive Voice Response (IVR) systems of 50 customer service-oriented Fortune 500 companies. They collected metrics on how those companies implement their IVR technology. Software Advice then interviewed specialists in operations research and call center bench-marking (the scientific comparison of call center performance metrics) to get their thoughts on best practices for IVR design. Here is one component of their findings:

Depending on a company's business model, the number of options callers are offered in the top menu will change. The average number of menu options for Software Advice's survey was 4.16. But if your company needs numerous options on the top menu, there are two key elements on which to focus.

Eliminate Submenus By Using Open-Ended Questions and ‘Next’ Options

Two of the companies Software Advice called simply prompted the caller for an open-ended response instead of offering a menu. Eric Tober, principal speech solutions scientist for Interactive Intelligence (a leading supplier of contact center solutions), explains that this sort of structure, known as “natural language understanding (NLU),” uses “statistical language models and call routing [to] greatly expand the number of distinct selections (150-plus) a caller can make, while enabling a more natural, open dialog.”

Such structures are ideal for companies that offer numerous services through their IVRs, he adds, since they streamline IVR systems by effecting “greater flattening of the menu structure for many callers.” In other words, callers don’t have to go nearly as deep into IVR submenus to complete a task. Continue reading article...

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Topics: Interactive Voice Response System