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About Mike Picher

Michael is literally one of those people that can say, “I wrote the book on enterprise open source unified communications”. An accomplished technologist and writer, he authored the first comprehensive book about the open source project and software from SIPfoundry. With more than 20 years of communications and information technology engineering and consulting experience, Michael brings a very pragmatic perspective to the unified communications and collaboration market. He has architected hundreds of enterprise and managed service provider networks and communications solutions. Prior to joining eZuce, he co-developed what became one of Maine’s largest technology consulting and software development firms. After successfully selling the consulting business, Michael turned his attention to the growing IP telephony space. He has helped successfully deploy some of the region’s largest IP based communications systems. Michael received his B.S. degree in Computer Engineering from the University of Maine. He continues to support and advocate for open source projects on a global basis most recently sponsoring the siXcom project. In his free time, Mike enjoys time on his 150 acre farm in Maine, enjoys hunting, fishing with family and friends and is a competitive autocrosser.
  • Key Performance Indicators

5 Reports Every Contact Center Needs

To measure KPI’s and track performance
In a recent blog, Why We Love KPI’s (And you should Too!), I discussed the importance of being able to measure Key Performance Indicators (KPIs) in your call center. The KPI’s provide supervisors with actionable and valuable call/agent data which can be used to help ensure agents are providing customers […]

Why We Love KPI’s (And You Should, Too!)

Do you have the data you need to measure success in your call center?
I was once told by a contact center operations manager that “If you can’t measure it … it never happened.” On the surface, this feels like a drastic overstatement. But in the contact center environment, customer care and efficiency are of the […]

sipXcom Release 16.08

Summary
eZuce is pleased to announce the General Availability of sipXcom 16.08.

We’re continuing to focus more on fixes and minor improvements in 16.08 as work ramps up on the next generation of sipXcom. For those who watch the code repositories you should start to see some new projects appear.

Also as always, thanks to the Dev & […]

By |September 20th, 2016|Categories: News|Tags: , , |0 Comments

Configuring sipXcom DevOps style

After you install your sipXcom servers (DevOps style of course), the next step will be to configure them. The traditional method of configuring a single server or cluster of servers is to run sipxecs-setup on primary node, finish installation then go to Admin UI where you need to add your secondary servers (if you are […]

By |September 19th, 2016|Categories: Blog|Tags: , , |0 Comments

Upgrading Sipxcom cluster in DevOps style using Ansible

Ansible is a configuration management tool, one of the best available. This tool doesn’t need any clients installed on remote machines and uses ssh to execute remote commands on the servers that form the sipxcom cluster.

Normally, to upgrade a sipXcom cluster you need to download the latest sipxcom.repo on each of the servers. Then starting […]

  • sipXcom DevOps

Installing a Sipxcom cluster in DevOps style with Ansible and Vagrant

Installing a Sipxcom cluster in DevOps style with Ansible and Vagrant
The eZuce developers are preparing to move to microservices with a completely new design for our next generation unified collaboration system, we too (ops, support and generally non-dev staff) need to get familiar with the basics of the new DevOps trend.

I will write a few […]

By |September 1st, 2016|Categories: Blog|Tags: , , , , , , , , , |0 Comments
  • Redback video conferencing MSP Partner

Uniteme and Reachme Beta Release 16.04

April 25, 2016
Summary
eZuce is pleased to announce Beta Release 16.04 of our Uniteme unified communications and Reachme contact center solutions 16.04.

We continue to refine and update the current generation of Uniteme and Reachme with release 16.04. This release has combined 77 enhancements or fixes for the two products.

We’re excited that we’re starting to see more […]

By |April 28th, 2016|Categories: News|Tags: , , , , , , |0 Comments
  • Enterprise SBC

Why Your Unified Communications System Needs A Session Border Controller?

Session Border Controller (SBC) solutions are a basic requirement for enterprise class unified voice communications systems.
  • Communications overload

Communications Tool Overload

We have all the communications tools we need… and then some. Desk phones, softphones, cell phones, chat clients, conference bridges and video collaboration are part of the tangled communications web that has been weaved for us.

At eZuce we’re working to simplify the communications fabric. In our latest beta clients we’ve introduced the ability to connect […]

  • Reachme Contact Center is a modern Call Center and Help Desk solution that helps customers find the right person, with the right skills, at the right time.

Shining “Light” on Your Contact Center

Shining “Light” on Your Contact Center
What does the next generation contact center look like?
This is a question that is answered in many different ways by many different groups of people, however they typically incorporate these common themes:

Support of multiple “channels” of communication between customers and contact center representatives
Mobility of both the customers and representatives
Cloud, Private […]

By |February 18th, 2016|Categories: Blog|Tags: |0 Comments