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	<title><![CDATA[call centers Resources | ZDNet]]></title>
	<link><![CDATA[http://updates.zdnet.com/tags/call+centers.html]]></link>
	<description><![CDATA[White papers, case studies, technical articles, and blog posts relating to call centers]]></description>
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	<language>en-us</language>
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		<title><![CDATA[Brekeke PBX 2.3.8.4 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1201511]]></link>
		<description><![CDATA[An award-winning product, Brekeke PBX is a SIP-based IP-PBX system for call centers, enterprises and service providers. Brekeke PBX solutions are cost-effective and provide flexibility to meet each telephony system&apos;s requirements. Brekeke PBX comes in two editions: Basic Edition with traditional telephony features and Pro Edition which includes a full...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Wed, 02 Dec 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/pbx.html"><![CDATA[PBX]]></category>
		<category domain="http://updates.zdnet.com/tags/brekeke+software+inc..html"><![CDATA[Brekeke Software Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/brekeke+pbx.html"><![CDATA[Brekeke PBX]]></category>
		<category domain="http://updates.zdnet.com/tags/brekeke+pbx+solution.html"><![CDATA[Brekeke PBX Solution]]></category>
		<category domain="http://updates.zdnet.com/tags/telephony.html"><![CDATA[Telephony]]></category>
		<category domain="http://updates.zdnet.com/tags/voip.html"><![CDATA[VOIP]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/telecommunications.html"><![CDATA[Telecommunications]]></category>
		<category domain="http://updates.zdnet.com/tags/networking.html"><![CDATA[Networking]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
	</item>
	<item>
		<title><![CDATA[Multi Clipboard 09.12.01 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1200727]]></link>
		<description><![CDATA[This is a handy time-saving program if you often use pre-fabricated text canned messages, such as for a Help Desk or Tech Support response. There are 33 text fields per page or project. You can have as many pages as you want. You can have thousands of fields if you...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Tue, 01 Dec 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/windows+clipboard.html"><![CDATA[Windows Clipboard]]></category>
		<category domain="http://updates.zdnet.com/tags/electrasoft.html"><![CDATA[ElectraSoft]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/operating+systems.html"><![CDATA[Operating Systems]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
	</item>
	<item>
		<title><![CDATA[R&D bursts onto the Bangalore scene]]></title>
		<link><![CDATA[http://news.zdnet.com/2424-9595_22-368796.html]]></link>
		<description><![CDATA[Not long ago the world pictured Bangalore as an outsourcing hub full of call center agents and paid-by-the-hour software workers. How that has changed.  Years ago, when the world pictured Bangalore they imagined an outsourcing hub full of call center agents and paid-by-the-hour software workers. How that has changed....]]></description>
		<s:doctype><![CDATA[News items]]></s:doctype>
		<pubDate>Mon, 30 Nov 2009 05:56:54 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/bangalore.html"><![CDATA[Bangalore]]></category>
		<category domain="http://updates.zdnet.com/tags/r%2526d.html"><![CDATA[R&D]]></category>
		<category domain="http://updates.zdnet.com/tags/research+%2526+development.html"><![CDATA[Research & Development]]></category>
		<category domain="http://updates.zdnet.com/tags/managed+hosting.html"><![CDATA[Managed Hosting]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/business+operations.html"><![CDATA[Business Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/outsourcing+%2526+subcontracting.html"><![CDATA[Outsourcing & Subcontracting]]></category>
		<category domain="http://updates.zdnet.com/tags/outsourcing.html"><![CDATA[outsourcing]]></category>
		<category domain="http://updates.zdnet.com/tags/saritha+rai+silicon.com.html"><![CDATA[Saritha Rai silicon.com]]></category>
	</item>
	<item>
		<title><![CDATA[Public Folder HelpDesk 10.1.179 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1199923]]></link>
		<description><![CDATA[Collaborate on helpdesk tickets in Outlook. Create tickets from e-mail or webform. Describe problems using attached files and rich text. Sort tickets. Get information from the Outlook contacts or the GAL. Open tickets are stored in Outlook and in an Access or SQL database. Closed tickets are retained only in...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Mon, 30 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/ticket.html"><![CDATA[Ticket]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/kalmstrom+business+solutions.html"><![CDATA[Kalmstrom Business Solutions]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+outlook.html"><![CDATA[Microsoft Outlook]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+office.html"><![CDATA[Microsoft Office]]></category>
		<category domain="http://updates.zdnet.com/tags/groupware.html"><![CDATA[Groupware]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+excel.html"><![CDATA[Microsoft Excel]]></category>
		<category domain="http://updates.zdnet.com/tags/databases.html"><![CDATA[Databases]]></category>
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		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/data+management.html"><![CDATA[Data Management]]></category>
	</item>
	<item>
		<title><![CDATA[Web Help Desk Pro 9.2.3.1 (Mac)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1196677]]></link>
		<description><![CDATA[This help desk software Pro edition of Web Help Desk for Mac OS X Server offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, track billable time & materials, LDAP & AD...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Wed, 25 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/asset.html"><![CDATA[Asset]]></category>
		<category domain="http://updates.zdnet.com/tags/web.html"><![CDATA[Web]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+macintosh.html"><![CDATA[Apple Macintosh]]></category>
		<category domain="http://updates.zdnet.com/tags/macsdesign+studio.html"><![CDATA[MacsDesign Studio]]></category>
		<category domain="http://updates.zdnet.com/tags/web+help+desk.html"><![CDATA[Web Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/asset+management.html"><![CDATA[Asset Management]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/financial+services.html"><![CDATA[Financial Services]]></category>
		<category domain="http://updates.zdnet.com/tags/operational+planning.html"><![CDATA[Operational Planning]]></category>
		<category domain="http://updates.zdnet.com/tags/finance.html"><![CDATA[Finance]]></category>
		<category domain="http://updates.zdnet.com/tags/business+operations.html"><![CDATA[Business Operations]]></category>
	</item>
	<item>
		<title><![CDATA[Web Help Desk Free 9.2.3.1 (Mac)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1196679]]></link>
		<description><![CDATA[The free help desk software edition of Web Help Desk for Mac OS X server installation offers an industry leading web-based help desk software feature set that allows you to track and fulfill all of your technical support trouble tickets and customer service requests with ease, all through an intuitive...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Wed, 25 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/web.html"><![CDATA[Web]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+service.html"><![CDATA[Customer Service]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+macintosh.html"><![CDATA[Apple Macintosh]]></category>
		<category domain="http://updates.zdnet.com/tags/macsdesign+studio.html"><![CDATA[MacsDesign Studio]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/ldap.html"><![CDATA[LDAP]]></category>
		<category domain="http://updates.zdnet.com/tags/channel+management.html"><![CDATA[Channel Management]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/directory+services.html"><![CDATA[Directory Services]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
	</item>
	<item>
		<title><![CDATA[HelpDesk OSP for Outlook and SharePoint 2.0.0378 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1196873]]></link>
		<description><![CDATA[HelpDesk OSP connects Outlook to SharePoint/Office Live. HelpDesk OSP can be used for many kinds of issue tracking and user support. The software is safe for the future, since it builds on SharePoint, an environment that Microsoft is favoring strongly. HelpDesk OSP supports SSL and NTLM and works with MOSS...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Wed, 25 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/microsoft+outlook.html"><![CDATA[Microsoft Outlook]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+sharepoint.html"><![CDATA[Microsoft SharePoint]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/kalmstrom+business+solutions.html"><![CDATA[Kalmstrom Business Solutions]]></category>
		<category domain="http://updates.zdnet.com/tags/helpdesk+osp.html"><![CDATA[HelpDesk OSP]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/content+management.html"><![CDATA[Content Management]]></category>
		<category domain="http://updates.zdnet.com/tags/groupware.html"><![CDATA[Groupware]]></category>
		<category domain="http://updates.zdnet.com/tags/collaboration.html"><![CDATA[Collaboration]]></category>
		<category domain="http://updates.zdnet.com/tags/e-mail.html"><![CDATA[E-mail]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://updates.zdnet.com/tags/online+communications.html"><![CDATA[Online Communications]]></category>
	</item>
	<item>
		<title><![CDATA[PeerTranet Business 2010 Free Edition 4.0 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1195921]]></link>
		<description><![CDATA[If you are starting up a small business or already have a business and want to achieve greater efficiencies, then peerTranet Business inventory solution may be able to help you save time, money and gain a competitive advantage. PeerTranet Business 2010 is a free program that can manage your inventory,...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Tue, 24 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/peertranet.html"><![CDATA[PeerTranet]]></category>
		<category domain="http://updates.zdnet.com/tags/peertranet+business+2010.html"><![CDATA[PeerTranet Business 2010]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/asset+management.html"><![CDATA[Asset Management]]></category>
		<category domain="http://updates.zdnet.com/tags/smb%252fsme.html"><![CDATA[Smb/Sme]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/storage.html"><![CDATA[Storage]]></category>
		<category domain="http://updates.zdnet.com/tags/tools+%2526+techniques.html"><![CDATA[Tools & Techniques]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/financial+services.html"><![CDATA[Financial Services]]></category>
		<category domain="http://updates.zdnet.com/tags/operational+planning.html"><![CDATA[Operational Planning]]></category>
		<category domain="http://updates.zdnet.com/tags/finance.html"><![CDATA[Finance]]></category>
		<category domain="http://updates.zdnet.com/tags/business+operations.html"><![CDATA[Business Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/hardware.html"><![CDATA[Hardware]]></category>
		<category domain="http://updates.zdnet.com/tags/management.html"><![CDATA[Management]]></category>
	</item>
	<item>
		<title><![CDATA[Abacus HelpDesk 5.0 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1190679]]></link>
		<description><![CDATA[Abacus HelpDesk supports your help desk with complete service and support, call tracking, knowledge management, problem resolution, call management, statistic reports, and invoice handling. With the SQL-connection module, Abacus HelpDesk supports MS SQL server to handle large databases. Multi-language support, Citrix and Terminal server support, and remote computing.   ]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Thu, 19 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/support.html"><![CDATA[Support]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/le-software+sweden.html"><![CDATA[LE-Software Sweden]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
	</item>
	<item>
		<title><![CDATA[Spiceworks IT Desktop 4.1.42130 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1187253]]></link>
		<description><![CDATA[Spiceworks IT Desktop is a network inventory, monitoring and help desk application designed, tested and used by 700,000 IT pros in 193 countries. It takes minutes to install, has a friendly browser-based interface. It combines the features needed every day to a manage a network in a small or medium-sized...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Tue, 17 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/asset.html"><![CDATA[Asset]]></category>
		<category domain="http://updates.zdnet.com/tags/network.html"><![CDATA[Network]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/spiceworks.html"><![CDATA[Spiceworks]]></category>
		<category domain="http://updates.zdnet.com/tags/spiceworks+it+desktop.html"><![CDATA[Spiceworks IT Desktop]]></category>
		<category domain="http://updates.zdnet.com/tags/asset+management.html"><![CDATA[Asset Management]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/financial+services.html"><![CDATA[Financial Services]]></category>
		<category domain="http://updates.zdnet.com/tags/operational+planning.html"><![CDATA[Operational Planning]]></category>
		<category domain="http://updates.zdnet.com/tags/finance.html"><![CDATA[Finance]]></category>
		<category domain="http://updates.zdnet.com/tags/business+operations.html"><![CDATA[Business Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
	</item>
	<item>
		<title><![CDATA[UltraVNC 1.0.8.0 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1181221]]></link>
		<description><![CDATA[UltraVNC is a powerful, easy to use and free software that can display the screen of another computer via internet or network on your own screen. The program allows you to use your mouse and keyboard to control the other PC remotely. It means that you can work on a...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Sun, 08 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/computer.html"><![CDATA[Computer]]></category>
		<category domain="http://updates.zdnet.com/tags/ultravnc.html"><![CDATA[UltraVNC]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/productivity.html"><![CDATA[Productivity]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
	</item>
	<item>
		<title><![CDATA[Nexus Concepts Desktop Share 2.3 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1191259]]></link>
		<description><![CDATA[Free remote control / remote help desk application similar to LogMeIn Rescue or GoToMyPC featuring no installation, small size (200KB), gets through firewalls and is customizable making it perfect for technical support companies. You can even host the service on your own web server. ]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Sat, 07 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/nexus+concepts.html"><![CDATA[Nexus Concepts]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/web+servers.html"><![CDATA[Web Servers]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/internet.html"><![CDATA[Internet]]></category>
	</item>
	<item>
		<title><![CDATA[Net Send GUI - Enterprise Messaging System 2.1.1.2 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1178851]]></link>
		<description><![CDATA[Smart-X Net Send GUI - Enterprise Messaging System sends rich text pop-up messages to selected users, groups and computer accounts in your organization. Tracks which users received / approved the message. Supports terminal / Citrix server. Views connectivity status and details of users in the organization. Ideal solution for large...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Tue, 03 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/messaging.html"><![CDATA[Messaging]]></category>
		<category domain="http://updates.zdnet.com/tags/gui.html"><![CDATA[GUI]]></category>
		<category domain="http://updates.zdnet.com/tags/smart-x.html"><![CDATA[Smart-X]]></category>
		<category domain="http://updates.zdnet.com/tags/instant+messaging.html"><![CDATA[Instant Messaging]]></category>
		<category domain="http://updates.zdnet.com/tags/groupware.html"><![CDATA[Groupware]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/internet.html"><![CDATA[Internet]]></category>
		<category domain="http://updates.zdnet.com/tags/online+communications.html"><![CDATA[Online Communications]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
	</item>
	<item>
		<title><![CDATA[Mouse Tracks 2009 7.2.1 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1183619]]></link>
		<description><![CDATA[Mouse Tracks is a PC Inventory and Help Desk software package. The program gives your IT staff the tools required to do automated hardware and software audits and the capability to track IT equipment from purchase through disposal. Mouse Tracks includes a comprehensive Help Desk module with integrated e-mail. The...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Mon, 02 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/audit.html"><![CDATA[Audit]]></category>
		<category domain="http://updates.zdnet.com/tags/mouse.html"><![CDATA[Mouse]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/gritware.html"><![CDATA[Gritware]]></category>
		<category domain="http://updates.zdnet.com/tags/mouse+tracks.html"><![CDATA[Mouse Tracks]]></category>
		<category domain="http://updates.zdnet.com/tags/mice.html"><![CDATA[Mice]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/hardware.html"><![CDATA[Hardware]]></category>
		<category domain="http://updates.zdnet.com/tags/peripherals.html"><![CDATA[Peripherals]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
	</item>
	<item>
		<title><![CDATA[UCCXD - Contact Center Express/Unified IP IVR Deployment v3.0]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1190173]]></link>
		<description><![CDATA[View Available Dates and LocationsIn this course, you will gain hands-on experience and knowledge of tasks typically performed to deploy Contact Center Unified Contact Center Express v7.0 and Unified IP IVR v7.0, two products that run on the Unified Contact Center Express Engine. Tasks include planning, installation, configuration tasks, troubleshooting,...]]></description>
		<s:doctype><![CDATA[Training]]></s:doctype>
		<pubDate>Sun, 01 Nov 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/contact+center.html"><![CDATA[Contact Center]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
	</item>
	<item>
		<title><![CDATA[Newport City Council Boosts Customer Service With Citizen-Centric Approach to CRM]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1200105]]></link>
		<description><![CDATA[The contact center at Newport City Council serves as a central hub for all inquiries from a population of 137,000. The council's IT department had already invested in new infrastructure and hardware, so it was the ideal time for the contact center to upgrade its CRM system. This upgrade enabled...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Sun, 01 Nov 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/customer+service.html"><![CDATA[Customer Service]]></category>
		<category domain="http://updates.zdnet.com/tags/oracle+corp..html"><![CDATA[Oracle Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/council.html"><![CDATA[Council]]></category>
		<category domain="http://updates.zdnet.com/tags/contact+center.html"><![CDATA[Contact Center]]></category>
		<category domain="http://updates.zdnet.com/tags/crm.html"><![CDATA[CRM]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">ORCL</category>
		<category domain="tickers">ORCL</category>
	</item>
	<item>
		<title><![CDATA[Brazilian IT Products Supplier Supports Web-Based Services and Extends Opportunities]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1200151]]></link>
		<description><![CDATA[In 2007, a Brazil-based Microsoft Innovation Center, run by IT services provider Allen Informática Allen, participated in the first Microsoft Live@edu training, which took place in the United States. Soon after, Allen started implementing Microsoft Live@edu in local universities and town halls; however, customer support services were not available in...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Sun, 01 Nov 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/brazil.html"><![CDATA[Brazil]]></category>
		<category domain="http://updates.zdnet.com/tags/web.html"><![CDATA[Web]]></category>
		<category domain="http://updates.zdnet.com/tags/supplier.html"><![CDATA[Supplier]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+corp..html"><![CDATA[Microsoft Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/channel+management.html"><![CDATA[Channel Management]]></category>
		<category domain="http://updates.zdnet.com/tags/it+services.html"><![CDATA[It Services]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">MSFT</category>
		<category domain="tickers">MSFT</category>
	</item>
	<item>
		<title><![CDATA[TDC Saves $700,000 Annually With Microsoft Customer Care Framework]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1200235]]></link>
		<description><![CDATA[TDC found that its disparate CRM legacy systems were simply no longer equipped to support the aggressive sales strategy that the company was poised to implement. The customer care system being used by TDC's contact center staff was distributed across multiple applications, making it difficult for employees to quickly and...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Sun, 01 Nov 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/legacy+system.html"><![CDATA[Legacy System]]></category>
		<category domain="http://updates.zdnet.com/tags/contact+center.html"><![CDATA[Contact Center]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+corp..html"><![CDATA[Microsoft Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/tdc.html"><![CDATA[TDC]]></category>
		<category domain="http://updates.zdnet.com/tags/hardware+upgrade.html"><![CDATA[Hardware Upgrade]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/sales+strategy.html"><![CDATA[Sales Strategy]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/hardware.html"><![CDATA[Hardware]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/sales.html"><![CDATA[Sales]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">MSFT</category>
		<category domain="tickers">MSFT</category>
	</item>
	<item>
		<title><![CDATA[Web Help Desk Pro 9.2.2.1 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1170487]]></link>
		<description><![CDATA[This help desk software Pro edition of Web Help Desk for Microsoft Windows offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, track billable time & materials, LDAP & AD integration, and...]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Sun, 25 Oct 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/asset.html"><![CDATA[Asset]]></category>
		<category domain="http://updates.zdnet.com/tags/web.html"><![CDATA[Web]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/macsdesign+studio.html"><![CDATA[MacsDesign Studio]]></category>
		<category domain="http://updates.zdnet.com/tags/web+help+desk.html"><![CDATA[Web Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/asset+management.html"><![CDATA[Asset Management]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/operational+planning.html"><![CDATA[Operational Planning]]></category>
		<category domain="http://updates.zdnet.com/tags/business+operations.html"><![CDATA[Business Operations]]></category>
	</item>
	<item>
		<title><![CDATA[Web Help Desk Free 9.2.2.1 (Windows)]]></title>
		<link><![CDATA[http://downloads.zdnet.com/abstract.aspx?docid=1170493]]></link>
		<description><![CDATA[This help desk software Free edition of Web Help Desk for Microsoft Windows offers an industry leading Web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, and LDAP & AD integration.   ]]></description>
		<s:doctype><![CDATA[Software downloads]]></s:doctype>
		<pubDate>Sun, 25 Oct 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/web.html"><![CDATA[Web]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows.html"><![CDATA[Microsoft Windows]]></category>
		<category domain="http://updates.zdnet.com/tags/macsdesign+studio.html"><![CDATA[MacsDesign Studio]]></category>
		<category domain="http://updates.zdnet.com/tags/help+desk.html"><![CDATA[Help Desk]]></category>
		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/it+operations.html"><![CDATA[It Operations]]></category>
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