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Genticity Inc. Selected for Membership in Avaya DeveloperConnection Program

Network of companies creates innovative, IP-enabled Intelligent Communications applications that extend the value of multivendor networks

For Immediate Release:21 May 2007

CHARLOTTETOWN, Prince Edward Island – Genticity Inc., a leading provider of customer relationship management (CRM) software that enables businesses and contact centers to reach and respond to their customers, today announced it has been selected by Avaya Inc. (NYSE: AV), a leading global provider of business communications applications, systems and services, for membership in the Avaya DeveloperConnection program.
Genticity Inc. is the developer of Customer1™ for business contact centers and Citizen311 for public sector contact centers. Both applications provide an integrated agent desktop for case management, workflows driven by Service Level Agreements, easy access to information in an organization's knowledge base, delivering specific content to the customer service agent-based on interaction type and line of business.
The Customer1/Citizen311 solutions complement Avaya Interaction Center, which is an application for enterprise-class management of multimedia communications, including voice, video, email, Web chat and IP telephony. Customer1 provides value to Avaya Interaction Center by providing contact center agents with an integrated knowledge base and appropriate content so that customers get the right information and never have to repeat their story. Escalations driven by Service Level Agreements provide visibility into all interactions with the customer. As a result, companies can provide better and more accurate information to their customers, increase first call resolution for reduced operating costs and better customer satisfaction, and provide unparalleled business intelligence across the enterprise.
The Avaya DeveloperConnection program promotes the development, compliance-testing and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of technologies – including IP telephony, contact centers and mobility applications – helping companies extend the value of multivendor networks and transform voice into an intelligent business application that delivers true value to the bottom line.
"Membership in Avaya's developer community will help us build our business by serving customers more efficiently and effectively,” said Dan Derin, president of U.S. Operations, Genticity Inc. "Building on Avaya resources and working more closely with the company to deliver compliance-tested solutions to the market, we are able to reduce implementation time, improve security, scalability and reliability, and deliver results so businesses can quickly realize a benefit to their
bottom line."
The Avaya DeveloperConnection program currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created hundreds of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, wireless services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.
Through the DeveloperConnection program, Avaya provides a number of tools and capabilities to member companies. One example is Application Enablement Services (AES) - a set of application programming interfaces, protocols and Web services that makes it easier for developers to create Avaya-compatible networks, devices and applications.
"With the involvement of companies like Genticity Inc., our Avaya developer community has become a catalyst for rapid innovation — creating multivendor applications that help enterprises around the world unleash powerful new possibilities for operating more efficiently and effectively," said Eric Rossman, vice president, developer relations and technical alliances, Avaya. "We help businesses embed secure, reliable Intelligent Communications into the very fabric of their organization so
employees and customers have ready access to information regardless of where they are and how they prefer to communicate."
As a member of the DeveloperConnection program, companies have access to a wide range of support from Avaya, including technical resources and training. There are three levels of membership – Registered, Gold and Platinum – each entailing progressive levels of marketing and sales involvement. Free Registered membership is available to anyone interested in designing Avaya-compatible solutions. Gold-level members and Platinum members must meet rigorous Avaya criteria for customer satisfaction, product support, business operations, marketing and sales. Genticity Inc. is a gold member of the Avaya
DeveloperConnection program.
Membership information and a listing of solutions developed and tested under the DeveloperConnection program are available at
About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage.  More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: For more information on the Avaya DeveloperConnection Program, visit
About Genticity Inc.
Genticity creates software that enables businesses and contact centers to reach and respond to their customers. Our products, Customer1 and Citizen311, are award-winning solutions providing the ultimate in customer and constituent care while delivering rapid return on investment. Our professional staff has a combined call center and CRM industry experience of over one hundred years. As individuals and as a team, we strive to attain high levels of productivity, performance and industry excellence. Through the deployment of Customer1™, a powerful, highly flexible, easy to use and implement suite of software applications and services, Genticity delivers affordable, cost-effective solutions that produce meaningful results for our clients. Our dedication to our staff is reflected in the products and services we deliver, and our customers are our one priority. Our corporate head office is located in Charlottetown, Prince Edward Island Canada on the Atlantic Coast.
Other office locations are in Toronto, Ontario and Atlanta, Georgia.
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