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PR Contact |
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For public relations
inquiries, please contact:
Melissa Stahley
Consona Corporation
317.249.1270
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Press Release
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Pharmacy Benefit Management Leader Deploys Award-Winning Knowledge
Management for Call Centers
Cupertino, CA, October 25, 2005 - KNOVA Software (OTC Bulletin
Board: KNVS), a leading provider of service resolution management applications,
today announced that Express Scripts, Inc.®, one of the largest pharmacy benefit
management companies in North America, will deploy KNOVA 6.5, KNOVA's award-winning
application suite, to help Express Scripts' more than 4,000 patient care advocates
resolve patient questions.
"Our employees, especially in our Contact Centers, are looking forward to the search
and information navigation functionality that KNOVA offers them," says Leslie Salyer,
ESI's Patient Services Senior Director of Knowledge Management and Communications.
"KNOVA's application will help agents find information they need to quickly respond
to questions and solve issues. With fast and accurate search, agents can easily
refine their search to access similar or alternative content. It will also provide
them with alternative and similar content. On the authoring side we have an analytic
tool that helps a relatively small team maintain a large knowledge base."
Express Scripts conducted a very thorough evaluation of vendors in the market and
found that KNOVA offered the most complete solution. The great natural language
search and business process support made KNOVA the optimal choice for Express Scripts.
"As one of the largest pharmacy benefit management companies in the United States,
Express Scripts plays a pivotal role in the quality of healthcare millions of Americans
receive," said Bruce Armstrong, CEO of KNOVA. "With this new service resolution
management infrastructure, Express Scripts will help and satisfy patients with answers
to their questions across all channels."
About Express Scripts
Express Scripts, Inc. is one of the largest pharmacy benefit management (PBM) companies
in North America, providing PBM services to over 50 million patients through facilities
in 13 states and Canada. Express Scripts serves thousands of client groups, including
managed-care organizations, insurance carriers, third-party administrators, employers
and union-sponsored benefit plans.
Express Scripts provides integrated PBM services, including network pharmacy claims
processing, mail pharmacy services, benefit design consultation, drug utilization
review, formulary management, disease management, medical and drug data analysis
services, and medical information management services. The Company also provides
distribution services for specialty pharmaceuticals through its Specialty Distribution
subsidiary. Express Scripts is headquartered in St. Louis, Missouri. More information
can be found at www.express-scripts.com
, which includes expanded investor information and resources.
About KNOVA 6.5
KNOVA 6.5, KNOVA's award-winning application suite is built on a next-generation
search and knowledge management platform. KNOVA 6.5 applications include:
- KNOVA Contact Center: An assisted-service application that automates the
resolution process for customer service agents and support analysts
- KNOVA Self-Service: A next-generation self-service application that enables
customers to help themselves with a personalized, proactive self-service experience
- KNOVA Forums: An integrated forums application for peer-service that enables
customers to help each other while providing valuable feedback
- KNOVA Field Service: A knowledge-empowered mobile support application that
enables service professionals to quickly resolve customer issues on-site
- KNOVA Knowledge Desk: A robust knowledge management solution
that empowers service desks to quickly resolve problems and questions
About KNOVA Software
KNOVA Software is a leading provider of service resolution management applications
that reduce service costs, increase revenues and improve customer satisfaction.
Built on a next-generation search and knowledge management platform, KNOVA's suite
of knowledge-empowered customer service applications automate the resolution process
across multiple channels including contact centers, help desks, email and self-service
sites. Industry leaders including EDS, Ford, HP, H&R Block, Novell, Merrill Lynch,
McAfee, Reuters and QUALCOMM rely on KNOVA's award-winning solutions to deliver
world-class customer service. KNOVA Software is headquartered in Cupertino, Calif.
For more information, visit www.knova.com.
KNOVA Software, KNOVA, KNOVA 6, KNOVA 6.5, KNOVA Contact Center,
KNOVA Software, KNOVA, KNOVA 6, KNOVA 6.5, KNOVA Contact Center, KNOVA Self-Service,
KNOVA Forums, KNOVA Field Service and KNOVA Knowledge Desk are trademarks of KNOVA
Software, Inc. All other trademarks are properties of their respective owners.
Under the safe harbor provisions of the Private Securities Litigation Reform Act
of 1995, statements in this press release that are not historical facts, including
those statements that refer to KNOVA Software's plans, prospects, expectations,
strategies, intentions, hopes and beliefs and the expected benefits of the use of
KNOVA's products are forward-looking statements. These forward-looking statements
are not historical facts and are only estimates or predictions. Actual results may
differ materially from those projected as a result of risks and uncertainties detailed
from time to time in the company's Securities and Exchange Commission filings. Any
forward-looking statements are based on information available to the company today
and the company undertakes no obligation to update publicly any forward-looking
statements, whether as a result of future events, new information, or otherwise.
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