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Press Release |
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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