Case Study: Knowlogy Improves Back-Office Workforce Optimization with KOVA Corporation's Verint Media Recorder

Knowlogy deploys KOVA Corporation to manage 500 million prescriptions a year

The customer, Knowlogy, a leading U.S. pharmacy benefits manager, faced a challenge in managing and measuring performance across its large, diverse pharmacy operations. After years of success with KOVA Corporation's Verint Media Recorder in its contact center, the company sought a similar workforce optimization solution to improve utilization of its skilled pharmacy staff and align its operations with a virtual queue strategy.

KOVA Corporation implemented its Verint Media Recorder for Back-office Operations, specifically deploying the Verint Media Recorder Forecasting and Scheduling solution. This software automated the forecasting and scheduling of back-office resources, enabling the customer to increase throughput, reduce costs, and ensure the right staff with the right skills were deployed at the right time across its nine processing sites.

Knowlogy