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Article : H&R Block Selects eGain for AI-Powered Customer Engagement

Premium Content (Sponsored)

#contactcenterworld, @egain

H&R Block Selects eGain for AI-Powered Customer Engagement

Tax preparation giant will use eGain Virtual Assistant for on-demand help

Sunnyvale, CA (December 6, 2018): eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that tax preparation giant H&R Block (NYSE: HRB) has selected eGain Solve™ to automate service and sales interactions for taxpayers at scale. The solution will be used to power H&R Block’s new Ask a Tax Pro service, which was announced today.


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According to a 2018 Accenture global survey, 70 percent of taxpayers said they would use AI to improve the accuracy of tax filings. In the same survey, 40 percent of respondents reported making a filing error in the last 24 months. As the market leader in tax preparation services, H&R Block wanted to provide high-quality DIY and advisor-assisted experiences at scale using AI, Machine Learning and Virtual Assistance.

H&R Block selected eGain based on the company’s connected and rich solution capabilities, domain expertise, and a successful POC. The company will activate eGain Virtual Assistant™, eGain SuperChat™, and eGain Cobrowse™ to enable a smooth, smart self-service journey for taxpayers with escalation, when needed, into the eGain Advisor Desktop™.

"H&R Block is committed to continual innovation that lets us provide an easier, simpler experience for those customers who want to do their taxes online," said Heather Watts, senior vice president and general manager of digital at H&R Block. "Our work with eGain will help ensure Ask a Tax Pro delivers expertise with the convenience our DIY clients need."

"We are delighted to help H&R Block deliver innovative AI-guided service to time-starved taxpayers," said Ashu Roy, eGain CEO.

 

More Information

 

H&R Block’s announcement about Ask a Tax Pro service: https://www.hrblock.com/tax-center/newsroom/filing/filing-online/ask-a-tax-pro

eGain Solve Suite: http://hd.egain.com/wp-content/overviews/egain_overview.pdf

eGain Advisor Desktop: http://www.egain.com/egain-advisor-desktop/

eGain AI+Knowledge : http://www.egain.com/products/knowledge_agent/

eGain AI+SelfService: http://hd.egain.com/wp-content/overviews/egain_overview_selfservice.pdf

eGain Virtual Assistant: http://www.egain.com/products/virtual-assistant-software/

eGain Try+Buy™: http://www.egain.com/try-buy/

 

About H&R Block

 

H&R Block, Inc. (NYSE: HRB) is a global consumer tax services provider. Tax return preparation services are provided by professional tax preparers in approximately 12,000 company-owned and franchise retail tax offices worldwide, and through H&R Block tax software products for the DIY consumer. H&R Block also offers adjacent Tax Plus products and services. In fiscal 2018, H&R Block had annual revenues of over $3.1 billion with over 23 million tax returns prepared worldwide. For more information, visit the H&R Block Newsroom.

 

About eGain

 

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain, visit http://www.egain.com.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

# # #

H&R Block media contact

Amy Schiska-Lombard

amy.schiska-lombard@hrblock.com

eGain media contact

Cynthia Tu
Email: press@egain.com

Phone: 408 636 4505

 

#contactcenterworld, @egain


About Anand Subramaniam:
Anand Subramaniam is SVP of Marketing for eGain. Prior to eGain, Anand served as an executive in corporate and product marketing, as well as product management and pre-sales roles at companies such as Oracle, Intel and Autodesk as well as startups.

About eGain Corporation:
Company LogoeGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
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Today's Tip of the Day - Beware Of Techno Babble & Jargon

Read today's tip or listen to it on podcast.

Published: Friday, December 14, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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